Customer Service Rep

About Hawkins

Hawkins, Inc. is a formulator, manufacturer, blender, distributer, and sales agent for thousands of industrial chemicals and reagent grade laboratory chemicals sold to municipalities and businesses throughout the Central United States. Thousands across a variety of industries have depended on Hawkins for the chemical products they need since 1938.

Learn more about us at https://www.hawkinsinc.com/careers/

ABOUT THE JOB

The role of the Customer Service Representative is to build relationships with our customers through processing orders and answering requests. The CSR will process orders through a variety of methods including phone, email, and EDI. They will work with internal teams as needed to ensure orders are completed accurately and timely. The CSR needs to demonstrate a strong work ethic, excellent customer service and communication skills, as well as the ability to work independently while being part of a cohesive team. The CSR will demonstrate strong problem-solving skills and be able to make decisions autonomously within the policies of the department.

Responsibilities

• Effectively monitor order status, manage incoming calls, emails, and faxes to process customer orders, returns and other requests in a timely manner.
• Anticipate customer needs and give a high priority to customer satisfaction.
• Partner with internal customers to fulfill customer needs.
• Effective written and verbal communication with internal and external customers.
• Respond to customer complaints, provide appropriate solutions and potential alternatives within policies of the company, and follow up to ensure resolution satisfies customer needs.
• Ability to work independently and as part of a larger team to successfully complete all work.
• Utilizes system to maintains new and revised notes/instructions to relay customer specific requirements.
• Support an environment of continuous improvement.
• Identify and troubleshoot customer issues and work with internal teams to resolve in a timely and effective manner.
• Comply with internal and external requirements for customer communications, customer feedback and the corrective action process.
• Prioritize needs and adjust accordingly to efficiently manage multiple tasks.
• Perform other miscellaneous related duties, as needed.

ABOUT YOU

• High school diploma or equivalent
• 3+ years related customer service or supply chain experience preferably in a manufacturing and/or distribution setting
• Demonstration of active listening and strong problem-solving skills
• MS Office experience required
• Strong organizational skills and ability to prioritize and multi-task under various time constraints
• Effective verbal, written and interpersonal communication skills required
• Must be able to organize and handle multiple priorities with a high level of accuracy
• Ability to work independently, as well as part of a team
• Ability to consistently maintain a high level of accuracy and attention to detail
• Prior ERP/MRP experience required, JDE preferred
• Excellent analytical and problem-solving skills required

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

TRAVEL

No travel required.

Ref. 2025-113

All applications must be received online. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristics protected by law. Hawkins is a Drug Free workplace.