What YOU WILL EXPERIENCE IN THIS POSITION:

The Customer Service Representative supporting the Raychem Heat Tracing product line plays an integral role in achieving the company objectives. This role is integral in preparing quotes, orders and order management and all related inquiries for our Industrial, Commercial and Residential customers, REP agencies and Chemelex Sales team in North America. By providing exceptional service, we ensure that our customers receive a level of support that sets Chemelex apart from its competitors.

*This position follows a hybrid schedule, with three days onsite and two days remote each week.

Duties & Responsibilities include but not limited to:

• Acts as the first point of contact for fielding customer inquiries and resolving customer issues via telephone, e-mail and Chat (for authorized distributors and Rep agencies).

• Responsible for detailed complex order and quote entry for the Raychem product lines.

• Management of expedite requests, customer backorders and lead time inquiries, including running backlog reports, working with planning, production, shipping and finance teams.

• Managing orders for special or promotional pricing.

• Providing resolution of price discrepancies identified at the time of the order

• Review return requests relative to guidelines and provide authorization for items that qualify.

• Issue credits and debits related to order issues and customer returns

• Provide product knowledge, quote and order preparation expertise to customers – both internal and external.
• This role is currently scoped for a one-year contract, with the possibility to convert to permanent employment.