JOB TITLE:    Customer Service Associate   

REPORTS TO: Customer Service Manager

Summary: Sandream Impact, an established Personal Care &Cosmetics ingredient supplier, is seeking a Customer Service Associate. The role is based in our Fairfield, NJ facility and consists of handling incoming calls, emails, purchase orders, and inquiries from our customers.

Primary Responsibilities

Customer Service

• Respond to customer and distributor phone calls and e-mails related to sample requests, information requests, orders and pricing.
• Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering into system.
• Use ERP system (e.g. Netsuite) to create Sales Orders, Work Orders and support accurate processing of domestic customer Purchase Orders, pricing and invoicing.
• Enter orders, track shipments, and communicate with customers and vendors.
• Collaborate with customers, freight forwarders, agents, sales, supply chain and internal team.
• Comply with all company, departmental and applicable quality system requirements, procedures and policies.
• Work with Sr Manager Customer Service to manage short supply situations, backorders and manual allocations as required.
• Notify Sr Manager of Customer Service for special order procurement needs.
• Input and manage orders for exceptional products requiring special handling.
• Ensure that all potentially serious issues are raised to the Sr Manager Customer Service and other relevant commercial team members.
• Resolve service inquiries to the satisfaction of the customer within established company guidelines.
• Coordinate shipping timelines with warehouse and shipping team.

Expertise: Knowledge & Skills

• High attention to detail, being able to prioritize tasks to ensure proper workflow
• Excellent communication and interpersonal skills
• Self-motivated, proactive, and solution-oriented
• Cross-collaborate with team members
• Thrive in a high volume, fast paced environment
• Effectively handle customer complaints and show empathy
• Ability to multi-task and stay organized
• ERP system and Microsoft office experience required
• Proven timely and accurate processing and invoicing of domestic and international orders

Required Education and Experience

• 1-2 years experience using an ERP system (Oracle NetSuite a plus)
• Minimum High School Diploma or GED required; Associate or College degree preferred
• 1-2 years of customer service experience
• 2+ years working regularly with Microsoft office products (Word, Excel, Outlook)

Apply on Indeed:  (will provide link once posted)
or please send resume with cover letter to:  hr@vivifycompany.com