Customer Service Representative

Sika is looking for an experienced Customer Service Representative to join it’s growing team. in the New Jersey area for our retail business. Customer Service Representative's play a key role in working closely with the retail team to manage key customer responsibilities for residential accounts, ensuring a seamless process from order entry to payment. Key duties include maintaining strong customer relationships, collaborating with sales and support teams, and ensuring high-quality service through effective order management. 

• Work closely with the retail team to perform key customer responsibilities for residential key accounts from order entry to payment. 
• Ensure that Sika remains a trusted, reliable and professional supplier through close collaboration with sales and the support teams. 
• Gain a strong understanding of order requirements for each key customer to ensure Sika operates and maintains a superior level of service. 
• Understand and track performance metrics for quality, availability, and on-time shipments via customer portals, 
• Act as a liaison between internal departments to ensure that customer order requests are managed and fulfilled in a timely manner. 
• Address customer complaints in a professional and timely manner to achieve resolution 
• Communicate with key customers (Home Depot, Lowes, Amazon, etc.) to quote and process daily orders and special orders. 
• Process RMAs, credits and rebills when required timeframes. 
• Identify EDI errors daily to ensure smooth order process.
• Work with management team to understand overall strategy and implement accordingly.
• Develop strong communications with key customer personnel by providing timely and accurate information on orders and processes
• Support special projects and initiatives-promotions, seasonal orders, etc.