Customer Service Representative

Customer Service Representative

Graymont is seeking a Customer Service Representative to ensure exceptional customer experiences through effective coordination and communication. Reporting to the Customer Service Manager, the role involves supporting customer relationships, processing orders accurately, maintaining records in Salesforce, coordinating with internal teams, and collaborating with sales and plant operations to ensure timely delivery. The CSR will also address customer concerns and contribute to ongoing service improvements, demonstrating strong customer relationship skills and a proactive attitude.

Responsibilities :

• Customer Relationship Support & Service Operations
• Customer Engagement : Act as the primary contact for customers, ensuring strong relationships and responsive support.
• Cross-Functional Communication : Coordinate between customers, sales, invoicing, plant operations, and logistics to ensure smooth information flow.
• Issue Resolution : Handle inquiries and complaints promptly, identify recurring issues, and support continuous service improvement.
• Customer Insights : Gather and share customer feedback to enhance service and satisfaction.
• Operational Support : Help maintain SOPs, KPIs, and assist in training and supporting other team members.
• Order & Logistics Coordination
• Coordinate communication between customers and internal teams (sales, invoicing, operations, logistics).
• Address inquiries and complaints efficiently, escalating recurring issues for long-term resolution.
• Gather and relay customer feedback to improve service quality and customer experience.
• Support maintenance of SOPs, KPIs, and assist in onboarding or guiding other team members as needed.
• Demand & Supply Planning Support
• Communicate customer and order trends to support accurate volume forecasting and business planning.
• Contribute to S&OP meetings, offering insights to improve demand and supply alignment.
• Support contingency planning by identifying supply alternatives during outages or plant disruptions.
• Sales Support & Collaboration
• Assist the commercial team as needed.
• Coordinate customer-specific projects.
• Maintain accurate customer master data.

Qualifications :

Who You Are :

Founded in 1948, Graymont is a trusted global leader in essential calcium-b