[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Graymont is a trusted global leader in essential calcium-based solutions, seeking a Customer Service Representative to ensure exceptional customer experiences. The role involves supporting customer relationships, processing orders accurately, and collaborating with internal teams to ensure timely delivery while addressing customer concerns and contributing to service improvements.

Responsibilities

• Act as the primary contact for customers, ensuring strong relationships and responsive support
• Coordinate between customers, sales, invoicing, plant operations, and logistics to ensure smooth information flow
• Handle inquiries and complaints promptly, identify recurring issues, and support continuous service improvement
• Gather and share customer feedback to enhance service and satisfaction
• Help maintain SOPs, KPIs, and assist in training and supporting other team members
• 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
• 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
• Assist the commercial team as needed
• Coordinate customer-specific projects
• Maintain accurate customer master data

Skills

• Education: Associate degree or diploma in Business, Logistics, or related field
• Professional Experience: 3-5 years in Customer Service, Sales Support, Logistics Coordination, or similar roles preferred
• Technical Requirements: Experience with ERP systems (JD Edwards, SAP, etc.) and TMS platforms preferred
• Familiarity with Salesforce or other CRM tools is a plus
• Exposure to business intelligence tools like Cognos is advantageous
• Travel Component: Ability to travel 5–10% within North America; must reside within a reasonable distance from an airport
• Schedule Flexibility: Willingness to work occasional after-hours, weekends, and holidays as needed

Company Overview