Job description

Customer Assistance Representative

The Customer Assistance Representatives (CAR) day to day responsibilities will primarily focus on managing customer concerns, issues, or complaints as well as issue with our carriers. This role contributes to Lubrizol’s overall success by ensuring that our customers find their overall business experience rewarding, cost effective, and reliable. The Customer Assistance Representative ensures complete customer satisfaction by effectively processing complaints, providing timely communication with our customers, our internal partners (supply chain, credit, logistics, technical, sales, and marketing) as well as external partners (warehouses, carriers). This is a hybrid position that will be based out of our Brecksville, Ohio location, one mile from the beautiful Brecksville Reservation apart of the Cleveland Metroparks.

Essential Job Functions:

• Coordinate and respond to inquiries or complaints received directly from our customers or through other internal departments such as, Customer Service, Sales, Market Segment, Technology Transfer or Quality Assurance.
• Ensures complaint acknowledgements and credit memos are generated timely, accurately, and are sent to the customer and the credit department through email.
• Provides basic supply chain support to plants, warehouses, or other source points. Guidance may include coordinating customer returns and tracking information; documentation assistance; and serving as a central contact point.
• Good working relationships with business partners and co-workers are essential to success. Key characteristics for success are being detail oriented, accurate, dependable, and organized. Must be able to work in a team environment.
• Identify opportunities for continuous process improvement within the complaint process.
• Support a robust customer base (domestic and international) with positive traits including strong problem-solving skills, knowledge of SAP software, transportation, shipping, and strong interpersonal skills.

Skills and Requirements:

• High school diploma or equivalent from an accredited school
• Minimum of 3 years of experience in customer service or supply chain in a manufacturing environment or quality control or corporate R&D laboratory environment
• Strong interpersonal and communication skills
• Ability to work in a team environment
• Attention to detail and the ability to prioritize, organize and follow through
• Ability to investigate, summarize, offer creative solutions, take initiative, and work independently of supervision
• Basic understanding of transportation and global incoterms and ship moves
• A passion for delivering superior service through execution and communication
• Proactive recognition of, and diligence in, minimizing risk to Lubrizol from cybersecurity threats
• Strong working knowledge of personal computers, Microsoft Office software programs and TEAMS.
• Excellent organizational and problem-solving skills.

CONSIDERED A PLUS:

• Bachelor’s Degree in supply chain, a scientific discipline or chemical engineering

Working Conditions

• Brecksville office
• Hybrid Schedule

Benefits and Perks

• Medical, dental, and vision coverage
• Onsite cafeteria serving breakfast and lunch
• Tuition reimbursement
• 401K

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Brecksville, OH 44141: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer Service or Supply Chain: 3 years (Required)

Work Location: One location

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