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Customer Service Representative

It starts with great chemistry.


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Univar is more than a distribution company ‚€“ we're a leading, global partner dedicated to improving quality of life for our customers through the products, expertise, and relationships that serve the world's most essential industries. Founded in 1924, with global headquarters in Downers Grove, IL, Univar generated $8+ billion in sales in 2016 ‚€“ securing the #1 market position in North America and the #2 market position in Europe.


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Creating great chemistry is not just about the innovative products and services we safely deliver to customers around the world. It also takes people ‚€“ people like you ‚€“ and today, our worldwide team of more than 8,000 employees is helping build a company where the best people want to work. If you're looking for an experience where your actions will make a positive difference every day, you've come to the right place.


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Primary Purpose:


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Responsible for leading and ensuring effective sales order management. Serves as single point of contact to provide consistent, positive customer experiences. Responsible for initial order entry, management of order changes, and order fulfillment coordination. Empowered to make decisions on behalf of company in alignment with Univar strategy, guiding principles and customer satisfaction.¬  Leads resolution of service issues that directly impact customer order fulfillment.¬  Assists in earning "Customers For Life" through the establishment of positive customer relationships while enhancing customer satisfaction and confidence.¬  Suggests additions to sales orders based on customer purchase history, knowledge of vertical markets, and commercial strategy.¬  Gathers market intelligence for entry into CRM System.


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Specific Duties and Responsibilities:


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  • Receives and Processes customer purchase orders

  • Enters orders received via telephone and online in real time.

  • Enters electronic, paper and manual orders online.

  • Verifies & confirms customer orders and delivery expectations.

  • Quotes prices according to uniform pricing strategy and current market pricing.

  • Tracks order exceptions and maintains as needed.

  • Develops solutions to customer needs/opportunities

  • Evaluates needs/opportunities and matches them with Univar USA's products/services.

  • Establishes communication with appropriate internal Univar personnel (e.g. Operations, Sales, and MPU) to ensure timely responses to fulfillment issues.

  • Recommends increases in size of order by using sales history information.

  • Builds and sustains long-term customer partnerships

  • Creates mutually beneficial relationships with customers through establishment of rapport coupled with responsiveness to customer needs (return messages, timely follow-through).

  • Maintains up-to-date information on customers (contacts, products, requirements, etc.).¬  Ensures accuracy of customer information records and associated message text in Univar system.

  • Fulfills customer expectations with realistic commitments.

  • Displays effective interpersonal & communication skills (internal/external)

  • Delivers timely and accurate information to customers & internal business partners both verbally and in writing.

  • Actively listens.

  • Demonstrates knowledge of Univar USA Inc.

  • Understands Univar vision, mission statement & quality process.

  • Understands customer service policies & procedures.

  • Teamwork:¬  collaborates with team members

  • Seeks good communication and cooperation within Univar USA's organization.

  • Coordinates all routine aspects of customer orders, requests, and inquiries.

  • Identifies and uses internal resources as needed to complete tasks.

  • Supports team goals.

  • Is receptive/flexible/adaptable to change.

  • Understands, generally, about competitors and their services

  • Resolves problems/nonconformances quickly

  • Uncovers and verifies problems/nonconformances.

  • Probes for all details on expressed concerns.

  • Effectively uses the CASES process.

  • Completes all paperwork, reports and administrative tasks in a timely, complete and accurate manner.


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Experience:



  • ¬ ¬ ¬ ¬ ¬ ¬ ¬ 0-2 years with a degree and prior customer service, customer solutions and/or sales experience.

  • ¬ ¬ ¬ ¬ ¬ ¬ Minimum 2-plus years prior customer service, customer solutions and/or sales experience without a degree.
    Relevant internship experience equally beneficial to the role.


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Education/Training:


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  • Bachelor's degree preferred

  • ERP/CRM experience preferred


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Univar is an equal opportunity employer. ¬ All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification.


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We offer comprehensive benefits to¬ employees including medical, dental, STD, LTD and life insurance, 401k, generous vacation and sick leave and much more.




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