Objective / Purpose
The purpose of this role is to deliver top tier customer service by anticipating and fulfilling customer requirements and supporting the
outside sales team. This role is responsible for managing day to day customer needs, processing orders, coordinating with internal
teams, and acting as an extension of the sales team. This position requires attention to detail, product and customer knowledge and
excellent service.
Areas of Responsibility / Tasks
Customer Service Related
- Process customer orders, drop ships and requests
- Provide product information, pricing and availability to customer
- Proactively reach out to customers to inform on material delays, new opportunities, and to resolve issues
- Ensure customer specifications are met with each order
- Maintain and update all customer pricing including monthly price sheets
- Handle customer complaints and properly escalate as needed. Provide ongoing communication to the customer regarding
state of resolution.
- Schedule carriers for customer orders
- Coordinate with outside warehouses to ensure customer orders are shipped on time and in full in accordance with customer
requirements
- Receive and upload bill of lading documents – engaging in ongoing follow up with warehouses to ensure documents are
received timely for invoicing purposes
- Answer incoming phone calls
Sales Support
- Enter monthly price sheets
- Prepare reports for upcoming customer visits
- Provide ongoing gap analysis related to volume and profit margin
- Make recommendations to the sales team on potential new business
- Arrange regular profit reports for review by sales
- Assist sales with meeting follow up action items – processing samples, providing quotes, sending product information, etc.
- Process and track samples and follow up with sales team on status
- Work with the purchasing team to update customer forecasts as relayed by sales
Other duties assigned based off business need.
Competencies; Knowledge, Skills, Abilities (KSA)
1. Knowledge of business processes from operational departments and commercial parts of the business
2. Knowledge of legacy systems (functions and capabilities available to users)
3. Understanding of departmental expectations for systems being implemented
4. Knowledge of business structure
5. Demonstrates strong ability to follow current processes and can apply knowledge to assist with process improvement
6. Extreme attention to detail and ability to maintain data quality and integrity
7. Strong ability to analyze and report on data
8. Ability to work efficiently to successfully complete tasks and projects under set deadlines
9. Able to work independently, as well as in a team environment
10. Ability to maintain sensitive information
11. Superior organizing/documentation skills
Minimum Qualifications/ Education / Experience / Certifications
1. Education:
a. High school diploma or equivalent required
2. Experience:
a. End-user knowledge of our ERP System
b. Relevant Industry experience - preferred
c. Detail oriented with organizational and multitasking skills
3. Systems Experience:
a. Working knowledge of M365 Office Suite, Customer Management, and Reporting tools
4. Language:
a. Proficiency in English required
Ravago Americas is an equal employment opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, age, sex, religion, national origin, disability, veteran status, citizenship status, or marital status. We assure you that your opportunity for employment with this employer depends solely upon your qualifications.
Skills Required
- High school diploma or equivalent
- End-user knowledge of an ERP system
- Proficiency in English
- Working knowledge of Microsoft 365 Office Suite
- Working knowledge of customer management tools
- Working knowledge of reporting tools
- Relevant industry experience
- Strong attention to detail, organization, and multitasking skills
- Ability to analyze and report on data
- Ability to work independently and collaboratively
- Ability to maintain sensitive information
What We Do
Ravago Americas is the North American operation of Ravago, a privately held plastics and chemicals company. It distributes and resells polymer resins and specialty chemicals, manufactures engineered plastics and rubber materials, and operates recycling and compounding facilities. The business serves industrial customers with virgin, off-grade, and recycled materials, supporting applications in sectors such as automotive, packaging, construction, and consumer goods while emphasizing sustainability.
