Sr Customer Service Agent I

The primary focus of this position is to process high volumes of all inbound transactions into the Customer Service Department including order requests and general inquiries submitted via phone, fax, e-mail or web while always demonstrating consistently error-free work. This position requires greater decision-making skills in resolving customer problems, communicating issues, and maintaining customer data in the Order Entry and Order Processing systems. Nalco Water Customer Service associates are the first point of contact for our internal and external customers.

What’s in it For You:

• Be recognized for meeting goals, and secure opportunities for advancement

• Sharpen your professional business acumen

• Work for a stable, growing, global Fortune 500 company

• Comprehensive benefits package starting day 1 of employment- medical, dental, vision, matching 401k, company paid pension, stock purchase plan, tuition reimbursement and more!

What You Will Do:

• Address on average 30 - 50 in-bound phone calls each day from internal & external customers within a structured environment

• Process customer confirmations and investigate shipment status

• Accept and process transactions in SAP/CRM

• Interface with other departments to resolve problems related to order to cash cycle

• Effectively set priorities to meet service levels while following department guidelines

• Achieve target goals for monthly call quality, daily attendance and punctuality as well as daily and monthly statistical objectives

Work Week and Shift: M-F CST 9:30-6:00

Minimum Qualifications

• High school diploma or equivalent

• 6 months of customer service experience

• Must be able to attend paid training

• Ability to accurately type a minimum of 25 words per minimum

• Proficient with Microsoft Office Suite software (Excel, Word, Access, and Outlook)

• Experience using Customer Service software

• No immigration sponsorship is offered for this role

Preferred Qualifications:

• Higher education degree completed or in process

• 6+ months of SAP experience

• Must be able to work successfully in a highly structured environment

• Strong oral and written communication skills

• Ability to interact professionally with others, ability to work independently in a multi-division, fast paced environment

• Excellent problem solving, investigation and troubleshooting skills

• Critical attention to detail and highly dependable

• Ability to prioritize workflow while utilizing strong time management skills

• Ability to handle multiple tasks at once

• Ability to exercise good judgment in decision making