Customer Service Associate

Description

Position: Customer Service Associate

Reports To: Customer Service Supervisor

Location: North Charleston, SC

Position Overview

The Customer Service Associate serves as a primary point of contact for Mainstream Pine Products customers and supports the accurate and timely processing of customer orders from receipt through delivery. This position works closely with customers and internal Sales, Production, Shipping, Logistics, Accounting, and Quality personnel to coordinate orders, communicate product availability and delivery information, resolve customer issues, and maintain accurate commercial records.

Because Mainstream Pine Products operates in the chemical manufacturing industry, the Customer Service Associate must be attentive to product specifications, shipping requirements, customer-specific requirements, and the documentation associated with the sale and transportation of chemical products. The position requires strong attention to detail, professional communication, sound judgment, and the ability to manage multiple customer and operational priorities simultaneously.

Key Responsibilities

• Serve as a primary customer contact for order placement, order status, product availability, shipment information, documentation requests, and routine customer inquiries.
• Receive, review, enter, and maintain customer orders accurately in the Company's applicable business systems.
• Review purchase orders and customer requirements for pricing, quantities, products, delivery dates, shipping instructions, and other relevant terms before order processing.
• Coordinate with Production, Shipping, Logistics, and other operational personnel to confirm product availability, production schedules, loading schedules, and anticipated delivery dates.
• Communicate order confirmations, scheduling changes, delays, shortages, and other relevant information to customers in a timely and professional manner.
• Coordinate truck, carrier, and other transportation requirements as assigned and communicate with customers and logistics providers regarding pickup and delivery schedules.
• Maintain accurate customer, order, shipment, and delivery information within Company systems and records.
• Assist with preparation, collection, and distribution of customer and shipment documentation, which may include bills of lading, certificates of analysis, safety data sheets, product specifications, shipping documents, and other required records.
• Understand and follow applicable procedures for handling orders involving chemical products, including customer-specific, transportation, safety, quality, and documentation requirements.
• Work with Quality and Operations personnel to address product quality questions, documentation requests, customer complaints, returns, or other product-related concerns.
• Document customer complaints and service issues and ensure they are appropriately communicated and escalated for investigation and resolution.
• Coordinate with Sales personnel regarding customer requirements, pricing questions, forecasts, order changes, and other commercial matters.
• Coordinate with Accounting regarding customer account questions, invoicing discrepancies, credit holds, pricing discrepancies, and other billing-related matters.
• Assist with maintaining customer records, pricing information, purchase orders, contracts, forecasts, and other commercial documentation.
• Develop a working knowledge of Mainstream Pine Products' products, customers, manufacturing operations, shipping processes, and applicable terminology.
• Maintain confidentiality of customer information, pricing, Company records, and other proprietary or sensitive information.
• Follow Company safety, quality, environmental, and regulatory procedures applicable to the position and manufacturing facility.
• Provide backup support for other customer service and administrative functions as needed.
• Perform other duties and responsibilities as assigned.

Physical Requirements & Work Environment

• Work performed primarily in an office environment with regular coordination across plant operations.
• Ability to sit, type, and communicate by phone or computer for extended periods.
• Occasional exposure to plant or warehouse environments, requiring PPE.

Employment Type & Schedule

• Full-time position.
• Primarily day shift, with flexibility for extended hours based on customer or operational needs.

Requirements

Knowledge, Skills and Abilities

• Strong customer-service orientation with the ability to communicate professionally with customers, vendors, carriers, and employees at all organizational levels.
• Strong organizational skills and attention to detail, particularly when processing orders, quantities, pricing, shipping instructions, and customer documentation.
• Ability to manage multiple orders, deadlines, and competing priorities in a manufacturing environment.
• Ability to identify discrepancies and obtain clarification before processing inaccurate or incomplete information.
• Strong written and verbal communication skills.
• Ability to work effectively across Sales, Operations, Production, Shipping, Logistics, Quality, and Accounting functions.
• Ability to learn chemical product terminology, product specifications, manufacturing processes, and transportation requirements.
• Sound judgment and ability to recognize matters requiring escalation.
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to learn and effectively use ERP, order-entry, inventory, shipping, and other Company information systems.

Education and Experience

• High school diploma or equivalent required.
• Associate degree or additional business, logistics, supply-chain, or related education preferred.
• 1-3 years of customer service, order management, sales support, logistics, or related experience preferred.
• Experience in chemical manufacturing, industrial manufacturing, distribution, logistics, or a similar business-to-business environment strongly preferred but not required.
• Experience processing customer purchase orders and coordinating shipments in a manufacturing environment is preferred.
• Proficiency with Microsoft Office Suite and ERP/CRM systems.
• Strong verbal and written communication skills.
• Detail-oriented with strong organizational and problem-solving abilities.
• Ability to work effectively both independently and as part of a team.
• Commitment to professionalism, accuracy, and responsiveness.