Customer Service Representative

External Overview: 
FMC Corporation is a leading specialty company focused on agricultural technologies. FMC provides innovative and cost-effective solutions to enhance crop yield and quality by controlling a broad spectrum of insects, weeds and disease, as well as in non-agricultural markets for pest control.

FMC is a globally diverse organization that offers its employees exciting opportunities to work on challenging projects that are important to the achievement of our strategic objectives. Your education and professional experience are valued and put to use from day one. Your success at completing key initiatives can result in a varied, progressive and fulfilling career with FMC.

With a corporate culture of innovation, integrity, responsibility and customer intimacy, we foster “The Right Chemistry” in everything we do. We are looking for people to join us in creating, developing, and improving our products, our processes, and our markets. If you are ready to make a difference every day, FMC is ready to talk to you.

Business/Function Overview: 
This Customer Service Representative position provides quality service to the division’s customers, by serving as the primary point of contact for purchase orders, follow-up with customers on product quality, availability, discrepancies, etc. while acting as the “voice of the customer”. This position will be part of a team that supports order entry/fulfillment service for the highly seasonal North American Crop Business and the Global Specialty Solutions Business. In addition, this role also processes large Global Tech Sales for North America. This individual will be part of a team that processes multiple transactions annually and services the requests of customers, outside sales and Technical Service Representatives.

Responsibilities: 
• Responsible for providing high quality customer service through accurate order processing for external and internal customers.

• Efficiently process the orders, debits, credits, returns and customer complaints in accordance with Customer Service Procedures and Policies.
• Review all elements of order fulfillment from order entry to invoicing to ensure customer expectations are met.
• Receive inquiries from internal and external customers; initiate and follow up with required action for response to resolve variety of order and customer relates issues.
• Follow up with customers on any issues related to product quality, product availability, price discrepancies, freight rates and other items that might impact the ability to meet customer’s expectations in terms of delivery date, invoice accuracy and other critical measurements.
• Provide fulfillment status to accounts by utilizing SAP available-to-promise and by thoroughly understanding the supply chain process to know when material will be available.
• Supports sales and marketing program efforts through execution of programs through SAP where required.
• Customer account management.
• Carry out routine customer service procedures as designated by the Customer Service department.
• Proactively partner with cross functional groups (Supply Chain, Plants, Warehouses, Quality, etc.) to ensure that orders will ship in a timely manner.

• Provide documents as requested by the customer e.g., certificate of analysis, POD and invoice.
• Maintain accurate customer master data to keep all information up to date and relevant for seamless customer support.
• Assist in root cause analysis and problem solving for supply chain or customer service complaints
• Receive customer complaints and enter them into designated global complaint system within 24 hours of receipt and provide timely updates to customers on progress and resolution where applicable.
• Communicate unusual order patterns or changes in customer demand.
• Process customer returns.

Required Education: 
• Bachelor’s degree preferred.

Qualifications: 
• 3-5 years of customer order entry/fulfillment, supply chain process, and order-to-cash cycle required.
• Customer service experience in office environment.
• Strong customer service, interpersonal and communication/phone skills.
• Detail oriented; demonstrated organizational skills.
• Ability to handle and prioritize multiple activities and follow through to completion.
• Experience with SAP Sales & Distribution / Order management module highly desirable.
• Computer proficiency in Windows environment.

• Microsoft Office (Outlook, Excel, Word, Power Point) skills.
• Process improvement identification skills.
• Knowledge of basic accounting.
• Must be able to work flexible hours and overtime as required by a seasonal business.
• Skilled at conflict resolution.

• Critical thinking, along with taking initiative to meet/exceed customer satisfaction required.

• Experience in business-to-business customer service a plus.

EEO Statement: 
FMC employees enjoy competitive compensation, a menu of work/life benefits and opportunities to continue developing their skills and building their career. FMC is an Equal Opportunity Employer and makes employment decisions without regard to race, gender, disability or protected veteran status. FMC supports a drug-free workplace.