Customer Service Representative

About the role

Sika is looking for an experienced Customer Service Representative to join it's growing team. in the New Jersey area for our retail business. Customer Service Representative's play a key role in working closely with the retail team to manage key customer responsibilities for residential accounts, ensuring a seamless process from order entry to payment. Key duties include maintaining strong customer relationships, collaborating with sales and support teams, and ensuring high-quality service through effective order management.

• Work closely with the retail team to perform key customer responsibilities for residential key accounts from order entry to payment.
• Ensure that Sika remains a trusted, reliable and professional supplier through close collaboration with sales and the support teams.
• Gain a strong understanding of order requirements for each key customer to ensure Sika operates and maintains a superior level of service.
• Understand and track performance metrics for quality, availability, and on-time shipments via customer portals,
• Act as a liaison between internal departments to ensure that customer order requests are managed and fulfilled in a timely manner.
• Address customer complaints in a professional and timely manner to achieve resolution
• Communicate with key customers (Home Depot, Lowes, Amazon, etc.) to quote and process daily orders and special orders.
• Process RMAs, credits and rebills when required timeframes.
• Identify EDI errors daily to ensure smooth order process.
• Work with management team to understand overall strategy and implement accordingly.
• Develop strong communications with key customer personnel by providing timely and accurate information on orders and processes
• Support special projects and initiatives-promotions, seasonal orders, etc.

Qualifications & Requirements

• Bachelor's degree in business preferred, Communications or related field of study
• Min 5 years customer service or related experience
• Full working knowledge of SAP and familiarity with EDI process
• Ability to act independently and make decisions
• Ability to multi-task, prioritize and manage time effectively

Additional Information

• 401k with Generous Company Match
• Bonuses
• Medical, Dental, and Vision Benefits
• Paid Parental Leave
• Life Insurance
• Disability Insurance
• Paid time off, paid holidays
• Floating holidays + Paid Volunteer Time
• Wellness/Fitness Reimbursements
• Education Assistance
• Professional Development Opportunities
• Employee Referral Program & More!

Sika fosters a culture of entrepreneurship, empowering each individual to make decisions, learn from experiences, and shape their own career path. The safety and well-being of employees are top priorities at Sika, with a strong commitment to open communication and maintaining a safe workplace. In addition, Sika actively contributes to the community and promotes sustainability by giving back, minimizing environmental impact, and embracing social responsibility.

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.