[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Graymont is a trusted global leader in essential calcium-based solutions, seeking a Customer Service Representative to ensure exceptional customer experiences. The role involves supporting customer relationships, processing orders accurately, and collaborating with internal teams to ensure timely delivery while addressing customer concerns and contributing to service improvements.ResponsibilitiesAct as the primary contact for customers, ensuring strong relationships and responsive supportCoordinate between customers, sales, invoicing, plant operations, and logistics to ensure smooth information flowHandle inquiries and complaints promptly, identify recurring issues, and support continuous service improvementGather and share customer feedback to enhance service and satisfactionHelp maintain SOPs, KPIs, and assist in training and supporting other team membersCoordinate communication between customers and internal teams (sales, invoicing, operations, logistics)Address inquiries and complaints efficiently, escalating recurring issues for long-term resolutionGather and relay customer feedback to improve service quality and customer experienceSupport maintenance of SOPs, KPIs, and assist in onboarding or guiding other team members as neededCommunicate customer and order trends to support accurate volume forecasting and business planningContribute to S&OP meetings, offering insights to improve demand and supply alignmentSupport contingency planning by identifying supply alternatives during outages or plant disruptionsAssist the commercial team as neededCoordinate customer-specific projectsMaintain accurate customer master dataSkillsEducation: Associate degree or diploma in Business, Logistics, or related fieldProfessional Experience: 3-5 years in Customer Service, Sales Support, Logistics Coordination, or similar roles preferredTechnical Requirements: Experience with ERP systems (JD Edwards, SAP, etc.) and TMS platforms preferredFamiliarity with Salesforce or other CRM tools is a plusExposure to business intelligence tools like Cognos is advantageousTravel Component: Ability to travel 5–10% within North America; must reside within a reasonable distance from an airportSchedule Flexibility: Willingness to work occasional after-hours, weekends, and holidays as neededCompany OverviewGraymont is a lime and limestone real estate solutions company. It was founded in 1948, and is headquartered in Richmond, British Columbia, CAN, with a workforce of 1001-5000 employees. Its website is http://www.graymont.com/.