Customer Service Account Representative

POSITION SUMMARYThe Customer Service Account Representative provides front-line business-to-business customer support for order entry, order management, and effective order fulfillment. This position uses company business systems to manage customer orders from receipt through delivery and works closely with Customers, Sales, manufacturing locations, Accounting, Credit, Pricing, and Transportation to provide accurate, timely service and resolve order-related issues.
KEY OBJECTIVES AND RESPONSIBILITIES

Enter and maintain customer sales orders accurately and on time, ensuring complete purchase order information, product details, quantities, pricing, shipping instructions, and requested delivery dates.
Manage orders from receipt through delivery by monitoring open orders, identifying risks or delays, and communicating timely updates to customers and internal business partners.
Process Electronic Data Interchange (EDI) orders and transactions, monitor for exceptions or failed transmissions, research discrepancies, and coordinate corrections to support accurate and timely order processing.
Review customer purchase orders for completeness and accuracy; follow up on missing information, duplicate purchase orders, conflicting instructions, or other order entry exceptions before processing.
Investigate and help resolve pricing discrepancies, pricing blocks, credit holds, availability concerns, transportation issues, and other conditions that may delay order fulfillment.
Maintain clear and accurate order notes and supporting documentation in applicable systems to provide visibility, continuity, and an auditable record of customer and internal communications.
Coordinate with Sales, Pricing, Credit, Transportation, Accounting, manufacturing locations, and other partners to resolve issues and support customer commitments.
Communicate professionally with customers regarding order status, changes, product availability, shipment timing, documentation needs, and issue resolution.
Serve as a customer advocate by capturing voice-of-customer feedback, identifying recurring service issues, and sharing insights that support process improvements and a stronger customer experience.
Investigate customer concerns and coordinate corrective and preventive actions, escalating urgent or complex matters appropriately.
Follow established customer support procedures, service standards, and system controls while adapting to changing business priorities and customer requirements.
Contribute to departmental coverage, knowledge sharing, cross-training, process documentation, and continuous improvement initiatives.
Represent Calumet professionally and build strong customer and internal partnerships through responsive, accurate, and courteous support.
Provide administrative support to the department and perform other duties as assigned.

REQUIRED EDUCATION/EXPERIENCES

3+ years of related customer service experience, account management, order fulfillment, or related experience.
Proficient computer skills with demonstrated experience in Microsoft Office and order entry systems.

PREFERRED EDUCATION/EXPERIENCES

5+ years of business-to-business customer service experience.

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

Demonstration of Calumet Values: Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence.
Attention to Detail: Reviews work thoroughly, maintains accurate data and documentation, and consistently produces high-quality work.
Customer Focus: Anticipates customer needs, follows through on commitments, and balances service expectations with business requirements.
Communication: Communicates clearly, concisely, professionally, and impartially in writing and verbally; listens to understand and provides timely follow-up.
Problem Solving and Judgment: Researches issues, evaluates available information, identifies practical solutions, and escalates appropriately when needed.
Organization and Planning: Manages multiple orders, priorities, and deadlines in a fast-paced, rapidly changing environment.
Collaboration: Builds productive working relationships across functions and shares information needed to support effective order fulfillment.
Adaptability and Continuous Improvement: Responds constructively to change and contributes ideas that improve processes, procedures, and the customer experience.
Ethics and Integrity: Demonstrates a high degree of personal integrity and sound judgment in all business dealings.
Systems and Process Discipline: Learns and consistently follows order management processes, system requirements, documentation standards, and internal controls.