Customer Service Representative

About Vibrantz Technologies

Vibrantz Technologies is a leading global provider of specialty chemicals and materials solutions whose purpose is to bring color, performance, and vibrancy to life. Every day, our employees, the products we make, and our valued customer partnerships are inspired by this purpose.  

 

Serving over 11,000 customers, Vibrantz’s technologies are trusted in a variety of advanced materials, color solutions and performance coatings applications and consumer products. We are experts in particle engineering, glass and ceramic science and color technology. Our technologies are used in small amounts to make big impacts on applications and consumer products, including durable vehicles and batteries, easier-to-clean appliances, energy efficient roof tiles and bricks, stronger and more decorative glass, and eco-friendly paints.  

 

Headquartered in Houston, Texas, Vibrantz has over 50 manufacturing facilities and sales offices on six continents, and we employ 4,500 individuals. Our shared culture is rooted strongly in our six core values that focus on safety, our people, customers, excellence in all we do, environmental stewardship and integrity, ethics, and trust. And we are intent upon fostering a workplace that engages not only employees’ heads and hands and – uniquely – their hearts.  

 

Vibrantz is owned by American Securities, a leading U.S. private equity firm that invests in market-leading North American companies with annual revenue generally ranging from $200 million to $2 billion and/or $50 million to $200 million of EBITDA. American Securities and its affiliates have approximately $23 billion under management and are based in New York with an office in Shanghai.  

 

For more information, please visit www.vibrantz.com and www.american-securities.com. 

Job Function

Reporting into the North America Customer Service Manager, the Customer Service Representative will be based out of Mayfield Heights, OH.   This role is a liaison between customers and the company stakeholders.  Responsibilities include responding to customer inquiries, resolving complaints and issues, processing orders and transactions, maintaining accurate customer records, and providing product support.

This is an onsite position in Mayfield Heights, OH.

Responsibilities

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. 

• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future questions and document interactions and outcomes for future reference.

• Safeguards Vibrantz and its customers by handling information in a confidential and sensitive manner.

• Ensure accurate pricing and terms of sale.

• Schedule shipments in accordance with customer expectations and established business parameters. 

• Provide quality service and support in a variety of other areas including, but not limited to: billing, placing and modifying orders and system troubleshooting. 

• Communicate with and troubleshoot customer issues over the phone and through email.

• Contact customers to ascertain missing data and/or clarify orders. 

• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company. 

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. 

• Maintain accurate records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. 

• Maintain a positive relationship with other departments for order completion. Collaborates effectively across functions such as Supply Chain, Production Planning, Scheduling, Commercial/Sales Managers, and Account Receivable.

• Handles customer complaints with patience and professionalism.  Escalates complex issues to the appropriate manager. 

Required Experience

• High school diploma or GED required.

• 1+ year administrative experience, preferably in a customer service environment. 

• Strong communication skills, patience and problem-solving skills are essential. 

• Excellent technology skills, preferably using a CRM system such as SAP.

Benefits

• We offer a comprehensive benefits package including medical, dental, life insurance, paid vacation, and 401K.

Physical Requirements and Working Conditions

Sitting and using a computer for extended periods of time.  Wears a headset for phone and Teams communication.  Basic visual acuity (reading computer monitors, documents).  Minimal lifting that would be typical in an office setting. 

The physical demands and working conditions are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Location

Mayfield Heights, OH

Vibrantz is committed to protecting your privacy. We provide a Website Privacy Policy located on our Vibrantz.com site to explain the type of information we collect and to inform you of the specific practices and guidelines that protect the security and confidentiality of your personal data. Please read that policy carefully. If any term in the policy is unacceptable to you, please do not use the Website or provide any personal data. This policy may change from time to time (see Revisions to Our Privacy Policy on Vibrantz.com).

Vibrantz Technologies Inc. (“Vibrantz”) is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Vibrantz strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender, age, physical or mental disability, genetic information, sexual orientation, or any other characteristic protected under applicable federal, state, or local law.