Sales and Customer Support Representative
ChemTreat, Glen Allen, VA, United States
General Description
Fulfill internal and external customer needs as a Sales and Customer Support Representative through a high volume of complex phone calls (averaging 25–40 calls a day), while also handling electronic requests (averaging 10–20 e‑mail tasks weekly).
The Sales and Customer Support Representative provides unscripted, customized professional service with the expectation that the Representative has sole ownership over the resolution within a 24‑hour window.
Schedule alternates between 8:00 AM EST – 4:30 PM EST, 8:30 AM EST – 5:00 PM EST, and 9:30 AM EST – 6:00 PM EST depending on business needs Monday through Friday.
Essential Functions & Responsibilities
Support the sales force to resolve complex situations
Problem solves delivery issues, probes and fact‑finds for key elements, and tracks orders to delivery
Process phone orders (40–50 orders daily) and electronic orders (10–15 orders weekly)
Responsible for all account maintenance (inclusive, but not limited to account contact information, account tracking, pricing requests, etc.)
Read and decipher notes in order entry
Follow the escalation procedure for outstanding tasks
Control the phone calls (direction, pace, tone)
Diffuse irate callers
Review customer Purchase Orders (PO) for order entry when necessary
Accurately place text‑based, customer PO, and e‑mail chain orders
Champion problem solving to improve errors made by team and self; drive to root cause and implement sustainable countermeasures
High level of multitasking and prioritizing complex tasks
Discern commission decisions at order entry and take action as necessary
Communicate with vendors to obtain order status and product information
Determine freight charge routing and allocation to properly apply freight charges to customers
Interpret customer purchase orders to identify long‑term contracts and sales agreements
Establish connections for sales agreements and enforce maximum purchasing amount
Supplemental Responsibilities
Develop and share best practices with team
Understand and adapt to changes in processes and procedures
Ability to understand lean manufacturing metrics as they relate to daily performance measures
Additional duties as assigned
Other duties as assigned
Other Information
Comprehensive 60‑day training program
Cross training in other areas within the department
18–24 months’ commitment to Corporate Services
Development opportunities for company growth if so desired
Knowledge & Skills
Technical, analytical skills and business knowledge
Communication and interpersonal skills; teamwork and leadership
Organizational skills; self‑management
Critical thinking and attention to detail
Ability to handle a fast‑paced environment
Clear phone diction
Professional phone and email etiquette
Consistently communicate with supervisor and team regarding status of daily workload
Positive attitude during stressful situations and ability to handle multiple interruptions
Ability to build rapport and relationships with customers
Confident interaction with other departments and senior leadership
Open to change and learning
Education & Experience
High School Diploma or GED required
Associate degree or bachelor’s degree preferred
3–5 years of business and/or customer contact center experience preferred
Spanish verbal and written skills a plus, but not required
Physical Demands
Constantly required to sit and occasionally required to walk, stand, climb (includes stairs), balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell
Constantly using hands and fingers to handle, feel or operate objects, and computer keyboards
Routinely required to reach with hands and arms, squat, turn/twist, or reach, lift, carry, push, or pull up to 20 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
The physical demands described here 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
Working Conditions & Environment
Consists of an indoor work office environment with good ventilation, adequate lighting, and low noise levels
At Will Statement Employment with ChemTreat is on an at‑will basis, which means that either the employee or ChemTreat can terminate the employment relationship at any time and for any reason (or no reason), with or without notice, unless the employee and ChemTreat have entered a written agreement signed by the employee and a duly authorized representative of ChemTreat.
Equal Opportunity ChemTreat, Inc. is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any characteristic protected by law.
Compensation The compensation range for this role is $25.48 – $25.48 USD per hour.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.
The EEO posters are available.
#J-18808-Ljbffr
The Sales and Customer Support Representative provides unscripted, customized professional service with the expectation that the Representative has sole ownership over the resolution within a 24‑hour window.
Schedule alternates between 8:00 AM EST – 4:30 PM EST, 8:30 AM EST – 5:00 PM EST, and 9:30 AM EST – 6:00 PM EST depending on business needs Monday through Friday.
Essential Functions & Responsibilities
Support the sales force to resolve complex situations
Problem solves delivery issues, probes and fact‑finds for key elements, and tracks orders to delivery
Process phone orders (40–50 orders daily) and electronic orders (10–15 orders weekly)
Responsible for all account maintenance (inclusive, but not limited to account contact information, account tracking, pricing requests, etc.)
Read and decipher notes in order entry
Follow the escalation procedure for outstanding tasks
Control the phone calls (direction, pace, tone)
Diffuse irate callers
Review customer Purchase Orders (PO) for order entry when necessary
Accurately place text‑based, customer PO, and e‑mail chain orders
Champion problem solving to improve errors made by team and self; drive to root cause and implement sustainable countermeasures
High level of multitasking and prioritizing complex tasks
Discern commission decisions at order entry and take action as necessary
Communicate with vendors to obtain order status and product information
Determine freight charge routing and allocation to properly apply freight charges to customers
Interpret customer purchase orders to identify long‑term contracts and sales agreements
Establish connections for sales agreements and enforce maximum purchasing amount
Supplemental Responsibilities
Develop and share best practices with team
Understand and adapt to changes in processes and procedures
Ability to understand lean manufacturing metrics as they relate to daily performance measures
Additional duties as assigned
Other duties as assigned
Other Information
Comprehensive 60‑day training program
Cross training in other areas within the department
18–24 months’ commitment to Corporate Services
Development opportunities for company growth if so desired
Knowledge & Skills
Technical, analytical skills and business knowledge
Communication and interpersonal skills; teamwork and leadership
Organizational skills; self‑management
Critical thinking and attention to detail
Ability to handle a fast‑paced environment
Clear phone diction
Professional phone and email etiquette
Consistently communicate with supervisor and team regarding status of daily workload
Positive attitude during stressful situations and ability to handle multiple interruptions
Ability to build rapport and relationships with customers
Confident interaction with other departments and senior leadership
Open to change and learning
Education & Experience
High School Diploma or GED required
Associate degree or bachelor’s degree preferred
3–5 years of business and/or customer contact center experience preferred
Spanish verbal and written skills a plus, but not required
Physical Demands
Constantly required to sit and occasionally required to walk, stand, climb (includes stairs), balance, stoop, bend, kneel, crouch or crawl, and talk, hear, and smell
Constantly using hands and fingers to handle, feel or operate objects, and computer keyboards
Routinely required to reach with hands and arms, squat, turn/twist, or reach, lift, carry, push, or pull up to 20 pounds
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
The physical demands described here 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
Working Conditions & Environment
Consists of an indoor work office environment with good ventilation, adequate lighting, and low noise levels
At Will Statement Employment with ChemTreat is on an at‑will basis, which means that either the employee or ChemTreat can terminate the employment relationship at any time and for any reason (or no reason), with or without notice, unless the employee and ChemTreat have entered a written agreement signed by the employee and a duly authorized representative of ChemTreat.
Equal Opportunity ChemTreat, Inc. is an Equal Opportunity Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any characteristic protected by law.
Compensation The compensation range for this role is $25.48 – $25.48 USD per hour.
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.
The EEO posters are available.
#J-18808-Ljbffr