Representative, Customer Service

The SGL site in St. Marys, Pennsylvania, is our largest graphite component processing site worldwide. It is characterized by its broad product portfolio and expertise in machined, purified and CVD coated parts used especially in the fast growing LED and semiconductor industries. The site is part of the Business Unit Graphite Solutions.

This position provides integrated, quality service to customers in the areas of quotations and order management activities.  The Customer Service Rep. works closely with other departments on material availability, lead times, and other customer requirements to provide world class service throughout the entire order management process. 

What to expect:

• Handles customer inquiries and resolves issues adhering to company and/or departmental policies and procedures ensuring customer satisfaction. 
• Work with Quality and Technical Sales to field general questions and/or process customer requirements. 
• Regularly review open orders and provide updates to customer. 
• Follow-up on past due accounts for payment status and collection of cash.
• Enter new customer information in SAP and maintain sales and marketing data fields. 
• Serves as first voice of the customer and communicates within SGL as necessary for resolution.
• Develops business partnership with customers based on trust and aligned with SGL strategic sales and profit objectives. 
• Develops and communicates timely price quotations utilizing internal cost estimating processes and aligned with established pricing policies. 
• Works closely with sales team to proactively analyze customer demands.  Evaluates alternate feeder stock utilizations or additional manufacturing site scenarios where applicable that satisfy customer needs while maximizing profitability. 
• Manages and monitors all order activities from inquiry to cash collection. 
• Creates customer complaints, issues return orders and processes credits.

What we are looking for:

• Associate degree in business-related field.  Bachelor degree preferred. 
• Proficient computer skills, including working knowledge of Microsoft Office programs (Word, Excel)
• 5 years of related experience preferred (Manufacturing Sales/Customer Service)
• Proficient verbal and written communication skills 
• Ability to work without close supervision and to make independent, sound decisions to meet deadlines 
• Knowledge of integrated business systems and SAP, preferred
• Previous experience navigating export control regulations, preferred 

What we offer:

SGL offers a competitive benefits package including:

• Medical and Prescription Drug coverage
• Dental insurance
• Vision insurance
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Basic Life and AD&D (Accidental Death & Dismemberment) insurance
• Short Term and Long Term Disability insurance
• Voluntary Spouse Life insurance
• Voluntary Child Life insurance
• 401k Savings Retirement Plan with employer match
• Vacation days
• Paid Holidays