Customer Service Representative

Johnson Matthey · West Chester

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World-changing careers, enabled by Johnson Matthey. With more than 200 years history, join us and help to accelerate the transition to net-zero! As a Customer Service Representative you’ll contribute to JM’s mission as a world leader in sustainable technology, transforming energy and reducing carbon emissions for a cleaner, brighter future.

Direct account responsibility for inside sales of precious metal, precious metal products, and Nitinol products within assigned industrial market sector via telesales role.  Direct responsibility for all customer quotations, order entry, verification of order parameters, including lead time and change notices within assigned product group. Incumbent must be responsive to customers’ requirements by coordinating expediting of customer orders with plant scheduling, resolving complaints, processing invoices, ensuring accounts are paid in full and maintained with established credit terms.

The role:

As a Customer Service Representative, you will help drive our goals by:

• Acts as a liaison between Johnson Matthey business unit and customers to facilitate and enhance working relationships to insure customer needs are met
• Responsible to assist with the achievement of planned revenue, account development and implementation for products and services manufactured by the business unit
• Obtains, communicates, and identifies opportunities, competitive information, customer needs, trends and influences on accounts
• To interact daily with industrial customers to provide outstanding customer service for the products and services of Platinum Group Metal Services through telephone/email contact with customers.
• Act as liaison between JMI departments and customers to facilitate working relationships and ensure that customer needs are understood and communicated.
• Accurately quote prices.
• Order entry and verification of the customer’s written purchase order, order confirmation, and invoice must be complete within 24 hours of receipt.
• Respond to all standard quote requests within 24 hours.  Contact customer within specified time period to assist in follow-up on quotes.
• Coordinate quoting of nonstandard items through cost estimating making certain that customer requirements are fully specified and clearly understood.
• Coordinate resolution of all customer complaints on a timely basis in such a way as to result in improved customer relations.
• Direct monitoring of customer metal consignment balances/metal deals to ensure adequate quantity of metal is present to meet the business unit’s financial and production requirements.
• Assist in budgeting process and monthly forecasting process by providing information on customer trends and tendencies to support revenue and S&OP demand forecasting.
• Maintain a business and technical awareness for those products assigned to the Customer Service Representative.
• Interface with Customer Service Manager/ Sales Manager to expedite flow of pertinent information and coordinate response to customer needs.

Key Skills the will help you succeed in this role:

• Bachelor’s Degree - Desired
• Customer service experience - Essential
• Excellent communication and active listening
• Ability to build strong collaborative relationships
• Ability to multi-task, prioritize, and manage time effectively
• Strong organizational skills
• High attention to detail
• Highly computer literate with exceptional Microsoft Word, Excel and PowerPoint skills

Even if you only match some of the skills, we’d love to hear from you to discuss further!

What we offer:

We make sure salaries are fair, competitive and aligned to individual roles, experience and responsibilities. We also support hybrid and flexible working and offer comprehensive employee benefits , including health, life, disability and retirements plans that support our employees’ financial and physical wellbeing, such as:

• Retirement Savings (401K Match, plus an additional Employer Contribution)
• 20 days annual PTO (varies for shift- based roles)
• Life and Disability Insurance
• Health Insurance (Medical, Prescription,  Dental and Vision)
• Voluntary Benefits
• Wellbeing  Programs and Incentives
• Tuition Assistance
• Parental Leave

Ready to make a meaningful impact on your career and the environment? Join us and help shape a sustainable future while advancing your career!

At JM, inclusivity is central to our values. We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.

For any queries or accessibility requirements, please contact GlobalRecruit@matthey.com. We will work with you to make suitable adjustments at any stage of the recruitment process. All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience.

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To submit your application, please click the "Apply" button online.

All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise. Johnson Matthey respects your privacy and is committed to protecting your personal information.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.

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