Customer Service Representative

Sika is looking for an experienced Customer Service Representative to join it’s growing team. in the New Jersey area for our retail business. Customer Service Representative's play a key role in working closely with the retail team to manage key customer responsibilities for residential accounts, ensuring a seamless process from order entry to payment. Key duties include maintaining strong customer relationships, collaborating with sales and support teams, and ensuring high-quality service through effective order management.
Work closely with the retail team to perform key customer responsibilities for residential key accounts from order entry to payment.
Ensure that Sika remains a trusted, reliable and professional supplier through close collaboration with sales and the support teams.
Gain a strong understanding of order requirements for each key customer to ensure Sika operates and maintains a superior level of service.
Understand and track performance metrics for quality, availability, and on-time shipments via customer portals,
Act as a liaison between internal departments to ensure that customer order requests are managed and fulfilled in a timely manner.
Address customer complaints in a professional and timely manner to achieve resolution
Communicate with key customers (Home Depot, Lowes, Amazon, etc.) to quote and process daily orders and special orders.
Process RMAs, credits and rebills when required timeframes.
Identify EDI errors daily to ensure smooth order process.
Work with management team to understand overall strategy and implement accordingly.
Develop strong communications with key customer personnel by providing timely and accurate information on orders and processes
Support special projects and initiatives-promotions, seasonal orders, etc.
Bachelor's degree in business preferred, Communications or related field of study
Min 5 years customer service or related experience
Full working knowledge of SAP and familiarity with EDI process
Ability to act independently and make decisions
Ability to multi-task, prioritize and manage time effectively

Employment type
Full-time

Work arrangement
Hybrid