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Posted: Monday, January 8, 2018 4:42 AM

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Title: Customer Service Representative (Environmental Science) - Orlando

Location: Orlando, FL, US, 32819

Company: Univar USA

Requisition ID: 4346

It starts with great chemistry.

Univar is more than a distribution company we're a leading, global partner dedicated to improving quality of life for our customers through the products, expertise, and relationships that serve the world's most essential industries. Founded in 1924, with global headquarters in Downers Grove, IL, Univar generated $8+ billion in sales in 2016 securing the #1 market position in North America and the #2 market position in Europe.

Creating great chemistry is not just about the innovative products and services we safely deliver to customers around the world. It also takes people people like you and today, our worldwide team of more than 8,000 employees is helping build a company where the best people want to work. If you're looking for an experience where your actions will make a positive difference every day, you've come to the right place.

Primary Purpose:

Under the general direction of the local Customer Service Leader, the Customer Service Representative is responsible for timely, effective Sales Order Entry (SOE) and Sales Order Management (SOM) activity.

Key Deliverables:


% of Time

Sales Order Entry

* Receives and processes customer purchase orders in a timely, accurate manner

* Verifies and confirms customer orders and delivery expectations

* Confirm pricing between PO and customer account

* Primary responsibility for managing inbound customer communication via phone and email

15 - 25%

Sales Order Management

* Develops solutions to customer needs/opportunities to fulfill an order

* Tracks order exceptions and maintains as needed

* Addresses backorders, change orders and delivery issues to ensure order completion in a timely manner. Escalates price changes on current orders to sales.

* Establishes communication with appropriate internal Univar personnel (e.g. Operations, Sales, and Buyers) to ensure timely responses to fulfillment issues

* Upsells the customer to a larger order quantity following MOQ guidelines and/or different packaging based on pallet size (CS doesn't have a tool for easy access to order history, would be great in the future).

* Communicates order status back to customer through life cycle of the order

60 70%

Additional Responsibilities Include:

* Management of order fulfillment non-conformances through use of SFDC Cases

* Capture of lost orders via use of sales leakage tool

* Assist customer with miscellaneous account support needs, ensuring a positive customer experience

* CRM Support maintain customer contacts in collaboration with commercial team in

* RGAs initiate returned goods authorization requests on behalf of customers

* Participation in process improvement project work

* Leading training activity/serving as SME for CS related activity (Lead only)

* On Call requirements for select lines of business (i.e. Energy)

* Perform specific duties in addition to above assigned by Supervisor

15 20%


* Regular participation in daily huddles & team meetings

* Compliance with all established Univar training requirements

* Additional skill building opportunities

* Technology Skills: Comfort working across a variety of business information systems, including MS Office Suite (Outlook, Excel, Word, etc), MS Sharepoint, ERP systems, CRM systems, Quoting applications, Ecommerce interface, Customer Portals (Arriba, etc).

10 15%


* Bachelor's degree preferred

* Computer literacy required; MS Office (Word, Excel)

* Previous experience in a customer facing service capacity (telesales, customer service, contact centers)

* Knowledge of chemical industry and/or distribution preferred

* SalesForce platform experience desired

Specialized Knowledge/Skills:

* Strong verbal /written communication skills

* Strong organizational skills

* Able to multi-task and prioritize effectively in a collaborative, team environment

* Familiarity with CRM technology preferred

* Decision-making ability; balancing customers' needs and company objectives

* Knowledge of chemical industry and/or distribution, and/or B2B experience preferred

Behavioral Competencies:



Drive for Results

Setting personal expectations for accomplishing business goals; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.

Building Customer Relationships

Ensuring that the customer's (internal or external) needs are met; building productive relationships with high priority customers and internal business partners; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.

Continuous Improvement

Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

Problem Solving

Ability to solve problems or varying complexity. Recommends potential solutions aligned with Univar strategy/vision. Selects best possible course of action to benefit customer & Univar in a balanced manner.


Ability to make basic decisions based on normal business situations. Knows where to go for decision making support.

Physical Demands/Environmental Conditions/Other Requirements:

* Office environment

* Pace of activity

* Stress level

* Keyboard entry

* Time zone adjustments based on customer working hours

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. This job description is subject to change at any time.

Univar is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification.

We offer comprehensive benefits to full time and part time employees including medical, dental, STD, LTD and life insurance, 401k, generous vacation and sick leave and much more.


Associated topics: bioassay, climate, conservation, ecology, environmental, epa, food, sustainability, water, wetlands


• Location: Orlando

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