Customer Service Representative - United Salt Baytown, LLC

Company: USC Baytown, LLC

Hiring Manager: Karen Berwick

This is an hourly non-exempt Position

Job Summary:
The Customer Service Representative will serve as a primary point of contact for customers, ensuring a high level of service and professionalism while supporting daily operations in order entry, inventory coordination, and communication across departments. This role requires excellent organizational skills, effective communication, and the ability to work both independently and collaboratively.

Key Responsibilities:
• Accurately enter and process customer orders in a timely manner
• Answer and manage customer inquiries by phone and email with professionalism and courtesy
• Verify daily product inventory to confirm availability for all open orders
• Ensure all customer orders are reviewed, matched with shipping documentation (BOLs), and scanned into the IKAN system daily
• Maintain customer files and documentation with accuracy and attention to detail
• Learn and retain product knowledge, including product types and codes
• Participate in cross-training within the department to support team flexibility
• Complete monthly department-required SQF (Safe Quality Foods) training
• Collaborate with Corporate Customer Service teams and other United Salt plants (Saltville, Carlsbad, Hockley), as well as the Transportation Department.

Position Summary:
• Support all customers in daily tasks. Areas of concentration include order management, sales support, pricing, and product inventory.

Responsibilities (Essential Functions)

• Manage order entry and fulfillment for key customer segments, including Round Cans, Bag Products, Pellets, Bulk Trucks, and Bulk Bags
• Support Territory Managers with customer communications and required documentation
• Maintain strong, professional customer relationships through effective service and follow-through
• Participate in trade shows as needed to support sales and customer engagement
• Identify and resolve customer concerns efficiently; escalate as appropriate to ensure resolution
• Act as a liaison between customers and internal teams for product availability, logistics, and complaint resolution
• Work collaboratively with team members to identify service improvements and share best practices
• Demonstrate accountability by taking ownership of tasks and following through on commitments
• Maintain composure and professionalism under pressure, and treat others with respect and consideration regardless of status or position

Education, Experience, and Certifications:
• High School Diploma or GED

Core Skills:
• Microsoft Office (Excel, Word); timekeeping/payroll and web-based systems (e.g., E-Time Sheet).
• Read and apply safety rules, instructions, and technical manuals; write routine reports and documentation.
• Basic math and production reconciliation (production, shipped/received totals and metrics).
• Problem-solving and judgment; interpret and carry out written/verbal instructions (including diagrams and schedules).

Competencies:
The successful candidate will demonstrate the following core competencies:

• Accountability: Takes ownership of results; follows through on commitments; and holds self/others to established standards.
• Big Picture Thinking: Understands how daily decisions impact safety, quality, cost, and service; prioritizes work to meet overall business objectives.
• Communicates Effectively: Shares information clearly and respectfully; listens for understanding; and escalates issues appropriately.
• Continuous Improvement: Identifies opportunities to improve safety, quality, and productivity; supports standard work; and participates in problem-solving.
• Customer Focus: Delivers quality product and service; meets commitments; and maintains a sense of urgency to support customer needs.
• Growth Mindset: Seeks feedback; learns from mistakes; and pursues training and development opportunities.
• Initiative: Takes appropriate action without being asked; identifies and addresses issues proactively; and supports others as needed.

Working Conditions:

• In-office environment. Responsibilities include computer, email, and phone tasks. A willingness to travel is required or preferred.
• Work hours: Monday through Friday – 8 Hour Shift

Other Requirements
• Must be able to complete and pass post-offer checks, including, but not limited to, background, drug, references, and education.

Organization (For Managers and Supervisors Only)
Positions Reporting Directly to this Position
None