Royal Adhesives & Sealants Customer Service Representative in Simpsonville, South Carolina

Customer Service Representative

Department: Customer Service

Location: Simpsonville, SC

Subsidiary: Royal Adhesives & Sealants, LLC


The customer service representative serves as the liaison between the customer and internal staff to assure the order fulfillment process is complete according to customer requirements and that customer satisfaction is maintained. This position coordinates the order process from customer PO/request through delivery by: entering order in the system, working collaboratively with production scheduling, shipping and the logistics company, and maintaining timely communications with the customer. This position facilitates the resolution of customer issues.


  • Accountable for driving operational excellence and improving customer-centric partnerships through the execution of premier service delivery.

  • Independently and effectively prioritize daily tasks, and follow up on resolutions that ensures customer satisfaction.

  • Receive customer orders via phone, efax and/or email, process timely in our Adage system and provide updates to the customer, internal partners or 3PL as needed.

  • Manage customer expectations by clearly communicating our commitments to the customer (ie. Delivery dates or problems resolution) and by promptly updating the customer with changes in status.

  • Use judgment and knowledge of strategic plans for each customer to respond to requests for orders, technical support and other services.

  • Make appropriate service decisions based on knowledge of the business strategy and goals for each customer and product.

  • Develops and maintains pro-active business relationships with customers and internal partners.

  • Demonstrate understanding of products, packaging and business process to be able to proactively resolve problems.

This is a general description and is not intended to be all inclusive.


  • Must have chemical manufacturing customer service experience with internal business processes including those involved in the order fulfillment process.

  • Experience with Adage, SAP or other MRP related order entry systems, strongly desired.

  • Experience in customer care having demonstrated a commitment to customer loyalty, advocacy, engagement, and retention.

  • Excellent customer service orientation both in terms of communication and interpersonal skills.

  • Excellent verbal and written communication skills to interact effectively with customers and internal staff.

  • Ability to maintain positive, collaborative working relationships both internally and externally.

  • Stress tolerant.

  • Ability to multi-task servicing multiple product lines and multiple order fulfillment channels to ensure customer-s requirements are met.

  • Proficient in Microsoft Office Suite software and familiarity with Excel.

  • Work comfortably in a paperless environment.

  • Working knowledge of the order process, from accepting a PO to shipment of the product and what that process entails.

  • High School diploma or equivalent demonstrated experience in a customer service role in the industrial manufacturing sector.

Royal Adhesives & Sealants, LLC is an equal opportunity and affirmative action employer and is looking for diversity in qualified candidates for careers including minorities, females, individuals with disabilities, and protected veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or other protected status.