Customer Service Representative

Franklin International, a leading manufacturer of adhesives, coatings, and sealants is currently seeking a Customer Service Representative for our Construction Building Products division. This position is responsible for: managing the order fulfillment process from initial order receipt through invoicing; maintaining customer pricing within the ERP software and researching and resolving problems related to the order fulfillment process; acting as a liaison with other departments such as sales, credit, distribution, manufacturing and the customer in meeting customer needs; following up either verbally or in writing to ensure customer satisfaction.

Fundamental Job Tasks

• Maintains good customer relations by positively representing Franklin.  Develops positive relationships with our customers.  Maintains positive rapport with any internal or external, new or existing customer.  Responds to internal or external complaints in a timely manner. Is polite and attentive to internal/external customer’s problems and inquiries.
• Meets customers’ needs by organizing internal efforts.   Plans a logical sequence of events beginning when the customer places order until order is received by customer.  Revises plans for changes made by customer, production, shipping, etc. 
• Anticipates and communicates potential problems before they become service issues.  Manages complex and conflicting priorities.  Tracks customer orders and deals with any internal and sometimes external problems to achieve delivery.  Acts as liaison between our customer and Franklin’s internal departments.  Encourages cooperation among all team members.  Creatively searches for ways to improve efficiency and effectiveness, especially in the area of customer responsiveness.
• Facilitates and exhibits wise decision-making by compiling, maintaining, reviewing, and extracting data.  Designs charts and spreadsheets to assist with sales analysis.  Uses sales history resources to resolve internal/external customer claims or disputes.  Researches sales information to monitor customer accounts.
• Decides a price to quote based on current price structure. Proofreads faxed or mailed orders and confirmations.  Inquires and verifies availability of stock.  Checks orders in the system for correct information.  Verifies calculations when entering pricing or at time of invoicing.  Checks authorization on shipments that are being shipped or returned.  Verifies open orders for accuracy and follows-up with scheduler concerning any discrepancies.

Knowledge and Skills

A 2 year college degree or a minimum of three years of customer service experience is required.  Strong computer skills are a must, including a working knowledge of spreadsheet and word processing applications.  ERP experience is a plus.  Must maintain a professional attitude and demeanor while working in a sometimes high-stress environment.  Needs strong communication skills when on the phones with customers and when presenting customer’s needs to others in the organization.  Knowledgeable of company policies, procedures, practices, products and services.

Working Conditions

This position generally performs work within a standard office environment.  0-10% of the time it is required that this position be in the manufacturing areas (for tours, postings, employee contact, etc.), subjected to extreme noise and temperature variation.  When in such environments, this position is required to wear the appropriate eye, ear, head, and foot protection (PPE).  Minimal day travel may be required 0-10% of the time.

About Us

Based in Columbus, Ohio, Franklin International is among the largest privately held manufacturers of adhesives and sealants in the United States. We opened in 1935 as the Franklin Glue Company and today are known as Franklin International to reflect our global distribution across 60 countries on six continents around the globe. Our Construction Building Products division provides the Titebond brand of glues, adhesives and sealants for use in woodworking and all facets of residential and commercial construction. Franklin International employs over 400 people in its laboratory, R&D center, sales/marketing offices and manufacturing facility, all located at its corporate headquarters in Columbus, Ohio. We are an American family-owned, U.S.-based company and our products sold in the U.S. are made in America.

Franklin International is proud of our family-friendly atmosphere. We are small enough that people know your name, but big enough to have the resources available to do amazing things within our industry. Our award-winning benefits program includes a wide range of benefits from medical, dental, and vision insurance to more unique options like a free on-site fitness center, nurse health coach, 529 Plan matching, and adoption support. Our average employee tenure is over twelve years; learn more at www.FranklinInternational.com.

Our Vision: To be the most trusted adhesion company in the world.