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Title:  Senior Digital Customer Care Representative

Location: 

Downers Grove, IL, US, 60515

Company:  Univar Solutions Inc
Requisition ID:  16134

Want to work for a company that is reimagining distribution?  Join Univar Solutions, the premier global distributor of chemicals and ingredients.  Our goal is to function as a direct extension of our customers’ teams; to serve as an ally in their quest of business success. 
 

At Univar Solutions, we’re building on our more than 90 years of experience  and drawing on deep resources – inventory and logistics experts, scientists, PhDs, procurement, customer service, sales and marketers-to deliver consultative services and an unmatched portfolio to solve customers’ formulation and operational challenges.  When you work for Univar Solutions, you’ll play an important role in shaping how we deliver more than chemical and ingredients. 

 

Primary Purpose:

The Sr. Digital Customer Care Representative serves as single point of contact to provide consistent, positive customer experience surrounding all of Univar’s digital tools.  The primary responsibilities for this role include:

  • Resolving online customer questions inquiries
  • Staffing the Live Chat feature on ChemCentral.com and Shop.UnivarSolutions.com
  • Customer registration review and approval. 

This role will work closely with partners in customer service and product management to quickly resolve incoming customer inquiries from our Ecommerce properties.  The incumbent will be empowered to make decisions on behalf of company and will lead resolution of service issues that directly impact customer order fulfillment.  Supports internal teams with training on digital capabilities. 

 

Deliverables:

  • Act as subject matter expert on Univar Solution’s digital capabilities and serve as front-line support for customers, customer service, and members of the sales team
  • Review and approve incoming Shop.UnivarSolutions.com registration requests
  • Capture customer insights and provide voice of customer feedback to enhance the digital product backlog
  • Triage incoming Ecommerce customer support requests to appropriate internal team members to quickly and accurately resolve customer inquiries
  • Conduct digital product demonstrations for customers, commercial teams, and customer service to accelerate adoption
  • Support Agile and product development teams with Systems Integration Testing (SIT) and User Acceptance Testing (UAT)
  • Interact with customers to respond and resolve inquiries posted on Ecommerce Live Chat feature and digital inboxes.
  • Performs other related duties as required or requested.

 

Problem Solving:

  • More Difficult: Resolve customer facing issues in an effective, efficient manner through effective internal/external negotiations and associated creativity. 
  • Decision-Making Authority: This role will serve to triage customer inquiries by identifying the proper contact to resolve questions pertaining to digital capabilities

 

Required knowledge and skills:

  • Communication and active listening skills
  • Telephone skills
  • Proficiency of Microsoft Office suite
  • Comfortable presenting in front of small and large audiences
  • Knowledge of Univar USA products, services, and the industries we serve
  • Problem-solving
  • Ability to prioritize and multi-task
  • UVX / SAP System Skills
  • Experience working in Salesforce or similar CRM system is a plus

     

Experience:

  • Three-plus years prior customer service/or sales support experince.
  • Expereince in distribution or similar industry
  • Demonstrated expereince driving customer inquiries to resolution quickkly and with high leves of customer satisfaction

 

Education/Training:

  • Bachelor’s degree preferred
  • ERP/CRM experience preferred

 

Behavioral Competencies:

  • Building Customer Loyalty - Meeting and exceeding (internal or external) customer expectations while cultivating relationships that secure commitment and trust.
  • Execution and Driving for Results - Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
  • Continuous Improvement - Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions
  • Active Learning - Seeking and leveraging opportunities to gain new skills, knowledge, and experiences; quickly assimilating and applying new information and skills to enhance sales results.
  • Collaborating - Working cooperatively with others to help a team or work group achieve its goals.

 

Physical Demands/Environmental Conditions:

  • Work as part of a collective team
  • Fast-paced office environment
  • Stress level
  • Keyboard entry

 

Univar Solutions 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 employees including medical, dental, STD, LTD and life insurance, 401k, generous PTO and much more.

 

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