At Lhoist North America, our core values of Respect, Courage, and Integrity are more than words. We respect people, encourage courageous innovation, and uphold integrity in everything we do. If these principles resonate with you, you may find your next great opportunity with us.
We believe our people make the difference. That’s why we invest in talent by offering meaningful opportunities to grow your skills, expand your knowledge, and pursue your interests. Our work environment prioritizes safety, fosters collaboration across teams, and embraces inclusion. Here, you’ll be challenged to grow, and you’ll be supported throughout your career journey. Join us and help shape the future of Lhoist North America.
POSITION SUMMARY: The Customer Service Representative / Shipping Coordinator provides exceptional customer support while ensuring the efficient and accurate coordination of product shipments. This role serves as a key liaison between customers, transportation providers, and internal teams to support timely order fulfillment. The position requires strong organizational, communication, and problem-solving skills in a fast-paced environment. While primarily office-based, the role also supports plant operations as needed and requires adaptability to industrial environments with a strong focus on safety, accuracy, and customer satisfaction.
RESPONSIBILITIES & EXPECTATIONS:
1. Customer Service & Communication
Serve as the primary point of contact for customers, ensuring timely, accurate, and professional communication.
Process customer orders, inquiries, and requests with a high level of accuracy and attention to detail.
Build and maintain strong customer relationships through responsive, solution-oriented service.
Resolve customer issues (order discrepancies, delivery concerns, billing questions) in a timely manner.
Collaborate with internal teams (sales, operations, logistics, finance) to meet customer expectations.
2. Order Management & Coordination
Enter, track, and manage customer orders within company systems.
Monitor orders from entry through delivery and proactively address delays or discrepancies.
Ensure all documentation and system entries are complete, accurate, and compliant.
Maintain organized records of customer interactions and transactions.
3. Shipping & Logistics Coordination
Coordinate daily shipping activities to ensure timely, efficient, and cost-effective delivery.
Schedule shipments with carriers (truck, rail, or other modes).
Prepare and verify shipping documentation (e.g., bills of lading and related documents).
Communicate shipping schedules and updates to stakeholders.
Work with logistics and plant operations to resolve transportation and delivery issues.
4. Problem Solving & Continuous Improvement
Identify and resolve operational challenges related to order fulfillment and logistics.
Escalate complex issues appropriately while maintaining ownership.
Contribute to process improvements that enhance efficiency and customer experience.
5. Compliance & Safety Awareness
Adhere to all company policies, regulatory requirements, and safety standards.
Maintain awareness of product handling and shipping regulations.
6. General Expectations
Demonstrate strong organization, time management, and attention to detail.
Maintain a customer-focused mindset with a sense of urgency.
Communicate clearly and professionally, both verbally and in writing.
Adapt to changing priorities and work effectively in a team environment.
Perform other duties as assigned.
REQUIRED ATTRIBUTES:
High level of dependability, reliability, and commitment to attendance.
Effective communication skills with customers and internal stakeholders.
Working knowledge of order-to-cash processes.
Strong organizational skills with disciplined use of systems and tools.
Proactive, forward-thinking approach with strong problem-solving capabilities.
Ability to manage competing priorities in a fast-paced environment.
Strong attention to detail, accuracy, and…