Customer Service Representative

Job Description

Title: Customer Service Representative

Department: Customer Service

Reports To: Customer Service Manager

FLSA Status: Non-exempt

Is environmental sustainability a core value of yours? Do you want to contribute to keeping food fresh, homes and people cool, industrial processes operating all with maximum energy efficiency and environmental sustainability in mind? All of this in a critical infrastructure industry? Then Hudson Technologies (NASDAQ: HDSN) is the place for you! Hudson Technologies is the largest independent distributor of refrigerants and the largest refrigerant reclaimer in North America. Combined with our industry leading, patented, and proprietary On-Site Chiller Services and Global Energy Services we lead the way in our commitment to the circular economy of the USD 19b HVACR (Heating, Ventilation, Air Conditioning and Refrigeration) industry.

Position Overview

Our Customer Service Representatives are an integral part of the Hudson team building relationships with

customers, helping our sales team maximize business and ensuring customer satisfaction, retention and growth through exceptional service and attention to detail. The Customer Service Representative reports to the Customer Service Manager.

Essential Duties and Responsibilities include, but not limited to:

Actively problem solve and identify creative solutions to effectively answer internal and external customer questions, provide guidance, and resolve issues both promptly and thoroughly

Establish relationships and engage with customers in a professional manner

Effectively communicate with both internal and external customers by adjusting your communication style to your audience

Keep organized records of all conversations in our call center database in a comprehensible manner

Be a liaison between operations, sales, finance, and the customer ensuring timely communication and facilitating understanding by all parties

Support customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, e-mail, CRM, and other platforms

Review incoming customer requests for accuracy, enter orders into order management system

Schedule shipments (outbound deliveries and inbound returns) utilizing logistics system, coordinating shipping documents, paperwork, and DOT requirements

Reconcile refrigerant buyback results and inform customer of final totals and resulting buyback credits

Coordinate with Accounts Payable team to ensure customers is paid in a timely manner, and coordinate with Accounts Receivable on customer balances owed

Follow detailed verbal and written instructions

10% Travel Requirement

Required Skills and Experience:

Associate degree or equivalent work experience (Bachelor’s Degree preferred)

1-3 years customer service experience in a manufacturing/industrial company preferred

Excellent written and verbal communication skills

Solution-minded professional with a drive to deliver value to our customers

Ability to build and maintain good relationships with customers

Ability to work in a fast paced, ever-changing environment, able to prioritize tasks and manage time effectively

Experience with Word and Excel, CRM systems and order management systems