Customer Service Representative/Shipping Coordinator

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.
• Monitor freight performance and resolve transportation issues.
• 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 sense of urgency.
• Ability to manage multiple tasks/projects and meet deadlines.
• Customer-focused mindset with strong relationship-building skills.
• Analytical thinking and problem-solving ability.
• Ability to contribute ideas to improve processes, safety, quality, and performance.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); SAP or similar CMMS experience preferred.

ESSENTIAL FUNCTIONS & PHYSICAL DEMANDS INCLUDE, BUT ARE NOT LIMITED TO:

• Ability to work scheduled on-call rotation (one evening per week and one weekend per month) and additional overtime as needed.
• Perform customer service and shipping coordination duties, including order entry, shipment scheduling, and communication with customers, carriers, and internal teams.
• Maintain regular, reliable, and predictable attendance to support business operations and customer needs.
• Work primarily in an office environment, including prolonged periods of sitting, computer use, and telephone communication.
• Occasionally access plant and mining environments to support operational needs, which may include exposure to uneven terrain, dust, noise, vibration, fumes, oils, and other industrial materials and varying weather conditions, including extreme heat, cold, wind, and precipitation.
• Perform physical activities such as sitting, standing, walking, reaching, and occasional bending or stooping.
• Must be able to see, hear, and communicate effectively to perform job duties and interact with internal and external stakeholders.
• Ability to occasionally lift and/or move up to 50 pounds.

The essential functions and physical demands described above are representative of those required to successfully perform this role, with or without reasonable accommodation.

REQUIRED EDUCATION:

• High School Diploma or GED equivalent.

PREFERRED EDUCATION:

• Associate's or Bachelor's degree in Supply Chain, Logistics, Business, Finance or related field, or equivalent work experience.

REQUIRED EXPERIENCE:

• 2-4 years of experience in customer service, shipping, distribution or heavy transportation.

PREFERRED EXPERIENCE:

• Previous experience in production operations or similar manufacturing operations.

COMPETENCIES:

• Operating Skills
• Energy & Drive
• Personal & Interpersonal Skills

DISCLAIMER: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. The company reserves the right to modify duties or assign additional responsibilities as needed.

Lhoist North America is proud to offer a highly competitive compensation package designed to support your well-being and future.

Our benefits include comprehensive medical, dental, vision, life, and disability insurance, along with paid vacation and sick time.We also offer an attractive 401(k) Retirement Savings Plan with a generous Employer Match as well as a Supplemental Contribution based on your Years of Service to help you plan confidently for the future. We recognize that growth doesn't stop at the workplace. That's why we provide educational assistanceto encourage continued learning and professional development, empowering our employees to reach their full potential.

At Lhoist North America, your success is our investment.

Lhoist North America is proud to be an Equal Opportunity Employer.

We are committed to fostering a workplace that values inclusion, respect, and diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We believe that a diverse and inclusive environment strengthens our teams and drives innovation. That's why we encourage individuals from all backgrounds to apply and strive to ensure every employee feels respected, supported, and empowered to succeed.

At Lhoist North America, inclusion isn't just a policy, it's a core part of who we are.

If you need assistance completing the application process, please contact lna.accommodations@lhoist.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.