Customer Service Representative

About Sika With more than 100 years of experience, Sika is a worldwide innovation and sustainability leader in the development and production of systems and products for commercial and residential construction, as well as the transportation, marine, automotive, and renewable energy manufacturing industries. Sika is a specialty chemical company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industry. Sika has subsidiaries in 103 countries around the world, produces in over 400 factories, and develops innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation industries toward greater environmental compatibility. Approximately 33,000 employees generated CHF11.20 billion in sales in 2025. Specific Responsibilities • Receive, review, and process customer orders and requests received by phone, email, customer portal, EDI, or other approved channels. • Enter and maintain accurate order information in SAP and related systems, including customer details, material numbers, quantities, pricing, requested dates, delivery instructions, and documentation. • Monitor orders from entry through shipment and delivery; communicate status, availability, backorders, delivery changes, and follow-up actions to customers, field sales, and internal stakeholders. • Act as a liaison between customers, field sales, production scheduling, plants, supply chain, logistics, shipping, credit, and accounts receivable to help expedite orders and resolve issues. • Research and resolve customer inquiries related to order status, product availability, pricing discrepancies, invoices, credits, debits, returns, re-bills, and shipment concerns. • Coordinate return material paperwork and related follow-up in accordance with company policy. • Escalate urgent customer concerns, recurring issues, or service risks to management with clear facts, impact, and recommended next steps. • Support daily and weekly backorder, open order, and customer follow-up reporting as assigned. • Maintain professional working relationships with customers, field sales, plants, planners, and internal support teams. • Encourage customers to use approved ordering and self-service tools where appropriate, including customer portal or system order processes. • Follow established customer service policies, standard work, documentation requirements, and compliance expectations. • Identify process improvement opportunities and share feedback that can improve customer experience, order accuracy, communication, and internal handoffs. • Perform other duties as assigned by the manager. • High school diploma or equivalent required; associate or bachelor’s degree preferred. • Two or more years of customer service, order management, inside sales support, manufacturing, distribution, or related business experience preferred. • Experience with SAP or other order entry software preferred; Microsoft Office and email proficiency required. Salesforce, customer portals, reporting tools, or Power BI experience is a plus. • Strong communication, organization, time management, attention to detail, and problem-solving skills required. • Ability to manage multiple priorities, follow through on commitments, and work effectively in a high-volume environment. • Ability to handle difficult customer situations professionally and maintain composure under pressure. • Ability to develop and maintain effective working relationships with customers and employees throughout Sika. Perks & Benefits 401K with generous company match Bonuses Medical, Dental, and Vision Benefits Paid Parental Leave Life Insurance Disability Insurance Paid Time Off, Paid Holidays Floating Holidays + Paid Volunteer Time Wellness/Fitness Reimbursements Education Assistance Professional Development Opportunities Employee Referral Program & More! Sika fosters a culture of entrepreneurship, empowering each individual to make decisions, learn from experiences, and shape their own career path. The safety and well-being of employees are top priorities at Sika, with a strong commitment to open communication and maintaining a safe workplace. In addition, Sika actively contributes to the community and promotes sustainability by giving back, minimizing environmental impact, and embracing social responsibility. We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilites of each role. Compensation is determined based on skills relevant to the position, education, and or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations. Sika Corporation is committed to a work environment that supports, inspires, and respects all individuals that apply. As an equal opportunity employer Sika will consider all qualified applicants without discrimination on the basis of race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, disability, national or ethnic origin, or other protected characteristics. We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.