Customer Service Representative

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Date: Aug 5, 2022

Location: Apodaca, MX

Company: AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

 

Purpose of the job

To ensure that adequate resources/processes reside in customer services geared towards highly professional interactions with customers associated with order processing, general management and information requirements. 

Key responsibilities

  • Processes order receipts efficiently, prioritizing timely order processing and outstanding customer interactions and relationships. Registers and processes customer orders in the ERP system received via electronic mail, phone or through other contact parties with the customer. Ensures order processing is handled correctly in full, and within 24 hours.
  • Collaborates with third party collection agency to resolve collection issues with customers.
  • Raises issues in delivery and/or invoice process with concerned parties.
  • Tracks status of orders and expedites through the system when necessary by coordinating with Planners and Logistics.
  • Makes proposals for improvements to work processes.
  • Support enhancements to training programs for customer service-related process by offering suggestions to CS Supervisor.   
  • Supports the training of new Customer Service team members.
  • Supports sales targets for México.
  • Completes registering / filing / archiving of customer service-related documentation.
  • Assures cooperation between customer service and field force regarding administration of customers’ orders.
  • Adheres to all applicable corporate as well as site policies/procedures with regards to personal conduct/HS&E standards and acts in compliance with all regulations.
  • Runs ad-hoc reports regarding customer usage and history when required.
  • Provides to Customers invoices weather by e-mail or uploading to Customer´s website.

 

Level of autonomy

  • Recommends which customers need to be priorities in delivery when resources are limited
  • Find solutions for customer administrative needs.

Job requirements

  • Bachelor’s degree preferred
  • Minimum 3 years of work experience in customer services and/or sales support.
  • Strong proficiency in the use of SAP or similar ERP systems.
  • Skills – Excellent customer service orientation, stakeholder management, communication and presentation, conflict management, commercial and business acumen, basic understanding of financial concepts related to sales and customer services.
  • Solid understanding of Planning, Production and Logistics functions.
  • Intermediate business English level.
  • Strong knowledge of Microsoft Office programs.

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 24475