Customer Service Representative

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Date: Jul 12, 2022

Location: Dorval, Quebec, CA

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.

Job Purpose

The AkzoNobel Coatings Customer Service Representative (CSR) is an important facet of the AkzoNobel Sales Team and plays an essential role in communication with internal and external customers by using extensive product and industry knowledge and experience to exemplify our brand image as an ambassador, as well as provide positive brand experiences to all customers

The CSR assists customers and AkzoNobel Sales Team by research, coordination of information, entering customer orders, claim information, tracking short pays, and responding to inquires from internal or external customers.  

Ensure Akzo Nobel Coatings processes are followed involving the inspection and accountability of materials and the shipment of items from stock or production in accordance with customer requirements. Correct exception cases of overages, shortages, or damaged items. 

Plan, coordinate, or prepare outbound and inbound shipments with team members, public carriers, and customer will calls. Interpret customer’s instructions and coordinate special product handling, shipping instructions, or packaging requirements. Assist in maintaining adequate inventory levels, materials, and supplies to support distribution activity. 


Key Accountabilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and in a timely manner. 

•    Must follow all established safety rules and procedures
•    Assist in the compliance with government regulations and AkzoNobel Coatings environmental, health, and safety (EHS) directives relative to shipments and document retention. 
•    Must demonstrate integrity while performing duties as per company’s Code of Conduct
•    Communicates with internal and external customers involving coordination with internal departments that may include manufacturing, purchasing, logistics, and sales
•    Order and data entry
•    Researches and file claims for damaged freight with carriers and Initiate freight claims
•    Email or fax order and shipment confirmations to customers and sales representatives 
•    Tracks outbound shipments and relay information to customers or sales representatives
•    Maintains customer contact information
•    Researches customer short pays and collecting information to determine if credit is applicable 
•    Create and deliver qualified opportunities to Account Managers where appropriate.
•    Ensure follow-up by passing leads to Account Managers with calls-to-action, dates, complete profile information, sources, and so on.
•    Assist in creating RFP responses to potential clients.
•    Make outbound follow-up calls to existing customers via telephone and e-mail cross-sell and up-sell.
•    Handle inbound, unsolicited prospect calls and convert them into sales.
•    Emphasize product/service features and benefits, quote prices, discuss credit terms, and prepare sales order forms and/or reports.
•    Enters customer price increases or adjustments 
•    Generates reports as requested
•    Maintains container defaults on all customers
•    Ensures customer purchase order (PO) pricing is correct and requests a revised PO in the event a correction is applicable
•    Attend to incoming phone calls
•    Provides the Accounting Department with customer information for Customer Master
•    Notify the Accounting Department on ZCOST formula issues
•    Maintains customer hold file
•    Additional duties may be assigned in the event business conditions change   
•    Ensure Akzo Nobel Coatings EHS and DOT compliance for safe transportation of hazardous materials. 
•    Other duties as deemed necessary by department business conditions

Job Requirements

To perform this job successfully, an individual must be able to meet each essential qualification satisfactorily. 
•    Ability to read, comprehend and follow safety instructions and safety guidelines
•    Must be able to work independently
•    Success in qualifying opportunities involving multiple key decision makers.
•    Strong knowledge of sales principles, methods, practices, and techniques.
•    Strong problem identification and objection resolution skills.
•    Able to build and maintain lasting relationships with customers.
•    Exceptional verbal communication and presentation skills.
•    Ability to multi-task and balance priorities
•    Ability to interact effectively with internal and external customers
•    Must have knowledge of basic computer skills and have the ability to use Excel, Word, SAP and able to adapt to software applications.
•    Must be able to use calculator, telephone, keyboard and various office machines on a daily basis
•    Must be able to communicate both in person and on the telephone, enter information on the computer and read various instructions given to them

Education & Experience

  • High School Diploma required /2-year degree and and/or at least 2 years experience on SAP preferred.  
  • 2 years of direct work experience in sales/customer service environment. 


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: 23775