Customer Service Representative

Job Purpose

The Customer Service Representative roll will ensure that adequate resources/processes reside in customer services geared towards highly professional interactions with customers associated with order processing, complaint registration, general management and information requirements.  Acts as a consultant to Customers regarding, products and specifications available and supports Orders to Cash practices. Supports sales targets for the Americas by coordinating with internal and external sales related programs and services. Ensures AkzoNobel Customer Service Department is seen by Customers as best in class.

Key Respnsibilities

•  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.
•  Supports the order to cash process and collaborates with third party collection agency to resolve collection issues with customers.
•  Initiates and tracks PMMT (new product set up and color) requests.  Escalates PMMT’s as required and follows up on urgent requirements
•  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.
•  Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
•  Finds solutions for customer needs (e.g. additional and/or alternative products) through advanced customer, market, product and specification knowledge.
•  Provides price quotations to direct accounts and for non-standard pricing within 24 hours.
•  Makes proposals for improvements to work processes.
•  Enters customer complaints.  Coordinates resolution and initiates credits or RMA’s when applicable.
•  Initiate, and investigate, corrective actions and determine root cause on any Customer Service-related issues.  Resolves complaints appropriately through RMA or credit process. Initiates necessary changes to CS processes to reduce/eliminate
   CS caused complaints.
•  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.
•  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.
•  Delivers custom information on high profile accounts as required.

Level of Autonomy

•  Recommends which customers need to be priorities in delivery when resources are limited
•  Qualify and initiate JETS/Rapid Response orders  
•  Find solutions for customer needs by making product and or specification recommendations 

Job Requirements

•  High School diploma or GED, required
•  Associate’s or Bachelor’s degree, preferred
• 4 - 5 years of experience with SAP preferred
•  Ability to read, comprehend and follow safety instructions and safety guidelines
•  Must be able to work independently
•  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, typewriter/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

Rewards/Benefits

The salary range for these skills is:  $56,000 to $60,000.  This is the range that we in good faith anticipate relying on when setting wages for this position.  We may ultimately pay more or less than the posted range. This salary range may also be modified in the future.
This role eligible for an annual bonus target of 4%, based on individual and company performance.
• Medical insurance with HSA
• Dental, Vision, Life, AD&D benefits
• Annual bonus
• 401K retirement savings with 6% company match
• Generous vacation, personal and holiday pay
• Paid Parental leave
• Hybrid work for most exempt roles
• Active Diversity & Inclusion Networks
• Career growth opportunities on a regional and global scale
• Tuition Reimbursement
• Employee referral bonus