Customer Service representative

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. 

Job Responsibilities

• 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

Level of Autonomy

• Determining the availability and distribution of product supply
• Proactively assesses specific customer needs and identify effective ways to satisfy them.
• Clarifying customer needs
• Providing pricing to customers following company directives

Job Requirements

• High School Diploma or GED required
• Associate’s or Bachelor’s degree, preferred
• 5+ years of experience on SAP 
• Ability to read, comprehend, and follow safety instructions and safety guidelines
• Must be able to work independently