Customer Service Representative - Coatings

Job Purpose

•    To 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.
•    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 for the Automotive & Specialty Coatings Market Segment

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.
•    Initiates and tracks CMMT (customer data edits) requests.  
•    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.
•    Makes Continuous Improvement 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 Customer Operations Manager.   
•    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

Job Requirements

•    Associate’s or bachelor’s degree preferred 
•    4-5 years of work experience in customer services and/or sales support.
•    Knowledge & Work Experience – Paints & Coatings industry or any B2B Specified Products industry Environment.
•    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

Rewards & Benefits

Base salary range for this role is: $55,000 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.

• Benefits beginning Day 1
• Hybrid position, 3 days a week from office, 2 days from home 
• 401K retirement savings with 6% company match
• Annual bonus STI 4%
• Medical insurance with HSA
• Dental, Vision, Life, AD&D benefits
• Generous vacation, personal and holiday pay
• Tuition Reimbursement
• Career growth opportunities
• Active Diversity and Inclusion Networks
• Employee referral bonus

Competencies