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Business to Business Customer Service Representative

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Date: Jul 21, 2021

Location: Reading, PA, US

Company: AkzoNobel

AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.

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 available products and specifications.  Supports the organization’s Orders to Cash practices.

Key Accountabilities

  • 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 new product set up and color requests.  Escalates requests 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.  
  • Facilitates 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 returned material authorizations when applicable
  • Initiates and investigates corrective actions and determine root cause on any customer service-related issues.  Resolves complaints appropriately through returned material authorizations or credit process. Initiates necessary changes to customer service processes to reduce/eliminate complaints
  • Supports enhancements to training programs for customer service-related process by offering suggestions to the Customer Service Supervisor   
  • Supports the training of new Customer Service team members
  • Supports sales targets for the Americas by coordinating with internal and external sales related programs and services
  • 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 (Health, Safety and Environment) 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

Education and Experience

  • High School Diploma or equivalent required.  Bachelor’s degree in related field preferred
  • 5-7 years of work experience in customer service and/or sales support.  Must possess commercial and business acumen.  Knowledge of paints and coatings industry or any business-to-business specified products industry experience preferred
  • Solid understanding of Planning, Production and Logistics functions
  • Proficient in Microsoft Office and SAP or similar ERP (Enterprise Resource Planning) systems
  • Excellent customer service skills.  Effective communication and presentation skills
  • Basic understanding of financial concepts related to sales and customer service
  • Effective problem-solving skills.  Must be able to manage stakeholders




AkzoNobel is an equal opportunity employer. In accordance with applicable laws, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law.

Requisition ID: 11360 

Nearest Major Market: Reading PA