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 the AkzoNobel Sales Team by researching, coordinating information, entering customer orders, claim information, tracking short pays, and responding to inquiries 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 customers’ 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
• Research 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 relays information to customers or sales representatives
• Maintains customer contact information
• Researches customer short pays and collect 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 the Customer Master
• Notify the Accounting Department of ZCOST formula issues
• Maintains customer hold file
• Additional duties may be assigned in the event that business conditions change
• Ensure Akzo Nobel Coatings EHS and DOT compliance for safe transportation of hazardous materials.
• Other duties as deemed necessary by department's business conditions

Level of Autonomy

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

Job Requirements

• A High School Diploma or GED is 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
• 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.

Total Compensation

• The hourly range for these skills is: $28/hr. to 31/hr. + 3% Annual Bonus
• 401K retirement savings with 6% company match
• Medical insurance with HSA
• Dental, Vision, Life, AD&D benefits
• Generous vacation, sick and holiday pay
• Short- & Long-term disability
• Paid Parental leave.
• Career growth opportunities
• Active Diversity & Inclusion Networks
• Employee referral plan
• Employee appreciation days