Customer Service & IBP Lead

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Date: Feb 5, 2023

Location: Strongsville, OH, US

Company: AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

Job Purpose

Responsible for Customer Services processes and continuous improvement activities.  Focal point for North America Metal (Coil & Packaging) Coatings regional processes, customer order fulfillment, customer care, and team coordination. 
Supports IBP, DMR, and Demand Control/SOE processes.  Contributes to delivering business metrics and profitability targets.  Processes customer orders for respective accounts.  Supports Customer Service Specialists with customer orders and processes.

Key Responsibilities

•    Customer Service Lead/Coordinator for IBP Demand Control (DC) and Sales and Operational Execution (SOE) processes, including related metrics, and completion of actions.
•    Customer Service Coordinator for customer order fulfillment liasioning with Supply Chain, Sales, and other functions as needed to streamline communications, progress actions and resolutions or other support needed, and for efficient, effective customer facing processes.
•    Lead process implementations and continuous improvements.
•    Sales/demand plan metrics tracking and reports. For example, review/oversee pending orders, backorders and specific customer requests for excellence in customer service and customer experience.
•    Focal point for end-to-end processes from customer order to fulfillment.
•    Supports/assists demand planner as necessary.
•    Customer Order health tracking and reporting.
•    Troubleshooting assistance for Sales/Customers/Customer Service Team and relavent problems.
•    Coordinate customer care activities, including surveys.
•    Assist with associated general duties, as required.
•    Participate in the Safety Journey. Adhere to the Golden Principle which is   Simply to intervene to stop work if conditions or behavior are unsafe. 
•    Promotes health, safety and environmental regulations by ensuring that standards, policies, and procedures are adhered to in compliance with corporate, federal, state, and local requirements.

Job Requirements

•    5+ years of work experience in commercial roles, sales and customer services; preferably in B2B industry environment.
•    Bachelor's degree required or 10+ years equivalent experience and familiarity with Six Sigma methodology
•    Knowledge of Sales and Customer Service best practices in multi-country environment
•    Experience with an ERP system required (SAP/CRM Preferred)
•    Microsoft Office experience required (EXCEL, WORD, Power Point, Outlook, Teams)
•    Fluent English verbal and written; additional capability in Spanish is preferred
•    Skills – Leadership and managerial, stakeholder management, project management, decision making, creating value propositions, drive, excellent customer service orientation, problem solving, conflict management, results orientation, communication and presentation, commercial and business acumen, basic understanding of financial concepts related to sales and customer services, attention to detail, focus on accuracy, ability to handle multiple priorities and good follow up skills.




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: #LI-SS1

Nearest Major Market: Cleveland