Customer Service Representative Job

Arkema • Radnor, PA

5d • Onsite

About The Position

This position is responsible for the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. The role operates within a customer service team of four people, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments. Daily functions are conducted in accordance with Arkema, Inc. Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others). Supports the site HES policy and complies with all regulatory and internal requirements. The ideal candidate is an experienced Customer Service professional who consistently demonstrates skills to build a climate of trust and respect and uses experiences to quickly gain the confidence of others. They easily navigate relationships, are trustworthy, and create relationships with customers, gain appropriate business knowledge, and can offer solutions to issues within business-specific limits. They are typically sought out for information from the team, business, and customers regarding process questions and product delivery. The role consistently meets requirements for execution of quality order management and customer satisfaction. The candidate must be able to multi-task and work efficiently through more complex processes. They consistently communicate effectively verbally and in writing and are able to identify and provide peer mentoring on best methods of communication to utilize in various customer and internal team scenarios.

Requirements

• Bachelor’s Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.
• 3 to 5 years of experience with a Bachelor's degree or 6+ years of relevant customer service experience without a Bachelor's degree.
• Intermediate skills in Microsoft applications: Word, Excel and Power Point.
• Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills.
• Customer Order processing in an enterprise system, SAP is strongly preferred.
• Strong knowledge of SAP/ERP Master Data.
• Demonstrated knowledge of the order process and key fields for expected results, Available to Promise (ATP), combined settings for transportation, etc.
• Knowledgeable in customer delivery processes, such as vendor managed inventory, third party orders, inter-company orders, consignment, etc.
• Familiar with inventory, ATP checks, product lead-time and works with plant for product availability and marketing/sales on pricing.

Nice To Haves

• Experience with vendor managed inventory, consignment, and other complex order processes.
• Experience with SAP BW, WBBR, or similar reporting tools.
• Experience in inside sales, import, export, collections, or forecasting.

Responsibilities

• Manage order management for key customers, including complex order processes like vendor managed inventory and consignment.
• Enter and acknowledge 2,000+ orders annually within 24 hours.
• Utilize SAP customer master and output settings for consistent customer information (Order Acknowledgement, ASN, COA, Invoice).
• Provide information on pricing, availability, and schedules, with a full understanding of product and packaging options.
• Quote list pricing/special arrangements/discounts as agreed to by sales.
• Maintain or exceed customer revenue and working capital targets.
• Proactively monitor orders using SAP tools and custom reports for on-time shipping, delivery, and order process status.
• Identify and alert customers to issues in the quote-to-cash process and recommend solutions.
• Resolve crisis situations during and after hours, managing customer relationships effectively.
• Record complaints, assign them correctly, and manage the complaint process with follow-up until closure.
• Investigate and resolve customer financial issues such as residuals, credits/debits, and overdue invoices.
• Create credit and adjustments within authorized limits or request approval.
• Recommend, initiate, identify gaps, and suggest improvements for processes.
• Actively participate in all required training and maintain personal ISO training records.
• Assist team members with daily activities and training efforts.
• Attend offered training to support development plans and strengthen skills.
• Identify the need for new ISO procedures, create new procedures, and amend existing ones.
• Perform additional business-specific activities as directed by Manager or Supervisor to support sales and distribution processes.
• Attend supply chain and S&OP meetings, understand changes and impact to product delivery, and communicate this information to the team.
• Share knowledge and propose the use of custom SAP reports across the supply chain for accurate real-time order information.
• Assist with process improvement for business-specific activities internally and externally.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level