Powder - Customer Service Representative - Reading, PA

AkzoNobel•Cumru Township, PA

1d•Onsite

About The Position

This role is responsible for managing customer relationships through highly professional frontline support. This includes order entry and processing, complaints management, escalation management, handling information requests, general service management, and timely issue resolution. The representative will act as a consultant to customers regarding product availability and logistics, and support sales targets for the Americas by coordinating with internal and external sales-related programs and services. The goal is to ensure the AkzoNobel Customer Service Department is recognized as best-in-class for the Powder Market Segment, with a commitment to providing a high level of customer care and internal support.

Requirements

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.
Strong proficiency in the use of Microsoft Office suite, primarily Excel and Word.
Excellent customer service communication, stakeholder management, presentation and conflict management skills.
Ability to prioritize tasks and manage multiple responsibilities effectively.
Commercial and business acumen, basic understanding of financial concepts related to sales and customer services.
High attention to detail and accuracy.
Solid understanding of Planning, Production and Logistics functions.

Nice To Haves

Associate’s or bachelor’s degree preferred.

Responsibilities

Processes orders 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 e-commerce portal.
Ensures order processing is handled correctly in full, and within 24 hours.
Initiates and tracks customer specific data and notes in the ERP system.
Maintains clear and accurate documentation within company systems.
Raises issues in delivery and/or invoice process with cross-functional teams.
Tracks status of orders and expedites through the system when necessary by coordinating with Operations and Logistics.
Contributes to a supportive team environment by sharing knowledge, communicating openly, and proposing process improvement initiatives.
Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
Coordinates with operations and sales for resolution of customer complaints.
Initiates, and investigates, corrective actions and determine root cause on any Customer Service-related issues.
Resolves complaints appropriately through RGA or credit process.
Initiates necessary changes to CS processes to reduce/eliminate CS caused complaints.
Supports the training of new Customer Service team members.
Supports enhancements to training programs for customer service-related process by offering suggestions to Customer Operations Manager.
Completes registering / filing / archiving of customer service-related documentation.
Assures cooperation between customer service and cross-functional teams such as commercial, operations and supply chain to support customer needs.
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.