Customer Service Representative - Reading, PA

AkzoNobel • Wyomissing, PA

20d • $55,000 - $65,000 • Onsite

About The Position

AkzoNobel, a company with a history dating back to 1792, is a global leader in innovative paints and coatings. They supply products that color lives and protect important assets, with a portfolio of trusted brands like Dulux, International, Sikkens, and Interpon. Operating in over 150 countries, AkzoNobel leverages its expertise to sustain and enhance everyday life, viewing every surface as an opportunity. The company is dedicated to providing sustainable solutions and preserving the present while creating a better future. They invite individuals to 'paint the future together'.

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.

Nice To Haves

• Associate’s or bachelor’s degree preferred.

Responsibilities

• Manage customer relationships through highly professional frontline support, including order entry and processing, complaints management, escalation management, information requests, general service management, and timely issue resolution.
• Act as a consultant to Customers regarding product availability and logistics.
• Support sales targets for the Americas by coordinating with internal and external sales related programs and services.
• Ensure AkzoNobel Customer Service Department is seen by Customers as best in class for the Powder Market Segment.
• Commitment to providing a high level of customer care and internal support.
• Process orders efficiently, prioritizing timely order processing and outstanding customer interactions and relationships.
• Register and process customer orders in the ERP system received via electronic mail, phone or e-commerce portal.
• Ensure order processing is handled correctly in full, and within 24 hours.
• Initiate and track customer specific data and notes in the ERP system.
• Maintain clear and accurate documentation within company systems.
• Raise issues in delivery and/or invoice process with cross-functional teams.
• Track status of orders and expedite through the system when necessary by coordinating with Operations and Logistics.
• Contribute to a supportive team environment by sharing knowledge, communicating openly, and proposing process improvement initiatives.
• Act as first level contact with customer for answers to questions and in attempting to resolve complaints.
• Coordinate with operations and sales for resolution of customer complaints.
• Initiate, and investigate, corrective actions and determine root cause on any Customer Service-related issues.
• Resolve complaints appropriately through RGA or credit process.
• Initiate necessary changes to CS processes to reduce/eliminate CS caused complaints.
• Support the training of new Customer Service team members.
• Support enhancements to training programs for customer service-related process by offering suggestions to Customer Operations Manager.
• Complete registering / filing / archiving of customer service-related documentation.
• Assure cooperation between customer service and cross-functional teams such as commercial, operations and supply chain to support customer needs.
• Adhere to all applicable corporate as well as site policies/procedures with regards to personal conduct/HS&E standards and act in compliance with all regulations.
• Run ad-hoc reports regarding customer usage and history when required.

Benefits

• 401K retirement savings with 6% company match
• Medical insurance with HSA
• Dental, Vision, Life, AD&D benefits
• Eligible for annual bonus
• Generous vacation, sick and holiday pay
• Short & Long term disability
• Paid Parental leave after 1 year
• Career growth opportunities
• Active Diversity & Inclusion Networks
• Employee referral bonus
• Employee appreciation days

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree