Customer Service Representative

PPG Industries • Strongsville, OH

19d

About The Position

The Collision Services Customer Service Representative will help provide comprehensive support for PPG's Collision Services customers, applications and programs. You will emphasize customer advocacy, efficient order management, and Experience interpreting and responding to customer requests with multiple partners, including our teams, external customers, and distribution points.

Requirements

• Minimum of 3 years of order management experience in a B2B customer service environment.
• Familiarity with Oracle ERP, CRM systems (VantagePoint and ClientLink), and proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience documenting customer issues in detail and accountability in all tasks, ensuring follow-up on customer issues.

Nice To Haves

• Familiarity with the Automotive Refinish industry is desired to enhance service delivery.

Responsibilities

• Manage and process orders for CDN and Strategic Accounts, ensuring efficiency and accuracy across multiple systems.
• Source orders from appropriate distribution locations based on availability and customer needs.
• Be a customer advocate, providing excellent service and ensuring adherence to PPG processes.
• Handle incoming orders, emails, and phone calls, ensuring responses to customer inquiries.
• Communicate with customers, vendors, and our teams to coordinate orders, shipping details, and resolve issues.
• Handle returns by verifying purchase history and issuing credits or invoices to customers.
• Train and assist customers with navigation and troubleshooting of the Collision Services website and mobile app.
• Manage registration requests for Collision Services applications.
• Create opening order kits, update relevant details in SharePoint, and manage unique customer information within the CRM system.
• Log incoming and outgoing calls within the CRM system to track customer interactions.
• Provide training and mentorship to new team members, ensuring knowledge transfer and support.
• Facilitate ongoing learning opportunities for team members.
• Train customers and sales team on Collision Services applications.
• Work with internal and external distribution points, sales teams, and customers to facilitate order placement and resolution.
• Foster a collaborative work environment.
• Stay updated on procedures, training, and system upgrades to enhance performance and service delivery.

Benefits

• Medical, Dental, Vision, & 401k Benefits will be discussed with you by your recruiter during the hiring process.
• PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets.
• PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs.
• Other incentives may apply.
• Our employee benefits programs are designed to support the health and well-being of our employees.
• Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees