Powder - Customer Service Representative - Reading, PA

Purpose of the Job

•    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.
•    Acts as a consultant to Customers regarding, product availability and logistics.
•    Supports sales targets for the Americas by coordinating with internal and external sales related programs and services.
•    Ensures 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.

 

This position is located in Reading, PA

 

Key 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.
•    Maintain 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.
•    Initiate, and investigate, 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.
•    Support 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.

Job Requirements

•    Associate’s or bachelor’s degree preferred. 
•    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.
•    Skills – Excellent customer service communication, stakeholder management, presentation and conflict management.
•    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.

Benefits

401K retirement savings with 6% company match
Eligible for annual bonus
Medical insurance with HSA
Dental, Vision, Life, AD&D benefits
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