The Customer Service Representative reports to the Customer Service Manager for the Coating Solutions business.
This role can be based in Cary, NC or Radnor, PA.
Position responsible for Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. Working in a customer service team of three people, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments.
Responsibilities
- 70% Order Management: Order management will include a group of customers within one or multiple markets, segmented by market or geographic region, responsible for all activities for this group of customers. Learn & understand the products and customers/markets and gain the ability to offer proactive solutions to the customer. Responsible for approximately 2,000 orders plus per year, receiving and acknowledging all orders within 24-hours of receipt. Consistently execute all quote to cash responsibilities including order entry, customer master settings, and automated AEN output for acknowledgments, ship notices, and invoices. Easily maintains most customer master information, and correct linkage of customers. Monitors orders for on-time delivery or renegotiate delivery dates, within service guidelines or with guidance. Understand and request approval for alternative forms of transportation, including cost differential and considering service rules. Review inventory and manage order confirmation and backorder processing. Possibly learning and/or executing more complex sales order processes. Uses most tools and reports to understand order process status and identify areas of concern in the quote to cash process. Notifies manager and requests assistance when needed for order fulfillment.
- 15% Resolving Issues: Resolve crisis situations during and after hours of operation while not jeopardizing the customer relationships. Ability to enter and close complaints in each BUs specific complaint system within BU established service level. Record complaints and correctly assign to investigating party; understands implications of issues and effectively manages complaint process. Investigate and resolve residuals on a timely basis, weekly, creates credit and adjustments within authorized limits or requests approval when appropriate. Frequently recommends, initiates, identifies gaps, and suggests improvements.
- 5%- Training: Actively participate in all required training and in the appropriate time frame, as appropriate for learning new processes, reports, process changes, and apply learnings in this role. Training may include a variety of product, process or required courses. Maintain personal ISO training records.
- 10% - Additional Activities: Review existing and identify the need for new ISO procedures; make recommendations for revisions. Perform additional business specific related activities as directed by Manager or Supervisor to support sales and distribution processes. May include: inside sales, import, export, collections, forecasting, Supply Chain, various report requests (SAP BW, WBBR, etc.). Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to customer service team members.
Environment
The Arkema Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit(s).
- 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.
- Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Arkema Code of Ethics/Conduct.
- Supports the site HES policy and complies with all regulatory and internal requirements
- Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)
- Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents
Qualifications/Experience
- Bachelor's Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.
- One to three years of experience with Bachelors degree, or four or more years of relevant customer service experience without Bachelors degree.
- Proficient in Microsoft applications: Word, Excel and Power Point.
- Strong problem solving and communication skills.
- Customer Order processing in an enterprise system, SAP is strongly preferred.
Competencies
- Communicates effectively both verbally and in writing and is able to identify, with minimal supervisor involvement, best methods of communication to utilize in various customer and internal team scenarios. Proactively listens to, takes steps to understand and responds to requests from customers, business personnel, staff departments as it relates to their position.
- Working knowledge of SAP/ERP Master data, knowledge of the SAP order process, inventory and key fields for expected results, Available to Promise (ATP), combined settings for transportation, etc. Knowledge of customers and products is good.
- Exercises good judgment more autonomously on general tasks by evaluating the impact of decisions on the customers and the organization. Has the ability to recommend processes to improve service issues related to customers and or business processes. Seeks counsel of Customer Account Specialists and others for more difficult or complex situations.