Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers' products whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals and add dimension and beauty with colorful finishes. We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles.
We are currently looking for a CX Support Specialist to join us at our facility in Glen Mills, PA.
The CX Support Specialist manages customer orders and service inquiries from entry through delivery and resolution across an assigned portfolio of accounts. This role is responsible for ensuring accurate order execution, timely issue resolution, and proactive customer communication while partnering with internal teams to deliver an exceptional customer experience.
Key Responsibilities
Manage order entry, monitoring, and delivery follow-up for assigned accounts.
Resolve customer cases and inquiries accurately and within established service level agreements.
Maintain accurate records in CRM and ERP systems, including Salesforce, SAP, Salesforce Service Cloud Voice, and Email-to-Case.
Monitor open orders and case activity, ensuring timely updates and closure.
Follow established processes and identify opportunities for continuous improvement.
Proactively identify and resolve order or delivery issues before they escalate.
Build strong relationships with assigned accounts and serve as a reliable point of contact.
Partner with Sales, Supply Chain, and other internal stakeholders to resolve customer issues and align on priorities.
Capture recurring customer feedback and communicate trends that may indicate process or system improvement opportunities.
Support Voice of the Customer (VoC) and continuous improvement initiatives.
Communicate professionally with customers and internal partners.
Participate in team and cross-functional meetings.
Develop knowledge of assigned customers, products, and systems.
Share best practices and support adoption of new systems and processes.
Minimum Requirements
1-2 years of customer service or account management experience.
Strong organizational skills with attention to detail and accuracy.
Proven ability to manage multiple priorities and deadlines.
Excellent written and verbal communication skills.
Ability to work effectively in a collaborative team environment.
Preferred Skills
Experience supporting B2B customers in manufacturing, distribution, or industrial environments.
Experience with CRM and ERP systems, including Salesforce and SAP.
Strong problem-solving and analytical skills.
Ability to identify trends and recommend process improvements.
Experience collaborating across Sales, Supply Chain, and Operations functions.
This is an active opening for which we are recruiting to fill immediately.