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