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Customer Service Representative

4 months ago

Waukegan, United States AkzoNobel Full time

About AkzoNobel

Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together.

 

For more information please visit www.akzonobel.com 

 

© 2024 Akzo Nobel N.V. All rights reserved.

Job Purpose

To ensure that adequate resources/processes reside in customer services geared towards highly professional interactions with customers associated with order processing, complaint registration, general management and information requirements.  Acts as a consultant to Customers regarding, products and specifications available and supports Orders to Cash practices. 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.
 

Key Responsibilities
  • Processes order receipts 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 through other contact parties with the customer. Ensures order processing is handled correctly in full, and within guidelines.
  • Supports the order to cash process and collaborates with third party collection agency to resolve collection issues with customers.
  • Initiates and tracks PMMT (new product set up and color) requests.  Escalates PMMT’s as required and follows up on urgent requirements
  • Raises issues in delivery and/or invoice process with concerned parties
  • Tracks status of orders and expedites through the system when necessary by coordinating with Planners and Logistics.
  • Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
  • Finds solutions for customer needs (e.g. additional and/or alternative products) through advanced customer, market, product and specification knowledge.
  • Provides price quotations to direct accounts and for non-standard pricing within 24-48hours
  • Enters customer complaints.  Coordinates resolution and initiates credits or RMA’s when applicable.
  • Initiate, and investigate, corrective actions and determine root cause on any Customer Service-related issues.  Resolves complaints appropriately through RMA or credit process. Initiates necessary changes to CS processes to reduce/eliminate CS caused complaints.
  • Support enhancements to training programs for customer service-related process by offering suggestions to CS Manager.   
  • Supports the training of new Customer Service team members
  • Completes registering / filing / archiving of customer service-related documentation in SAP.
  • Assures cooperation between customer service and field force regarding administration of customers’ orders. 
  • Allocating products for shipments
Job Requirements
  • High School diploma or GED, required
  • Associate’s or Bachelor’s degree, preferred
  • 4 - 5 years of work experience in customer service and/or sales support
  • Strong proficiency in the use of SAP or similar ERP systems.  
  • Skills – Excellent customer service orientation, stakeholder management, communication and presentation, conflict management, commercial and business acumen, basic understanding of financial concepts related to sales and customer services
  • Microsoft: Excel, Words, Power point is a plus 
  • Additional language is a plus, Spanish, Chinese or any others
Rewards & Benefits

Base salary range for this role is: $50,000 to $55,000. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range. This salary range may also be modified in the future.

  • Benefits beginning Day 1
  • 401K retirement savings with 6% company match
  • Annual bonus STI 4%
  • Medical insurance with HSA
  • Dental, Vision, Life, AD&D benefits
  • Generous vacation, personal and holiday pay
  • Tuition Reimbursement (after 1 year)
  • Career growth opportunities
  • Active Diversity and Inclusion Networks
  • Employee referral bonus
  • Parental Leave (after 1 year)

 

#LI-SN1

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 39454