Customer Service Specialist

4 weeks ago

Windsor, United States Ahlstrom Full time
You have a choice of where you want to work We invite you along on our journey to Purify and Protect, with Every Fiber, for a Sustainable World. We aim to attract, retain, and energize passionate people, like you, by investing in your professional development and providing opportunities for personal growth.
Do your values align with ours? Accountability, Growth mindset, One team, Care and a fair and inclusive work environment for everyone, everywhere
We strive to meet the highest standards of corporate citizenship by protecting the health and safety of our team, safeguarding the environment, and creating a long-lasting, positive impact on the communities where we do business. Are you with us??

Purpose of the job

Administer the chain of sales support to Ahlstrom internal and external customers by providing and ensuring exceptional customer service and maximizing customer satisfaction. Maintain understanding of the customer's needs and focus activities including, but not limited to the order fulfillment process and pre/post sales and business support transactions.

Main responsibility areas/Essential Functions
  • Manage domestic order fulfillment requirements to ensure timely and accurate product delivery with proper documentation.
  • Support of customers in 1-2 Business Units.
  • Receive, coordinate, and process all sales orders based on the customer's requests (with accuracy and speed). Orders sourced from: email, phone, fax, EDI and other means.
  • Ensure customer master data, account profile information, and customer product information is up to date.
  • Interface with other Ahlstrom plants and suppliers domestically for processing orders sourced elsewhere
  • Provide order status and resolve order inquiries.
  • Ensure accounts are in compliance with corporate credit policies.
  • Manage customs/logistics/delivery issues.
  • Manage receivables and past due amounts as required.
  • Order management of normal orders.
  • Inventory Management.
  • Serve as the customer's advocate by understanding customer requirements/expectations and act as a liaison between the customer and business representatives including credit, supply chain, technical support, product management, and sales.
  • Get information from supply chain to notify appropriate sales personnel and customers as necessary of over/short / early/late or other problems related to assigned account shipments.
  • Maintain close contact with the customer to ensure an exceptional customer experience including but not limited to: customer master information, detailed customer profiles, pricing/quote inquiries, dispute/claims resolution, product information and sample requests, invoicing, material returns and resolving complaints.
  • Direct responsibility to manage and oversee a portfolio of customers.

Communication

(position's responsibility for communications both within and outside the organization)

Internally

Sales, Marketing, Production Planning, Converting, Shipping, Accounting, Traffic, Product Development, Purchasing and Quality.

Externally

Ahlstrom customers, freight forwarders, freight carriers, IT and external warehouses

Experience and education

(minimum level of knowledge and skills to fulfill one's responsibilities)

Work experience

  • Bachelors' degree or equivalent experience.
  • 2-5 years customer service or sales support experience, preferably in a manufacturing environment.
  • Proficient PC skills (including strong keyboarding skills).
  • Mathematical competency for calculating pricing and converting units of measure.
  • Strong working knowledge of Microsoft Office applications, specifically Outlook, Teams, Word, and Excel.
  • Superior interpersonal and communication skills both verbal and written, including the ability to communicate with confidence.
  • Customer Service Oriented - outstanding communication and people skills; energetic and enthusiastic; takes initiative to effectively anticipate the needs, handle the issues, and resolve the problems of internal and external customers. Views complaints as opportunities; acts as a customer advocate building relationships and long-term mutual benefit.
  • Performance focused - proactive self-starter biased to do things before being asked; attention to detail and excellent organization skills; creative insight into problem-solving; able to multi-task, manage time and balance multiple priorities. Able to work with minimal supervision.
  • Team oriented - actively promote a cooperative / positive team spirit and respect the diverse contributions of teams, partners and networks; create and build value for the company and its stakeholders.
  • Ability to travel domestically and internationally (Occasional

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