Sr. Customer Service Representative

3 weeks ago

Lewiston, United States PolyOne Full time
Job Summary

The Senior Customer Service Representative is the primary point of contact for an assigned group of customer accounts. The purpose of the Customer Service function is to serve as the face to the customer providing value added services that grow our business. Individuals in this position respond to and manage internal and external customer requests, orders, concerns, suggestions and complaints. Internally, the Sr. CSR interacts, gathers information and coordinates related activities with sales staff, production planning, logistics, technical services and external vendors. The majority of contacts are customers, although there is frequent contact with a supervisor to obtain advice or additional authority to resolve issues. The Sr. CSR must support and participate in Lean Six Sigma initiatives and must take responsibility to continually develop and use sound judgement in decision making and problem solving. As representatives of Avient Corporation, individuals in this position are required to follow and communicate Avient business practices to customers and demonstrate the Avient Code of Conduct, ethics and values on a daily basis. Avient and customer information must be kept appropriately confidential. This position requires working independently and ten years experience.

Essential Functions
  • Provide customer focused service to assigned accounts.
  • Respond to and manage customer orders from order entry to delivery and invoicing.
  • Communicate effectively over the phone and electronically.
  • Use a variety of systems to enter and complete transactions.
  • Understand customers' business operations and their needs.
  • Understand our products and services from a technical perspective and those of competitors.
  • May participate in or lead special projects/Lean Six Sigma initiatives.
  • Key inside contact for specific customer/seller base.
  • Process incoming orders, confirm pricing and availability of product.
  • Advise customers of order status.
  • Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc.
  • Timely and accurate administration of sales orders, customer complaints, material returns and credits.
  • Answer price and availability questions.
  • Respond to customer literature requests for MSDS, Certifications, etc.
  • Follow all applicable ISO procedures.
  • Use system reports and inquiries to drive activities that ensure superior customer service.
  • Maintain customer service related information for customer accounts; customer notes, e-mail, phone, special instructions, etc.
  • Process new customer/update requests.
  • Provide market or account intelligence gained through customer contact.
  • Participate in customer calls and visits with sellers.
  • Proactive communication with product supply reps and shipping department of any order change customer initiatives.
  • Work with seller and PSRs to reduce aged inventory.

Competencies
  • Personal Skills - Stress Management
  • Personal Skills - Attention to Detail
  • Personal Skills - Self Motivated
  • Personal Skills - Analytical Skills
  • Personal Skills - Time/Priority Management
  • Software Skills - Microsoft Outlook
  • Software Skills - Microsoft Word
  • Software Skills - Microsoft Excel
  • Personal Skills - Ability to Multitask
  • Software Skills - SAP
  • Personal Skills - Work on a Team
  • Personal Skills - Conflict Resolution Skills
  • Leader of Self - Instills Trust
  • Leader of Self - Action Oriented
  • Leader of Self - Collaborates
  • Leader of Self - Customer Focus
  • Leader of Self - Situational Adaptability
  • Leader of Self - Being Resilient
  • Leader of Self - Demonstrates Self-Awareness
  • Leader of Self - Communicates Effectively

Education and Experience
  • High School Diploma or GED
  • Sales & Customer Service - Order Management
  • Sales & Customer Service - Customer Service
  • Sales & Customer Service - Account Management
  • Sales & Customer Service - Product Knowledge

Environmental, Health, Safety, & Security (EHS&S) Requirements
  • Avient integrates EHS&S into all aspects of our operations. Each position at Avient is responsible for complying with all applicable EHS&S requirements. Additionally, employees and management are responsible for reporting all EHS&S incidents immediately to ensure we keep EHS&S a priority within the organization.
  • Security includes physical security and cyber security.

Who We Are

Avient Corporation provides specialized and sustainable material solutions that transform customer challenges into opportunities, bringing new products to life for a better world. Examples include:
  • Dyneema®, the world's strongest fiber™, enables unmatched levels of performance and protection for end-use applications, including ballistic personal protection, marine and sustainable infrastructure and outdoor sports
  • Unique technologies that improve the recyclability of products and enable recycled content to be incorporated, thus advancing a more circular economy
  • Light-weighting solutions that replace heavier traditional materials like metal, glass and wood, which can improve fuel efficiency in all modes of transportation and reduce carbon footprint
  • Sustainable infrastructure solutions that increase energy efficiency, renewable energy, natural resource conservation and fiber optic / 5G network accessibility

Avient employs approximately 10,000 associates and is certified ACC Responsible Care®, a founding member of the Alliance to End Plastic Waste and certified Great Place to Work®. For more information, visit www.avient.com.

Why Avient

Avient Corporation is a world-class sustainable organization built on innovation, collaboration, and employee development. We are committed to providing a supportive and dynamic work environment where our diverse associates can grow and succeed, as well positively impacting our planet and the communities we serve. Our Great Place to Work culture, values, and benefits make Avient an employer of choice for top talent.

At Avient, we believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based solely on a person's qualifications, abilities, experience and performance.

Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran's status, or other legally protected classification in accordance with applicable federal, state and local law.

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