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Customer Service Specialist III

2 months ago

Aurora, United States H.B. Fuller Full time

As the largest pureplay adhesives company in the world, H.B. Fuller's (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2023 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,000 global team members who collaborate with customers across more than 30 market segments in over 140countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets.

Customer Service Specialist III

Aurora, IL - Hybrid

1st shift

Position Overview

The Customer Service Specialist reports to the Customer Service Supervisor and has account management responsibilities, and is the single-point-of-contact for his/her assigned customers (either by geography and/or customer channel), to ensure customer satisfaction is achieved; and assist in achieving the company's set goals for revenue, profit, receivables, on-time and fill-rate, quality and safety. In addition this position is expected to identify opportunities to reduce cost, improve efficiency, quality and maintain a team environment.

Primary Responsibilities

This individual will be the front line to customers and will work with both internal and external customers, primarily over the phone and via email. Portraying a positive, professional, friendly and helpful company image is critical. This position has a variety of responsibilities required to manage their assigned customer's needs and expectations including, but not limited to:

CUSTOMER MANAGEMENT

  • Single-Point-of-Contact to customer. Ensure your customer's needs and expectations are met. Follow through with requests to completion.
  • Contact customers who haven't purchased within 3 months to understand why and take necessary actions to drive future ordering.
  • New customer orientation
    • Conduct introduction and provide welcome packet
    • Follow-up after first order making sure their first transaction with us was highly satisfactory to them.

ORDER MANAGEMENT

  • Ensure orders are entered on-time, entered with 98.5% accuracy and shipped on-time.
    • Review orders daily, and maintenance as needed. Orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc.
    • Review orders daily to ensure we ship by the Ship Date, and orders are scheduled according to any weight requirements or specifications. Items in stock should be expedited through best possible means from one of our warehouses. Items that are out of stock should be prioritized/expedited through SI&OP, and customer contacted to advise them of estimated ship date. Orders on credit hold should be reviewed with the Credit department for release. Contact the customer to advise when orders cannot be released due to payment issues. Ensure there are no open orders for nonsaleable items and rush orders are processed properly.
    • Process Change Order Notices within 1 hour of receipt.
    • First attempt to resolve order discrepancies should be done same day order is entered. Daily verbal follow-up required until discrepancy is resolved.
  • Process EDI orders and related documents for participating customers. Maintain EDI set-up data in SAP and ensure your customers have the correct information required to transmit transactions accurately.

PRICING

  • Maintain pricing, entered with 98.5% accuracy and work closely with Commercial team and Pricing.

CUSTOMER MASTER

  • Create new customers and maintain existing. Ensure customer's address information, contacts, terms, shipping requirements, regions, salespeople, products., are entered and maintained accurately in SAP and Salesforce. Modify as necessary based on information provided by the customer, Sales and/or the Credit department.

INQUIRIES

  • Respond to inquiries received by internal and external customers within 4 hours or by end of day, whichever is sooner.

MARKETING

  • Assist in executing new or changes to existing Sales and Marketing programs through our customers, Sales, and Operations. Coordinate with our customers to ensure that their systems are properly set-up with all our necessary vendor information and program specifications.

SERVICE, COMMUNICATION & TEAMWORK

  • Assist others in the department as needed to ensure work is completed on-time.
  • Improve service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer's needs, new products, stock availability and the production plan.
  • Actively participate on teams. Contributing skills and appropriate knowledge to drive to solutions and results.

PRODUCT KNOWLEDGE

  • Know our product lines, their distribution channels, the benefits of our products, basic technical knowledge and competitive information, etc, for the products we manufacture and distribute.

PROCESS, POLICY & STANDARDS

  • Knowledge and compliance to all pertinent processes, policies and standards, both departmental and company-wide, needed to perform your primary responsibilities.

The individual in this position is also required to provide complete support and back-up to the Customer Service team during times of absence or as needed to complete workflow. And also aid the department by answering the telephone and responding to emails, and other inquiries and requests required to assist in the proper completion of all Customer Service responsibilities.

Minimum Requirements

  • High school diploma or GED
  • basic understanding of English

Preferred Requirements

  • SAP experience
  • Microsoft office applications experience
  • customer service in manufacturing environment

Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location.

The salary for this role is $48K/year and up based on experience.

In addition to your salary, H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays. Eligibility may vary.

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.

H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation.