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Customer Service Analyst

4 months ago

Monroeville, United States PPG Industries Full time

As a Customer Service Analyst you will provide a maximum level of customer service to assigned PPG Silica accounts while working closely with the Silica global sales team to ensure that sales and profitability objectives are met. You will be assigned and handle major domestic and international global key accounts that are of critical importance to the Silica business.

You will coordinate all aspects of order and logistics processing, applying specialized knowledge of technical details and product applications in the order-to-cash process. You will be responsible to coordinate all key activities within the Silica supply chain to provide on time delivery to our customers. You will also work closely/daily with the Global sales team, Manufacturing Locations, SCM Supply Chain, Corporate Logistics, Credit, PPG Forwarders, Transportation Carriers, and IT. You will report to the Logistics & Customer Service Manager.

Key Responsibilities

  • Order management and invoicing integrity to satisfy customer service standards and internal business information requirements is a significant responsibility of this position.
  • Coordinates contact with customers, assuring accurate order processing, suggesting alternative products and services and providing support in the resolution of customer complaints and issues.
  • Serves as liaison between Sales, Logistics, Transportation, and Manufacturing with regard to scheduling, capacity, service and systems issues, account priorities, customer ordering patterns, forecasting, and various customer issues that may be gathered through customer communications.
  • Adhere to the procedures and activities surrounding PPG Export Compliance guidelines to process Silica international orders.
  • Provide clear instructions to internal departments, enabling them to prepare for and ship orders at customer service levels equal to or greater than those dictated by competitive forces in the marketplace.
  • Communicate with customers on activities in the above areas integral to on-time delivery of orders and complaint resolution. Provides customers with timely and accurate information with respect to our shipping capabilities and the status of orders from the time of receipt through shipment, delivery, and payment of invoice.
  • Manage assigned domestic and international customer orders to ensure the necessary logistical arrangements are in place, appropriate payment terms are adhered to (reviewing/approving letters of credits, bank draft), and full compliance with export control requirements.
  • Ensure resolution of unauthorized deducts (UADs) and assist in account receivable resolutions.
  • Provide all information necessary for commercial invoices and SLI's so that the documentation for international shipments is done in an efficient, timely, and correct manner.
Qualifications
  • Bachelor's degree required
  • 2+ years of relevant customer service experience and accounting principles
  • Experience with SAP and Oracle Transportation Management Software (OTM)
  • A strong working knowledge of Logistics and Supply Chain procedures, export management


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About us:

Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday - everyday.

PPG: WE PROTECT AND BEAUTIFY THE WORLD™

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @ PPG on Twitter.

The PPG Way

Every single day at PPG:

We partner with customers to create mutual value.

We are "One PPG" to the world.

We trust our people every day, in every way.

We make it happen.

We run it like we own it.

We do better today than yesterday - everyday.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email recruiting@ppg.com.

PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.

Benefits will be discussed with you by your recruiter during the hiring process. These include medical, dental, vision, PTO, Holiday pay, and 401k matching.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.