Customer Account Representative

3 days ago

King of Prussia, PA, United States Pacer Group Full time
Job Title: Customer Account Representative
Location: Radnor, PA 19087
Duration: 4+ Months (possible Extension)

Job Description:

Summary:

The Customer Service Representative is responsible for managing the Sales Order Management process, ensuring customer satisfaction and support, handling account reconciliation, and contributing to the revenue stream of Bostik, Inc. This role requires effective communication with customers and internal teams, maintaining order processes, and resolving issues to ensure timely delivery and customer satisfaction.

Key Activities & Responsibilities:
  • Order Management:
    • Manage customer orders, expectations, and resolve crisis situations.
    • Coordinate with Demand Management to ensure timely delivery dates.
    • Maintain customer master records and handle credits, debits, and returns.
    • Resolve residuals and record customer complaints.
    • Balance customer needs with BU forecasting processes and plant production in coordination with Supply Chain.
    • Ensure accurate order entry and communicate any issues promptly.
    • Monitor orders for on-time delivery and proactively renegotiate delivery dates as needed.
    • Track order activity and alert potential delivery problems, expediting deliveries when necessary.
    • Negotiate optimal transportation modes with Logistics.
  • Customer Relations:
    • Develop and maintain proactive relationships with selected customers and sales staff.
    • Acknowledge and process customer orders within 24 hours of receipt.
    • Provide accurate pricing, availability, and schedule information.
    • Suggest additional or alternative products to meet customer needs.
    • Create rapport and business knowledge with customers, and communicate effectively with sales staff.
    • Offer solutions to customer requests proactively.
  • Collaboration:
    • Work with internal departments (Sales, Demand Management, Planning, Logistics, Regulatory, etc.) to resolve customer issues efficiently.
    • Participate in Supply Chain meetings and collaborate with plant/Supply Chain on product availability and pricing.
    • Engage with BPO, Credit, Logistics, and other teams to provide better customer service and handle issues effectively.
  • Complaint Management:
    • Record complaints and assign to the investigating party.
    • Understand the implications of issues and manage the complaint process effectively.
    • Ensure timely complaint closure within BU's established service levels.
  • Financial and Service Excellence:
    • Understand and manage customer financials including residuals, credits/debits, and overdue invoices.
    • Follow specific service rules for customers and provide consistent, high-quality service to all.
    • Update customer master settings for more efficient order entry.
    • Ensure clear communication within the team, especially during back-up situations.
  • Compliance:
    • Operate in accordance with Bostik Customer Service ISO 9000 Quality & Procedures Manual, company policies, and legal/regulatory guidelines (e.g., Robinson Pactman Act, Hazmat, TOSCA, NAFTA, etc.).
    • Participate in HES activities and ensure compliance with site HES policy.
    • Promote the reporting of all health, safety, environmental, and injury incidents.
Qualifications & Experience Required:
  • Education:
    • Bachelor's Degree in Business, Engineering, Supply Chain, or a relevant field; or equivalent relevant customer service experience.
  • Experience:
    • Minimum of 1-3 years of experience with a Bachelor's degree or a combination of education and experience (internships included).
  • Skills:
    • Proficiency with Excel and PowerPoint.
    • Strong communication, problem-solving, and decision-making skills.
    • ERP experience; SAP is strongly preferred.
    • CRM and Salesforce experience is preferred.
Additional Responsibilities & Context:
  • Trusted to operate within customer service compliance guidelines and Bostik's Code of Ethics/Conduct.
  • Actively supports health, safety, and environmental initiatives

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