Customer Service Representative - Aeropspace Coatings Manufacturing

About AkzoNobel

Since 1792, we've been supplying the innovative paints and coatings that help to color people's lives and protect what matters most. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. We're active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It's what you'd expect from a pioneering and long-established paints company that's dedicated to providing sustainable solutions and preserving the best of what we have today - while creating an even better tomorrow. Let's paint the future together.

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© 2024 Akzo Nobel N.V. All rights reserved.

Job Purpose
• To ensure that adequate resources/processes reside in customer services geared towards highly professional interactions with customers associated with order processing, complaint registration, general management and information requirements.
• Acts as a consultant to Customers regarding, products and specifications available.
• Supports sales targets for the Americas by coordinating with internal and external sales related programs and services.
• Ensures AkzoNobel Customer Service Department is seen by Customers as best in class for the ASC Market Segment

Key Responsibilities
• Processes order receipts efficiently, prioritizing timely order processing and outstanding customer interactions and relationships. Registers and processes customer orders in the ERP system received via electronic mail, phone or through other contact parties with the customer. Ensures order processing is handled correctly in full, and within 24 hours.
• Initiates and tracks CMMT (customer data edits) requests.
• Raises issues in delivery and/or invoice process with concerned parties
• Tracks status of orders and expedites through the system when necessary by coordinating with Planners and Logistics.
• Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
• Finds solutions for customer needs (e.g. additional and/or alternative products) through advanced customer, market, product and specification knowledge.
• Makes Continuous Improvement proposals for improvements to work processes.
• Enters customer complaints. Coordinates resolution and initiates credits or RMA's when applicable.
• Initiate, and investigate, corrective actions and determine root cause on any Customer Service-related issues. Resolves complaints appropriately through RMA or credit process. Initiates necessary changes to CS processes to reduce/eliminate CS caused complaints.
• Support enhancements to training programs for customer service-related process by offering suggestions to Customer Operations Manager.
• Supports the training of new Customer Service team members
• Completes registering / filing / archiving of customer service-related documentation.
• Assures cooperation between customer service and field force regarding administration of customers' orders.
• Adheres to all applicable corporate as well as site policies/procedures with regards to personal conduct/HS&E standards and acts in compliance with all regulations.
• Runs ad-hoc reports regarding customer usage and history when required

Job Requirements
• Associate's or bachelor's degree preferred
• 4-5 years of work experience in customer services and/or sales support.
• Knowledge & Work Experience - Paints & Coatings industry or any B2B Specified Products industry Environment.
• Strong proficiency in the use of SAP or similar ERP systems
• Skills - Excellent customer service orientation, stakeholder management, communication and presentation, conflict management, commercial and business acumen, basic understanding of financial concepts related to sales and customer services
• Solid understanding of Planning, Production and Logistics functions

Rewards & Benefits

Compensation for this role $24.00 to $26.00/hour. (OT at 1.5X after 40 hrs. weekly)

• Benefits beginning Day 1
• Generous vacation (10 days), personal (5 days) and holiday (11 days) pay
• 401K retirement savings with 6% company match
• Progression (pay for skill) pay plans
• Annual bonus upto 4%
• Medical insurance with HSA
• Dental, Vision, Life, AD&D benefits
• Tuition Reimbursement
• Career growth opportunitiesActive Diversity and Inclusion Networks
• Employee referral bonus

Competencies

Accepting Direction
Accepting Responsibility
Acquiring Information
At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: #LI-SS1