Customer Service Representative - Reading, PA

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

• Manage customer relationships through highly professional frontline support, including order entry and processing, complaints management, escalation management, information requests, general service management, and timely issue resolution.
• Acts as a consultant to Customers regarding, product availability and logistics.
• 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 Powder Market Segment.
• Commitment to providing a high level of customer care and internal support.

Location: Reading, PA

Key Responsibilites

• Processes orders 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 e-commerce portal.
• Ensures order processing is handled correctly in full, and within 24 hours.
• Initiates and tracks customer specific data and notes in the ERP system.
• Maintain clear and accurate documentation within company systems.
• Raises issues in delivery and/or invoice process with cross-functional teams.
• Tracks status of orders and expedites through the system when necessary by coordinating with Operations and Logistics.
• Contributes to a supportive team environment by sharing knowledge, communicating openly, and proposing process improvement initiatives.
• Acts as first level contact with customer for answers to questions and in attempting to resolve complaints.
• Coordinates with operations and sales for resolution of customer complaints.
• Initiate, and investigate, corrective actions and determine root cause on any Customer Service-related issues. Resolves complaints appropriately through RGA or credit process.
• Initiates necessary changes to CS processes to reduce/eliminate CS caused complaints.
• Supports the training of new Customer Service team members.
• Support enhancements to training programs for customer service-related process by offering suggestions to Customer Operations Manager.
• Completes registering / filing / archiving of customer service-related documentation.
• Assures cooperation between customer service and cross-functional teams such as commercial, operations and supply chain to support customer needs.
• 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.
• Strong proficiency in the use of Microsoft Office suite, primarily Excel and Word.

Compensation & Benefits

Base salary range for this role is: $55,000 to $65,000. This is the range that we in good faith anticipate relying on when setting wages for this position. We may ultimately pay more or less than the posted range. This salary range may also be modified in the future.

401K retirement savings with 6% company match
Medical insurance with HSA
Dental, Vision, Life, AD&D benefits
Eligible for annual bonus
Generous vacation, sick and holiday pay
Short & Long term disability
Paid Parental leave after 1 year
Career growth opportunities
Active Diversity & Inclusion Networks
Employee referral bonus
Employee appreciation days

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.

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