Customer Service Representative

Date: Mar 10, 2022

Location: Waukegan, IL, US

Company: AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. 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 have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

• 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 and supports Orders to Cash practices for Aerospace
• 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 Aerospace Market Segment
  

• 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.
• Supports the order to cash process and collaborates with third party collection agency to resolve collection issues with customers.
• Initiates and tracks PMMT (new product set up and color) requests. Escalates PMMT’s as required and follows up on urgent requirements
• 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.
• Provides price quotations to direct accounts and for non-standard pricing within 24 hours
• Makes 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 CS Supervisor.
• 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
• Delivers custom information on high profile accounts as required
  

• Recommends which customers need to be priorities in delivery when resources are limited
• Qualify and initiate JETS/Rapid Response orders
• Find solutions for customer needs by making product and or specification recommendations
  

• Knowledge & Work Experience – Paints & Coatings industry or any B2B Specified Products industry Environment.
• 4-5 years of work experience in customer services and/or sales support.
• Strong proficiency in the use of SAP or similar ERP systems
• Associate’s or bachelor’s degree preferred
• 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
• The ability to type a minimum of 30 wpm
• Solid understanding of Planning, Production and Logistics functions

AkzoNobel is an equal opportunity employer. In accordance with applicable laws, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law.

Requisition ID: 19715

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Nearest Major Market: Chicago