Job Description

Hybrid position - B2B customers

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 Automotive & Specialty Coatings Market Segment

Requirements:

Associate’s or bachelor’s degree preferred
3+ 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

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.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits: