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Form of workWe'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 the business.
- 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
- Facilitates 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
- 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
- Knowledge & Work Experience - Paints & Coatings industry or any B2B Specified Products industry Environment.
- HS Diploma/GED required, Bachelor's degree preferred
- 5-7 years of work experience in customer services and/or sales support.
- 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
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- Medical insurance with HSA
- Dental, Vision, Life, AD&D benefits
- Annual bonus
- 401K retirement savings with 6% company match
- Generous vacation, personal and holiday pay
- Paid Parental leave
- Hybrid work for most exempt roles
- Active Diversity & Inclusion Networks
- Career growth opportunities on a regional and global scale
- Tuition Reimbursement
- Career growth opportunities
- Active Diversity & Inclusion Networks
- Employee referral bonus
- Monthly Auto Allowance
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: 29177
