Purpose of the Job • 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. This position is located in Reading, PA Key Responsibilities • 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. • Skills – Excellent customer service communication, stakeholder management, presentation and conflict management. • Ability to prioritize tasks and manage multiple responsibilities effectively. • Commercial and business acumen, basic understanding of financial concepts related to sales and customer services. • High attention to detail and accuracy • Solid understanding of Planning, Production and Logistics functions. Benefits 401K retirement savings with 6% company match Eligible for annual bonus Medical insurance with HSA Dental, Vision, Life, AD&D benefits 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

Powder - Customer Service Representative - Reading, PA (Reading, PA, US, 19607) @ Akzo Nobel Sourcing B.V.

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