AkzoNobel
Customer Service Rep - Waukegan 1st shift
AkzoNobel, Waukegan, Illinois, United States, 60087
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.
Key Responsibilities
Process order receipts efficiently, prioritizing timely order processing and outstanding customer interactions and relationships. Register and process customer orders in the ERP system received via electronic mail, phone or through other contact parties with the customer. Ensure order processing is handled correctly in full, and within guidelines.
Support the order to cash process and collaborate with third‑party collection agency to resolve collection issues with customers.
Initiate and track PMMT (new product set up and color) requests. Escalate PMMT’s as required and follow up on urgent requirements.
Raise issues in delivery and/or invoice process with concerned parties.
Track status of orders and expedite through the system when necessary by coordinating with Planners and Logistics.
Act as first level contact with customer for answers to questions and in attempting to resolve complaints.
Find solutions for customer needs (e.g. additional and/or alternative products) through advanced customer, market, product and specification knowledge.
Provide price quotations to direct accounts and for non‑standard pricing within 24–48 hours.
Enter customer complaints. Coordinate resolution and initiate credits or RMA’s when applicable.
Initiate, investigate, and implement corrective actions and determine root cause on any Customer Service‑related issues. Resolve complaints appropriately through RMA or credit process. Initiate 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 Manager.
Support the training of new Customer Service team members.
Complete registering / filing / archiving of customer service‑related documentation in SAP.
Assure cooperation between customer service and field force regarding administration of customers’ orders.
Allocate products for shipments.
Adhere to all applicable corporate as well as site policies/procedures with regards to personal conduct/HS&E standards and act in compliance with all regulations.
Run open order reports.
Deliver custom information on high‑profile accounts as required.
Job Requirements
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.
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.
Microsoft: Excel, Word, PowerPoint is a plus.
Compensation for this role $24.00 to $26.00/hour.
401K retirement savings with 6% company match 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
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.
#J-18808-Ljbffr
Key Responsibilities
Process order receipts efficiently, prioritizing timely order processing and outstanding customer interactions and relationships. Register and process customer orders in the ERP system received via electronic mail, phone or through other contact parties with the customer. Ensure order processing is handled correctly in full, and within guidelines.
Support the order to cash process and collaborate with third‑party collection agency to resolve collection issues with customers.
Initiate and track PMMT (new product set up and color) requests. Escalate PMMT’s as required and follow up on urgent requirements.
Raise issues in delivery and/or invoice process with concerned parties.
Track status of orders and expedite through the system when necessary by coordinating with Planners and Logistics.
Act as first level contact with customer for answers to questions and in attempting to resolve complaints.
Find solutions for customer needs (e.g. additional and/or alternative products) through advanced customer, market, product and specification knowledge.
Provide price quotations to direct accounts and for non‑standard pricing within 24–48 hours.
Enter customer complaints. Coordinate resolution and initiate credits or RMA’s when applicable.
Initiate, investigate, and implement corrective actions and determine root cause on any Customer Service‑related issues. Resolve complaints appropriately through RMA or credit process. Initiate 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 Manager.
Support the training of new Customer Service team members.
Complete registering / filing / archiving of customer service‑related documentation in SAP.
Assure cooperation between customer service and field force regarding administration of customers’ orders.
Allocate products for shipments.
Adhere to all applicable corporate as well as site policies/procedures with regards to personal conduct/HS&E standards and act in compliance with all regulations.
Run open order reports.
Deliver custom information on high‑profile accounts as required.
Job Requirements
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.
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.
Microsoft: Excel, Word, PowerPoint is a plus.
Compensation for this role $24.00 to $26.00/hour.
401K retirement savings with 6% company match 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
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.
#J-18808-Ljbffr