Customer Service Representative,

United States, Illinois, Chicago

Business unit: Polymer Chemistry

About AkzoNobel

AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We’re the people that make it possible for you to do what you need to do.


Key Objectives/Principal Accountabilities
- Fulfill the “Order to Cash” (OTC) cycle for assigned customers and ensure processing and monitoring in accordance with agreed terms in order to optimally service the customer:- Receive and process customer requests: orders (from routine to complex), inquiries and/or complaints covering items or products ordered.
- Proactively maintain, improve and build relationship with (key) customers and work cross-functionally with sales staff and direct colleagues so that customer satisfaction is ensured and further developed.

Functional Responsibilities/Network
- Sales Order and Delivery Processing- Receive and process and follow up on orders, Third Party Orders, Purchase Orders, and Consignment Orders from (key) customers, follow up orders in contact with delivery sites.
- Follow on delivery creation and work with logistics to ensure complete delivery.
- Create sample orders upon request of sales/technical management (if applicable)
- Communicate and agree on delivery dates, transport and packaging matters with customers and confirm orders in writing.
- Manage and follow up on the availability of fleet with production site and customers as well as ensuring and monitor fleet and equipment return.
- Check completeness of sales orders regarding transport and/or billing blocks, etc.
- Verify and ensure timely release of invoices, debit/credit notes, returns, commission payments, and rebate agreements when required.
- Create and verify customs documents, ensure complete brokerage information, and coordinate with logistics to ensure prompt service for truckload and railcar shipments (when applicable).
- Check and maintain customer master data in SAP providing proper and updated information on main customer data, e.g. delivery hours, contact details, and special shipping / handling instructions from the customer.
- Register customer complaints in the system in agreement with the corresponding sales manager.
- Continuous improvement: implement and/or optimize work process, techniques, and systems; share knowledge (best practices) and contribute to standardization of work.

- Sales Partner in Customer Relations- Serve as communication link between customers and sales force as well as customers and site.
- Provide guidance and assistance to new or less experienced CS staff.
- Improve OWC by reducing/addressing residuals and by assisting (if necessary) in collection of open invoices in cooperation with Sales Manager, Credit Control and customers.
- Send product information to customers (product data sheets, material safety data sheets, sales specifications).
- Proactively reaching out to customers to follow up on general issues and/or problems.

Job Context
- Customer Service is part of the Regional Business organization.

Vacancy data


Job characteristics

Closing date

December 31, 2099

Vacancy number



North America


United States





Business unit

Polymer Chemistry

Job family


Hierarchy level


Full time/part time


Contract type


Job requirements/Candidate profile

Requirements for Job (education or experience required to be able to perform this job):
- Education: High school diploma with equivalent experience required or Bachelor degree required.
- Competences: Excellent communication skills, Customer focused,  Result oriented, Team player, Accurate working, Able to deal with stress and set the correct priorities
- Knowledge: Approx. 1 – 3 years of experience in manufacturing Customer Service or Logistics. SAP knowledge, preferably in Sales & Distribution.  Import/Export and customs knowledge is a plus. Chemical background preferred.
- Language Skills: Good command of local language and fluent in English.