Vacancy

Customer Care Specialist,
Full-time

United States, Illinois, Chicago

Business unit: Ethylene & Sulfur Derivatives

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.

Responsibility

Position Description:
Proficiently performs a variety of more complex customer care operations as the primary role.  The Customer Care Specialist is the front line of service for Chelates customers and has direct contact with customers. The Customer Care Specialist assists in the sales efforts by working with the Key Account Managers (KAM) and customers to ensure that customer orders and other concerns are handled in an efficient, effective, professional and friendly manner. A dedication to customer satisfaction and service are mandatory in this position.
 
In addition to their customer relationship management activities, a Customer Care Specialist is accountable to provide customer service relating to customer (internal and external) inquiries, orders, complaints, etc. and to achieve on-time in full deliveries to customers. In this role the Customer Care Specialist helps to mobilize the resources of sales, the plant and other departments to support the customer’s needs.
 
Key Responsibilities:
•             Establishes and maintains productive working relationships with customers, Key Account Managers, production, warehouses and other Company employees.
•            Provides information and relative support customers, Key Account Managers and others regarding inquiries, orders, changes, cancellations, delivery dates, application of products and pricing. Expedites orders and performs other related duties. Interacts with other departments as needed.
•             Develops a broad knowledge base related to services, regulations/legislation, programs, and technologies and marketing strategies to meet Company goals.
•             Process and coordinate domestic and international (depending on application and account allocation) orders using order management procedures.
•             Services customers according to the account management policies.
•             Provides information to customers or other Company personnel regarding products, orders and related Company policies and practices.
•             Provide literature and product information to customers and inquiries.
•             Responsible for inventory maintenance (issues) and reporting-month end reconciliation where applicable in conjunction with the Logistics Specialists, and Supply Chain Manager.
•             Coordinate domestic, import & export sample shipments for customers.
•            Set up and maintain customer master data in SAP and maintain customer paper files (eg. tax exempt, SPA’s, pricing, etc).
•             Coordinate product returns.
•             Process and issue customer rebates and accruals.
•             Maintain contact with Financial Services department with regard to credit control update KAM about delinquent and short pay customers and follow up on overdue payables in conjunction with the Credit Control Department and Key Account Managers.
•             Work with Key Account Managers and Customer Tech Specialist to form the Customer Excellence Team in order to provide unparalleled service to our “key” customers.
•             Participates in planning for current and future needs of customers.
•             Maintains work schedule to provide adequate customer care department telephone coverage.
•             Performs other duties as assigned by the Supply Chain Manager.
 
Impact on Operations:
As a seasoned Customer Care Specialist, this position allows an employee the ability to gain knowledge of how the business operates through intimate and first hand contact with customers. This role is very important to the Business Unit because it is the first level of contact with a customer. This incumbent is accountable for dealing with customers in a professional and courteous manner representative of the Company. This includes dealing with any customer complaints or issues appropriately.
 
It is extremely important for this role to be very exact and accurate in performing the job. Inaccuracy and errors could result in financial impact to the company. It is equally important to ensure that the details of the job are performed completely and with sound judgment. The Customer Care Specialist shares the responsibility for the customer’s satisfaction with the Company.
 
Problem Solving/Decision Making:
This position has the level of autonomy to make decisions within a set of operating procedures for the Customer Care Department. Those procedures cover typical situations but many non-typical situations arise in daily operations. The Customer Care Specialist must be capable of making sound decisions based on a balance of the customer’s and Company’s interests. Likewise, knowing when to seek help from supervisors also requires capable judgment.
 
Typical challenges in this role include:
•             Balancing lack of product/low inventory with customer needs
•             Unreasonable customer requests
•             Shipment problems
•             Customer complaints 
•             Misdirected customer calls and directing customers to the appropriate Business Unit

Vacancy data

Organisation

Job characteristics

Closing date

December 31, 2099

Vacancy number

170002ZR

Continent

North America

Country

United States

State/Region/Province

Illinois

Site

Chicago

Business unit

Ethylene & Sulfur Derivatives

Job family

Sales_Cust_Serv

Hierarchy level

Professional/Experienced/Specialist

Full time/part time

Full-time

Contract type

Permanent


Job requirements/Candidate profile

Skills & Knowledge:
Requires a High School Diploma, and 5-7 years customer service experience in the chemical industry preferred. Some experience may be substituted with a higher-level degree such as an Associates or Bachelor’s Degree. Demonstrated superior customer service and interpersonal skills. Excellent oral and written communication skills, with a demonstrated ability to interact effectively with individuals at all levels in the organization. Requires strong organizational and problem solving skills. Some basic understanding of invoicing is a plus. Ability to compile and maintain files and records for monthly retention purposes. Incumbent must have strong PC skills and accurate data entry skills. Must be detail oriented, and present a positive attitude over the phone. Ability to prioritize and manage time effectively. Must be an effective team member. Familiarity with international shipping is a plus.

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