Customer Service Representative

We supply the sustainable and innovative paints and coatings that our customers, communities – and the environment – are increasingly relying on. 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 a pioneering paints company that’s committed to science-based targets and is taking genuine action to address globally relevant challenges and protect future generations.

For more information please visit www.akzonobel.com.

© 2023 Akzo Nobel N.V. All rights reserved.

LOCATION: GARCIA SITE (HYBRID)

WORK SCHEDULE: MONDAY TO FRIDAY 2:00 PM TO 10:00 PM, IT REQUIRES WORKING WEEKEND SHIFTS ON SATURDAYS.

Job requirements

• Bachelor degree is required
• Associate’s or Bachelor’s degree, preferred
• 5+ years experience on SAP preferred
• Ability to read, comprehend and follow safety instructions and safety guidelines
• Fluent English and Spanish
• Must be able to work independently with high quality and accuracy
• Success in qualifying opportunities involving multiple key decision makers
• Strong knowledge of sales principles, methods, practices, and techniques
• Strong problem identification and objection resolution skills
• Able to build and maintain lasting relationships with customers
• Exceptional verbal communication and presentation skills
• Ability to multi-task and balance priorities
• Ability to interact effectively with internal and external customers
• Maintain high levels of customer satisfaction
• Must have knowledge of basic computer skills and have the ability to use Excel, Word, SAP and able to adapt to software applications.
• Must be able to use calculator, telephone, keyboard and various office machines on a daily basis
• Must be able to communicate both in person and on the telephone, enter information on the computer and read various instructions given to them

Purpose of the job

The AkzoNobel Coatings Customer Service Representative (CSR) is an important facet of the AkzoNobel Sales Team and plays an essential role in communication with internal and external customers by using extensive product and industry knowledge and experience to exemplify our brand image as an ambassador, as well as provide positive brand experiences to all customers.

The CSR assists customers and AkzoNobel Sales Team by research, coordination of information, entering customer orders, claim information, tracking short pays, and responding to inquires from internal or external customers. Ensure Akzo Nobel Coatings processes are followed involving the inspection and accountability of materials and the shipment of items from stock or production in accordance with customer requirements. Correct exception cases of overages, shortages, or damaged items. Plan, coordinate, or prepare outbound and inbound shipments with team members, public carriers, and customer will calls. Interpret customer’s instructions and coordinate special product handling, shipping instructions, or packaging requirements. Assist in maintaining adequate inventory levels, materials, and supplies to support distribution activity.

Key responsibilities

• Must follow all established safety rules and procedures
• Assist in the compliance with government regulations and AkzoNobel Coatings environmental, health, and safety (EHS) directives relative to shipments and document retention.
• Must demonstrate integrity while performing duties as per company’s Code of Conduct
• Communicates effectively with internal and external customers involving coordination with internal departments that may include manufacturing, purchasing, logistics, and sales.
• Process customer orders, from registering orders in the system to scheduling shipment according to customer requirements. Effective communication and timely feedback to the customer and internal departments about the status of orders or any other requirements either via email, telephone, or through personal contact with the customer.  Manage the sales order fulfilment process from sales order to cash.
• This role is a primary communication contact between the plant and the customer, in addition to following up on the resolution of customer complaints and ensuring that the customer is informed of the result. Respond in a timely manner to internal non-conformities related to the department, in alignment with the Sales Manager.
• Maintain files are complete; file documentation related to customer orders and credit notes according to the department's requirements.
• Tracking of proof of delivery for customers who require it.
• Generation, sending and electronic upload of invoices that are generated in the system. Ensure that the invoices generated are free of errors.
• Generation of return orders, with appropriate approvals and charter of authority schedule, and follow-up until the corresponding credit notes are applied.  Customer communications on the status of the returns and support to minimize customer hardships as related to the return.
• Track the status of customer orders/requirements, expiration of customer certificates in addition to informing the indicated staff, and as needed to the customer, of any potential delivery problems. Mobilize domestic resources to expedite the delivery of orders as required.
• Ensure compliance with the rules and standards set by AkzoNobel, government and clients.
• Ensure compliance with Quality, Safety, Health and Environmental standards established by   AkzoNobel and Customers.
• Know and apply the company's values of integrity and ethics, as well as the Code of Conduct, including the Anti-Bribery Principles and Global Competition Law, and participate in related trainings in person or online.
• Sales order, from sales order to cash, fulfillment, data maintenance and management with quality, accuracy, and efficiency.
• Researches and file claims for damaged freight with carriers and Initiate freight claims
• Email or fax order and shipment confirmations to customers and sales representatives
• Tracks outbound shipments and relay information to customers or sales representatives
• Maintains customer contact information
• Researches customer short pays and collecting information to determine if credit is applicable
• Create and deliver qualified opportunities to Account Managers where appropriate.
• Ensure follow-up by passing leads to Account Managers with calls-to-action, dates, complete profile information, sources, and so on.
• Assist Sales in creating Request for Proposals/Requests for Quotes (RFQ) responses to potential clients.
• As appropriate, make outbound follow-up calls to existing customers via telephone and e-mail cross-sell and up-sell.
• Support/inform Sales with inbound, unsolicited prospect calls and to convert them into sales.
• Emphasize product/service features and benefits, quote prices, discuss credit terms, and as appropriate help prepare sales order forms and/or reports.
• Enters customer price increases or adjustments, as with appropriate responsibility and schedule of authority.
• Generates reports as requested
• Maintains container defaults on all customers
• Ensures customer purchase order (PO) pricing is correct and requests a revised PO in the event a correction is applicable
• Attend to incoming phone calls
• Provides the Accounting Department with customer information for Customer Master
• Maintain sales orders with high quality preventing issues with invoicing and payment.
• Maintains customer hold file
• Additional duties may be assigned in the event business conditions change   
• Ensure Akzo Nobel Coatings EHS and DOT compliance for safe transportation of hazardous materials.
• Other duties as deemed necessary by department business conditions
• Upload any document for payment into customer portals (CR, DR, INVOICE)
• Create status report and share the information with the customers in weekly meetings / upload this information into customers portal.

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: 38579