Customer Service Agent at H.B. Fuller

Primary Duties

• For the defined customer area/portfolio, manage all aspects of the order cycle, such as Entry, Maintenance, Confirmation, and Follow-up to ensure customer satisfaction and a hassle-free interface with customers.
• Handle in a professional manner all Customer interactions and coordinate the final customer response.
• Communicate with Customers whenever there are changes that might affect their order-
• SAP administration: update in a timely manner customer master, CoA, invoice query resolutions, customer complaints, etc.
• Liaise regularly with other functions such as Finance, Logistics, SC, & Sales, to ensure OTIF delivery to our customers.
• Work proactively to ensure all local SHE objectives are achieved, whilst working in compliance with SHE regulations.
• Control of consignment stocks, where appropriate.
• Completion of customer portals, where appropriate.
• Build and/or improve on lasting relationships with customers through knowledgeable communication.
• Exercise ownership in the performance of duties. Seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to the company.
• Seek to understand and include customer requirements in all operational plans and activities.
• Provide effective follow-up and feedback to ensure customer requirements are being met.
• Ensure customer and community service standards are considered in all operational activities.
• Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales or customer service management for assistance.
• Monitor and enforce material allocations with customers while maintaining positive customer relations.
• Coached and trained, by Customer Service Supervisor and/or senior colleagues, to effectively manage work situations of moderate degree of complexity, which could impact company image and/or sales dollars and cost.

Minimum Requirements

• 2+ Years’ Experience
• High school degree; commercial school education
• Fluency in written and spoken English and at least one other major language
• You´ll need to have one of the 2:
• Fluent in English and one of the major languages – Chinese, Spanish, German, Dutch, Greek, Turkish, French etc.
• At least 2 years experience in customer support or customer service activities with a regional Scope.
• The Customer Service Agent reports to a Customer Service Supervisor and will be performing tasks under the supervisor’s guidance while being trained and gaining business acumen.

General Requirements

• Strong computer competency with high MS Office suite proficiency
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively to meet customer demands and deadlines
• Strong problem-solving skills