Customer Service Representative

Job Description

Customer Service Representative | Arkema

The Tone:
This is a full-time role at Arkema, located in Cary, NC or Radnor, PA. Arkema is a world leader in Innovative Materials for a Sustainable World, with an ambition to become a pure Specialty Materials player. The company focuses on advances in bio-based and recyclable materials, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation. This role is essential for supporting the revenue stream of Arkema, Inc. by managing the sales order process and ensuring customer satisfaction for the Coating Solutions business.

The TL;DR
• Role: Full Time
• Location: In-person, Cary, NC or Radnor, PA

• Team: Customer service team of three people, reporting to the Customer Service Manager for the Coating Solutions business.
• Mission: Drive customer satisfaction and support the revenue stream through efficient sales order management for the Coating Solutions business.
• Tech Stack: SAP, Microsoft applications (Word, Excel, Power Point), BU’s specific complaint system, SAP BW, WBBR

What You’ll Actually Do
• Order Management: Manage the sales order process for a group of customers, ensuring all orders are acknowledged within 24 hours and delivered on time.
• Issue Resolution: Investigate and resolve crisis situations, customer complaints, and account residuals, correctly assigning issues and creating credits when appropriate.
• Customer Support: Understand products and markets to offer proactive solutions, monitor order delivery, and arrange alternative transportation options while managing inventory.
• Process Improvement: Actively participate in all required training, identify gaps in existing ISO procedures, and make recommendations for revisions.
• Operational Support: Conduct additional business-specific activities as directed, including import/export support, collections, forecasting, or attending supply chain meetings.

The Must-Haves
• Background: Bachelor’s Degree with an Emphasis in Business, Engineering or Supply Chain, or equivalent relevant customer service experience.
• Experience: One to three years of experience with a Bachelor’s degree, or four or more years of relevant customer service experience without a Bachelor’s degree, with experience in customer order processing in an enterprise system.
• Skills: Proficient in Microsoft applications (Word, Excel, Power Point), strong problem-solving and communication skills, and working knowledge of SAP/ERP Master data and order processes.
• Bonus: SAP experience is strongly preferred, along with knowledge of customers and products, and the ability to recommend process improvements.