Customer Account Representative

Job Dimensions

This position reports to the Customer Service Manager for Durable Goods, Bostik. This position is responsible for the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Bostik, Inc.

Location: Wauwatosa, WI

Key Activities

• Possesses knowledge of order management processes and systems.


• Manage customer orders, manage customer expectations, resolve crisis situations, work with Demand Management to satisfy delivery dates, maintain master records, handle credits/debits/returns, resolve residuals, recording complaints.


• Balancing customer needs within the BU forecasting process and plant production in coordination with Supply Chain.


• Knowledge of the SAP order process, inventory, and key fields for expected results, Available To Promise (ATP), combined settings for transportation, etc.


• Works with plant/Supply Chain for product availability and marketing/sales on pricing.


• Attends Supply Chain meetings.


• Records Complaints and correctly assigns to investigating party, understands implications of issues and effectively manages complaint process.


• Applies debit & credit adjustments based on business guidelines and DSA authority.


• Proactively maintains an ongoing relationship with selected customers and sales staff


• Receives, acknowledges, and processes customer orders within 24 hours of receipt


• Provides pricing, availability, and schedule information


• Suggests additional/alternative products to meet customer needs


• Tracks order activity, and alerts potential delivery problems. Expedites the delivery of orders.  Negotiates optimal mode of transportation through interaction with Logistics.  Resolve crisis situations during and after hours of operation while not jeopardizing the customer relationships.


• Working knowledge of SAP/ERP Master Data

Responsibilities

• Accurate Order entry, communication of issues as soon as possible. Monitor orders for on-time delivery or proactively renegotiate delivery dates. Follow business specific service rules.


• Clear communication of service commitments to customers and with internal contacts (sales, DM, planning) on demand changes and delays impacting service.  Understanding of customer financials (residuals, credits/debits, and overdue invoices), firm knowledge of customer revenue and working capital targets as it relates to this role.                                                                  


• Provide consistent high-quality service to all customers.


• Regularly updates customer master settings for more efficient order entry.


• Creates relationship with customers, gains appropriate business knowledge and communicates to the sales staff.


• Learn and apply the business model, products, and customers/markets; ability to proactively offer solutions to the customer.          


• Establish rapport and build internal network of resources (BPO, Credit, Logistics, Regulatory, etc.) to gain additional business knowledge in an effort to handle customer requests and issues more efficiently.                              


• Follow ISO Procedures


• Ensure the same level of service is applied to all accounts whether they are assigned specifically to you or a team member.  Clear, two-way communication to team members regarding the status of customer accounts in a back-up situation.     


• Ability to enter and close complaints in each BU's specific complaint system within BU established service level

Context and Environment

• Daily functions are conducted in accordance with Bostik Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.


• Supports the site HES policy and complies with all regulatory and internal requirements


• Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)


• Supports and promotes the reporting of all health, safety, environmental, near-miss, accident, or injury incidents


• Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Bostik Code of Ethics/Conduct.

Qualifications / Experience Required

• Bachelor’s Degree with emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.


• Minimum Years of Experience = 1-3 with Bachelor’s degree and/or a combination of education and experience (intern)


• Proficiency with Excel and PowerPoint


• Strong communication, problem solving & decision-making skills


• ERP Experience; SAP Strongly preferred


• CRM and Salesforce experience preferred