Customer Service Agent - South Bend, United States - H.B. Fuller

H.B. Fuller

Verified Company

South Bend, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

As the largest pureplay adhesives company in the world, H

B Fuller's (NYSE:
FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day.

Founded in 1887, with 2023 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,000 global team members who collaborate with customers across more than 30 market segments in over 140 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets.

Primary Duties
This role will have primary responsibility for:75% - Customer Account Management

For the defined customer area/portfolio, manage all aspects of order cycle, such as Entry, Maintenance, Confirmation, Followup to ensure customer satisfaction and hassle free interface with customers.
Beginning to build lasting relationships with customers through knowledgeable communication and meeting requirement for proactive calls to ensure service expectations are met.
Ensure domestic orders are entered ontime and review daily.
Manage all aspects of order cycle including any troubleshooting to ensure customer satisfaction and hassle free interface. (I.e. orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc.).
Effectively manage work situation of basic degree of complexity, which could impact company image and/or sales dollars and cost.
Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales where necessary using independent judgment.
Handle assigned projects in addition to daily tasks independently
Liaise regularly with other functions such as Credit, Logistics, Supply chain, Operations & Sales, to ensure shipped in full and on time (SIFOT) delivery to our customers.
Coordination with supervisors to authorize additional expenditures when appropriate to ensure service delivery and customer satisfaction levels are maintained.

25% - Service, Communication and Teamwork

Improving service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer's needs, new products, product availability and the production plans.

Meeting phone coverage requirements to provide world class customer service.

Actively participating on teams by contributing skills and appropriate knowledge to continually achieve better solutions and results.
Knowledge and compliance to all pertinent processes, policies and standards, both departmental and companywide, needed to perform your primary responsibilities.

Job Requirements

Bachelor's degree preferred or combination of related years of college and/or 1 year of customer service/sales experience.
Basic PC skills; include Microsoft Office suite, and ERP systems.
Individuals in the position must be results orientated, organized, able to multitask, work in a fast paced team environment and possess a strong customerfocused attitude: highly personable, accurate, relates well with people, service oriented, and a positive attitude.
Action oriented and high energy to work in a challenging, changing and flexible environment.
Ability to prioritize and manage workload to meet customer demands and deadlines.
Strong communication skills; written, telephone, speaking, reading and listening
Effective problem solving skills and ability to make decisions independently.

Demonstrates Proficiency in the Following Competencies

Responsive to change
Adapts quickly to changing circumstances
Individually responsible for results
Engages in activities and experiences that strengthen contribution to the organization
Model collaboration and commitment
Focuses on team success before individual success

Focus on customers

Creates an experience for customers, delights customers by providing exceptional value and service

Demonstrates operational excellence

Continually looks for new and better ways to achieve results and shows functional/technical proficiency in work
Demonstrates effective selfmanagement and seeks new challenges that would add value to the organization and personal development.

Physical Environment

Office environment with a majority of time spent at a desk on the phone and computer
Hybrid 2 days remote

Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location.

The salary for this role is $24/hr and up based on experience.

In addition to your salary, H.B.

Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays.

Eligibility may vary.