Customer Service Specialist

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.

Position Title : Customer Service Agent

Position Overview

The Customer Service Agent acts as single point of contact for customers for their assigned customer portfolio, ensuring all day to day customer related activities (e.g. order handling, quotations to customer, customer data maintenance, coordination of customer requirements) are dealt with in a courteous, accurate and timely manner, adhering to current business standards. The job holder maintains and increase customer loyalty, by building relationships.

Primary Responsibilities

• For the defined customer area / portfolio, manage all aspects of order cycle, such as Entry, Maintenance, Confirmation, Follow-up to ensure customer satisfaction and hassle-free interface with customers.
• Handle in a professional manner all Customer interaction 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 relationship with customers through knowledgeable communication.
• Exercise ownership in performance of duties. Seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to 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 customer 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