Customer Service Representative Job

Arkema; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the coatings industry is seeking a Customer Service Representative to manage sales orders, ensure customer satisfaction, and support various departments. The role involves order management, issue resolution, and process improvement within a collaborative team environment. Ideal candidates will have a relevant degree or experience, strong communication skills, and proficiency in Microsoft Office and SAP.

Qualifications

• 1-3 years experience with a degree, or 4+ years relevant experience without a degree.

Responsibilities

• Manage orders for a group of customers, handling 2,000+ orders annually.
• Address crisis situations and manage complaints within service levels.

Skills

Problem-Solving

Communication

Education

Bachelor’s Degree in Business

Bachelor’s Degree in Engineering

Bachelor’s Degree in Supply Chain

Tools

Microsoft Office

SAP

Job description

Customer Service Representative

The Customer Service Representative reports to the Customer Service Manager for the Coating Solutions business.

This role can be based in Radnor, PA or Clear Lake, TX.

Position responsible for Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. Working in a customer service team of three people, interfacing with plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments.

Responsibilities

1. Order Management (70%): Manage orders for a group of customers within specific markets or regions, responsible for all activities including order entry, customer master data, and automated acknowledgments. Handle approximately 2,000+ orders annually, ensuring acknowledgment within 24 hours, monitoring delivery schedules, and managing inventory and backorders. Use tools and reports to track order status and escalate issues as needed.
2. Resolving Issues (15%): Address crisis situations during and after hours, record and manage complaints within established service levels, investigate residuals, and create credits or adjustments within authorized limits. Recommend process improvements proactively.
3. Training (5%): Participate in required training sessions, learn new processes and reports, and maintain personal ISO training records.
4. Additional Activities (10%): Review and suggest revisions to ISO procedures, support sales and distribution activities, participate in supply chain and S&OP meetings, and communicate relevant information to team members.

Environment

Operate within Arkema's Customer Service ISO 9000 Quality & Procedures Manual, adhering to company policies, legal, safety, and environmental regulations. Support site HES policies, participate in safety activities, and promote incident reporting.

Qualifications/Experience

• Bachelor’s Degree in Business, Engineering, Supply Chain, or relevant experience.
• 1-3 years with a degree, or 4+ years relevant experience without a degree.
• Proficient in Microsoft Office; SAP experience preferred.
• Strong problem-solving and communication skills.

Competencies

• Effective verbal and written communication, proactive listening, and customer-focused responses.
• Knowledge of SAP/ERP master data, order processing, inventory, and transportation settings.
• Good judgment, autonomous decision-making, and process improvement suggestions.