Customer Service Representative

PPG; Strongsville (OH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401k Benefits

Career growth opportunities

Job summary

A leading coatings company in Strongsville, Ohio is seeking a Collision Services Customer Service Representative to manage orders and advocate for customers. This role involves order accuracy, effective communication with customers, and training on the company's applications. Candidates should have at least 3 years of experience in B2B customer service, familiarity with Oracle ERP, and strong skills in Microsoft Office. Join us to enhance your career while contributing to a collaborative work environment.

Qualifications

• Minimum of 3 years of order management experience in a B2B environment.
• Experience with Oracle ERP, CRM systems, and Microsoft Office Suite.
• Ability to document customer issues and follow-up.

Responsibilities

• Manage and process orders for CDN and Strategic Accounts.
• Provide excellent customer service and handle inquiries.
• Train customers on the Collision Services website and mobile app.

Skills

Order management

Customer service

Communication

CRM systems

Oracle ERP

Microsoft Office Suite

Job description

The Collision Services Customer Service Representative will help provide comprehensive support for PPG's Collision Services customers, applications and programs. You will emphasize customer advocacy, efficient order management, and experience interpreting and responding to customer requests with multiple partners, including our teams, external customers, and distribution points.

Responsibilities

• Manage and process orders for CDN and Strategic Accounts, ensuring efficiency and accuracy across multiple systems. Source orders from appropriate distribution locations based on availability and customer needs.
• Be a customer advocate, providing excellent service and ensuring adherence to PPG processes. Handle incoming orders, emails, and phone calls, ensuring responses to customer inquiries.
• Communicate with customers, vendors, and our teams to coordinate orders, shipping details, and resolve issues.
• Handle returns by verifying purchase history and issuing credits or invoices to customers.
• Train and assist customers with navigation and troubleshooting of the Collision Services website and mobile app. Manage registration requests for Collision Services applications.
• Create opening order kits, update relevant details in SharePoint, and manage unique customer information within the CRM system. Log incoming and outgoing calls within the CRM system to track customer interactions.
• Provide training and mentorship to new team members, ensuring knowledge transfer and support. Facilitate ongoing learning opportunities for team members. Train customers and sales team on Collision Services applications.
• Work with internal and external distribution points, sales teams, and customers to facilitate order placement and resolution. Foster a collaborative work environment.
• Stay updated on procedures, training, and system upgrades to enhance performance and service delivery.

Qualifications

• Minimum of 3 years of order management experience in a B2B customer service environment.
• Familiarity with Oracle ERP, CRM systems (VantagePoint and ClientLink), and proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience documenting customer issues in detail and accountability in all tasks, ensuring follow‑up on customer issues.
• Familiarity with the Automotive Refinish industry is desired to enhance service delivery.

About Us

Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – everyday.

PPG: WE PROTECT AND BEAUTIFY THE WORLD™

Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @ PPG on Twitter.

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need assistance, please email [e-mail].

Medical, Dental, Vision, & 401k Benefits will be discussed with you by your recruiter during the hiring process.

PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.

Our employee benefits programs are designed to support the health and well‑being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.