Customer Support Specialist

Axalta; Glen Mills (MA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

Axalta is seeking a CX Support Specialist at our Glen Mills, PA facility. You will manage customer orders, respond to inquiries, and coordinate with Sales and Supply Chain to ensure timely delivery and resolution.

The role emphasizes accurate order execution, proactive communication, and collaboration with internal teams to deliver an exceptional customer experience.

Qualifications

• 1–2 years of customer service or account management experience.
• Strong organizational skills with attention to detail and accuracy.
• Ability to manage multiple priorities and deadlines.
• Excellent written and verbal communication.

Responsibilities

• Manage order entry, monitoring, and delivery follow-up for assigned accounts.
• Resolve customer cases and inquiries accurately and within established service level agreements.
• Maintain accurate records in CRM and ERP systems, including Salesforce, SAP, Salesforce Service Cloud Voice, and Email-to-Case.
• Monitor open orders and case activity, ensuring timely updates and closure.
• Follow established processes and identify opportunities for continuous improvement.
• Proactively identify and resolve order or delivery issues before they escalate.
• Build strong relationships with assigned accounts and serve as a reliable point of contact.
• Partner with Sales, Supply Chain, and other internal stakeholders to resolve customer issues and align on priorities.
• Capture recurring customer feedback and communicate trends that may indicate process or system improvement opportunities.
• Support Voice of the Customer (VoC) and continuous improvement initiatives.
• Communicate professionally with customers and internal partners.
• Participate in team and cross-functional meetings.
• Develop knowledge of assigned customers, products, and systems.
• Share best practices and support adoption of new systems and processes.

Skills

Customer service

Account management

Communication

Time management

Tools

Salesforce

SAP

Job description

Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers’ products whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals and add dimension and beauty with colorful finishes. We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles.

We are currently looking for a CX Support Specialist to join us at our facility in Glen Mills, PA.

The CX Support Specialist manages customer orders and service inquiries from entry through delivery and resolution across an assigned portfolio of accounts. This role is responsible for ensuring accurate order execution, timely issue resolution, and proactive customer communication while partnering with internal teams to deliver an exceptional customer experience.

Key Responsibilities

• Manage order entry, monitoring, and delivery follow-up for assigned accounts.
• Resolve customer cases and inquiries accurately and within established service level agreements.
• Maintain accurate records in CRM and ERP systems, including Salesforce, SAP, Salesforce Service Cloud Voice, and Email-to-Case.
• Monitor open orders and case activity, ensuring timely updates and closure.
• Follow established processes and identify opportunities for continuous improvement.
• Proactively identify and resolve order or delivery issues before they escal.
• Build strong relationships with assigned accounts and serve as a reliable point of contact.
• Partner with Sales, Supply Chain, and other internal stakeholders to resolve customer issues and align on priorities.
• Capture recurring customer feedback and communicate trends that may indicate process or system improvement opportunities.
• Support Voice of the Customer (VoC) and continuous improvement initiatives.
• Communicate professionally with customers and internal partners.
• Participate in team and cross-functional meetings.
• Develop knowledge of assigned customers, products, and systems.
• Share best practices and support adoption of new systems and processes.

Minimum Requirements

• 1-2 years of customer service or account management experience.
• Strong organizational skills with attention to detail and accuracy.
• Proven ability to manage multiple priorities and deadlines.
• Excellent written and verbal communication skills.
• Ability to work effectively in a collaborative team environment.

Preferred Skills

• Experience supporting B2B customers in manufacturing, distribution, or industrial environments.
• Experience with CRM and ERP systems, including Salesforce and SAP.
• Strong problem-solving and analytical skills.
• Ability to identify trends and recommend process improvements.
• Experience collaborating across Sales, Supply Chain, and Operations functions.

Our Company:

Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers’ products – whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals – and add dimension and beauty with colorful finishes. We have a vast and ever-evolving portfolio of brands primed to play an important part in everything from modernizing infrastructure around the world to enabling the next generation of electric and autonomous vehicles.

Axalta operates its business in two segments: Performance Coatings and Mobility Coatings, which serve four end markets, including Refinish, Industrial, Light Vehicle and Commercial Vehicle, across North America, EMEA, Latin America and Asia-Pacific. Our diverse global footprint allows us to deliver solutions in over 140+ countries and coat 30 million vehicles per year. We’ve recently set an exciting 2040 carbon neutrality goal, in addition to 10 other sustainability initiatives, and we take pride in working with our customers to optimize their businesses and achieve their goals.

Axalta may use technology-assisted tools, including artificial intelligence (AI), to support certain aspects of the recruitment and selection process. These tools may be used to help manage applications, identify job-related qualifications, and assist recruiter review. All hiring decisions involve human oversight and review.

5 - Administrative Support Workers (EEO-1 Job Categories-United States of America)

We consider an individual’s qualifications, skillset, and experience to determine final salary. This role is eligible for benefits such as health insurance and paid time off. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.