Customer Support Specialist

Axalta-Coating-Systems; Glen Mills (Delaware County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

Axalta-Coating-Systems is seeking a Customer Service Representative to manage the full order-to-delivery process for assigned accounts, ensuring accurate order entry and proactive problem solving. You will serve as the main contact for accounts and collaborate with Sales, Supply Chain, and Operations to resolve issues quickly.

You will identify opportunities, communicate trends, and maintain CRM/SAP data to support exceptional customer service and operational efficiency.

Qualifications

• 2+ years of customer service or account management experience.
• Strong organizational skills with attention to detail and accuracy.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to work effectively with cross-functional teams.

Responsibilities

• Manage all aspects of customer accounts, including order entry, monitoring, delivery follow-up, and post-sale support.
• Serve as the primary point of contact for assigned accounts, building strong customer relationships and providing exceptional service.
• Proactively identify and resolve order, delivery, and service issues before they impact the customer.
• Ensure orders are completed accurately, on time, and in full.
• Anticipate customer ordering patterns and support proactive order management.
• Partner with Sales to provide account insights, order trends, customer history, and product availability information.
• Identify potential account opportunities and communicate relevant information to Sales teams.
• Ensure seamless communication and coordination between Sales and Customer Service teams.
• Capture customer feedback and recurring issues and communicate trends to appropriate stakeholders.
• Support Voice of the Customer (VoC) and continuous improvement initiatives.
• Collaborate with Sales, Supply Chain, Operations, and other internal teams to address customer needs and resolve escalations.
• Participate in team meetings and cross-functional discussions related to customer service performance and operational changes.
• Maintain accurate customer, order, and case information within CRM and ERP systems, including Salesforce, SAP, and Email-to-Case.
• Monitor open orders and customer cases to ensure timely follow-up and resolution.
• Utilize data and performance metrics to support service excellence and customer satisfaction.
• Follow established processes while identifying opportunities to improve efficiency and effectiveness.
• Develop knowledge of assigned customers, products, and internal systems.
• Share best practices and support adoption of new systems, tools, and processes.

Skills

Customer service

Account management

Strong communication

Organizational skills

Cross-functional teamwork

Tools

Salesforce

SAP

Job description

Summary

The Customer Service Representative (CSR) is responsible for managing customer relationships and owning the full order-to-delivery process for assigned accounts. This role combines accurate order management, proactive problem solving, and cross-functional collaboration to deliver an exceptional customer experience. The CSR serves as a key partner to customers, Sales, Supply Chain, and Operations teams by ensuring orders are executed effectively, issues are resolved promptly, and customer needs are anticipated and addressed.

Key Responsibilities

• Manage all aspects of customer accounts, including order entry, monitoring, delivery follow-up, and post-sale support.
• Serve as the primary point of contact for assigned accounts, building strong customer relationships and providing exceptional service.
• Proactively identify and resolve order, delivery, and service issues before they impact the customer.
• Ensure orders are completed accurately, on time, and in full.
• Anticipate customer ordering patterns and support proactive order management.
• Partner with Sales to provide account insights, order trends, customer history, and product availability information.
• Identify potential account opportunities and communicate relevant information to Sales teams.
• Ensure seamless communication and coordination between Sales and Customer Service teams.
• Capture customer feedback and recurring issues and communicate trends to appropriate stakeholders.
• Support Voice of the Customer (VoC) and continuous improvement initiatives.
• Collaborate with Sales, Supply Chain, Operations, and other internal teams to address customer needs and resolve escalations.
• Participate in team meetings and cross-functional discussions related to customer service performance and operational changes.
• Maintain accurate customer, order, and case information within CRM and ERP systems, including Salesforce, SAP, and Email-to-Case.
• Monitor open orders and customer cases to ensure timely follow-up and resolution.
• Utilize data and performance metrics to support service excellence and customer satisfaction.
• Follow established processes while identifying opportunities to improve efficiency and effectiveness.
• Develop knowledge of assigned customers, products, and internal systems.
• Share best practices and support adoption of new systems, tools, and processes.

Minimum Requirements

• 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 in a fast-paced environment.
• Excellent written, verbal, and interpersonal communication skills.
• Strong problem-solving skills and customer-focused mindset.
• Ability to work effectively with cross-functional teams.

Preferred Skills

• Experience supporting B2B customers in manufacturing, industrial, or distribution environments.
• Experience with CRM and ERP systems, including Salesforce and SAP.
• Understanding of order management and customer service processes.
• Ability to analyze trends and identify process improvement opportunities.
• Experience working closely with Sales, Supply Chain, and Operations teams.
• Commercial awareness and the ability to recognize opportunities that support customer and business growth.

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.

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.

• This role is eligible for benefits such as health insurance and paid time off.

Company Overview

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 Refine, 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 is a global coatings company focused on providing customers with innovative, colorful and sustainable solutions. With more than 150 years of experience in the coatings industry, Axalta continues to find ways to serve more than 100,000 customers with the finest coatings, application systems and technology.