Customer Service Representative Job at Axalta Coating Systems
Job Description:
POSITION SUMMARY
The Customer Service Representative interacts with internal and external customers primarily by email and telephone to provide information, respond to inquiries and resolve customer concerns and complaints about Axalta’s products. Incumbent takes ownership of customer inquiries and problems, must understand product lines, and be able to efficiently use all Customer Relationship Management (CRM) technology to process orders and maintain customer account information.
RESPONSIBILITIES
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Opens and accurately maintains customer accounts by recording and updating account information
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Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up, when necessary to ensure resolution
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Process accurate order entry
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Maintain customer service ACD targets
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Establishes and maintains customer relationships with key assigned accounts
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Ensures accuracy of order entry
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Follows up with order patterns, inventory, demand and product schedules focusing on attention to detail
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Demonstrates an elevated level of account ownership
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Partners with sales representatives to ensure the service and customer requirements are understood and implemented in line with customers’ expectations
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Monitors day to day open/back-order reports of each account within a portfolio
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Works to understand product schedule for Liquid and Powder Coatings manufacturing sites
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Working understanding of color matching
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Routes calls to appropriate department if not able to answer customer’s inquiry.
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Utilizes SalesForce.com to capture complaint entries, price requests, call reports and conducts informational searches
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Participates in department training and process improvements, to enhance customer service levels
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Performs all special tasks as assigned by the CRM and Customer Service Manager
QUALIFICATIONS
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High school diploma and at least two years of telephone customer service-related experience and/or training; Bachelor’s degree preferred
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Business to business customer service experience in a call center environment preferred
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Excellent communication skills (verbally and written)
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Highly organized with exceptional follow-up skills
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Strong attention to detail while having a sense of urgency for completing assignments
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Excellent client relationship and rapport-building skills
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Must have demonstrated experience working as a team player in a collaborative environment
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Experience using Microsoft Word, Excel, Windows; SAP experience preferred
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.
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