Customer Service Agent

H.B. Fuller is hiring a Customer Service Agent to join their leading global adhesives provider team. Focused on perfecting adhesives, sealants, and other specialty chemicals across all industries worldwide, H.B. Fuller plays a vital role in ensuring the quality of modern life and is committed to connecting what matters to solve some of the world’s biggest adhesion challenges.

Primary Duties:

• – Manage all aspects of the order cycle for the defined customer area/portfolio (entry, maintenance, confirmation, follow-up) to ensure customer satisfaction and hassle-free interface
• – Handle all customer interactions professionally and coordinate final customer responses
• – Communicate with customers regarding any changes that might affect their orders
• – Perform SAP administration tasks: update customer master, CoA, resolve invoice queries, handle customer complaints, etc.
• – Liaise regularly with Finance, Logistics, Supply Chain, and Sales to ensure on-time, in-full (OTIF) delivery to customers
• – Work proactively to achieve all local SHE (Safety, Health, and Environmental) objectives while complying with regulations
• – Control consignment stocks, where appropriate
• – Complete customer portals, where appropriate
• – Build and improve lasting relationships with customers through knowledgeable communication
• – Exercise ownership in performance of duties, seek problem resolutions using appropriate resources in a timely and cost-effective manner
• – Understand and include customer requirements in all operational plans and activities
• – Provide effective follow-up and feedback to ensure customer requirements are met
• – Ensure customer and community service standards are considered in all operational activities
• – Document and initiate dispute resolution processes as appropriate to ensure customer satisfaction, engaging sales or customer service management for assistance
• – Monitor and enforce material allocations with customers while maintaining positive customer relations
• – Receive coaching and training from the Customer Service Supervisor and/or senior colleagues to effectively manage work situations of moderate complexity, which could impact company image and/or sales dollars and cost

Minimum Requirements:

• – 2+ years of experience
• – High school degree; commercial school education
• – Fluency in written and spoken English and at least one other major language
• – Either fluent in English and one of the major languages (Chinese, Spanish, German, Dutch, Greek, Turkish, French, etc.) OR at least 2 years of experience in customer support or customer service activities with a regional scope
• – The Customer Service Agent reports to a Customer Service Supervisor and will perform tasks under their guidance while being trained and gaining business acumen

General Requirements:

• – Strong computer competency with high MS Office suite proficiency
• – Customer orientation and ability to adapt/respond to different types of personalities
• – Excellent communication and presentation skills
• – Ability to multi-task, prioritize, and manage time effectively to meet customer demands and deadlines
• – Strong problem-solving skills

H.B. Fuller is an Equal Employment Opportunity employer and has created a collaborative culture where employees worldwide are seen, heard, and respected. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, marital status, protected veteran status, or any other legally protected classification.