We at H.B. Fuller embrace a shared set of beliefs and competencies that direct the way we operate and express our fundamental principles about how we will achieve success.
We strive to hire talent that demonstrates our beliefs and our competencies.
The role of the Customer Service agent is to act as single point of contact for customers for their assigned customer portfolio and ensure all day to day customer related activities are dealt with in a courteous, accurate & timely
manner, adhering to current business standards. In addition the Customer Service Representative will maintain and increase customer loyalty, by building relationships and work closely with the Commercial team to improve communications and resolve issues.
Processing of Customer orders from creation to invoicing, including customer negotiations; resolving credit blocks, stock issues, & invoice disputes;
Professional handling of all Customer interaction and coordination of final customer response;
Liaise regularly with other functions such as Finance, Logistics, SC, & Sales, to ensure OTIF delivery to our customers;
Professional handling of all customer enquiries;
Control of consignment stocks, where appropriate;
Completion of customer portals, where appropriate;
Support continuous improvement initiatives;
Timely recording of customer complaints in SAP or Prism;
Back up for team members when absent, and ensure phone permanence in the department;
Provide pro-active information to customer : order status, shutdowns etc;
SAP or Prism administration : update customer master, CoA, invoice query resolutions etc;
Work proactively to ensure all local SHE objectives are achieved, whilst working in compliance with SHE regulations;
Seeks to understand and include customer requirements in all operational plans and activities;
Ensures effective follow up, responsiveness and feedback to ensure customer requirements are being met;
Ensures customer and community service standards are taken into account in all operational activities.