Customer Service Specialist III

at H B FULLER CO. in Aurora, Illinois, United States

Job Description

As the largest pureplay adhesives company in the world, H.B. Fuller's (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2023 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,000 global team members who collaborate with customers across more than 30 market segments in over 140countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets.

Customer Service Specialist III
Aurora, IL - Hybrid
1st shift

Position Overview
The Customer Service Specialist reports to the Customer Service Supervisor and has account management responsibilities, and is the single-point-of-contact for his/her assigned customers (either by geography and/or customer channel), to ensure customer satisfaction is achieved; and assist in achieving the company's set goals for revenue, profit, receivables, on-time and fill-rate, quality and safety. In addition this position is expected to identify opportunities to reduce cost, improve efficiency, quality and maintain a team environment.

Primary Responsibilities
This individual will be the front line to customers and will work with both internal and external customers, primarily over the phone and via email. Portraying a positive, professional, friendly and helpful company image is critical. This position has a variety of responsibilities required to manage their assigned customer's needs and expectations including, but not limited to:

CUSTOMER MANAGEMENT
Single-Point-of-Contact to customer. Ensure your customer's needs and expectations are met. Follow through with requests to completion.
Contact customers who haven't purchased within 3 months to understand why and take necessary actions to drive future ordering.
New customer orientation
Conduct introduction and provide welcome packet
Follow-up after first order making sure their first transaction with us was highly satisfactory to them.

ORDER MANAGEMENT
Ensure orders are entered on-time, entered with 98.5% accuracy and shipped on-time.
Review orders daily, and maintenance as needed. Orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc.
Review orders daily to ensure we ship by the Ship Date, and orders are scheduled according to any weight requirements or specifications. Items in stock should be expedited through best possible means from one of our warehouses. Items that are out of stock should be prioritized/expedited through SI&OP, and customer contacted to advise them of estimated ship date. Orders on credit hold should be reviewed with the Credit department for release. Contact the customer to advise when orders cannot be released due to payment issues. Ensure there are no open orders for nonsaleable items and rush orders are processed properly.
Process Change Order Notices within 1 hour of receipt.
First attempt to resolve order discrepancies should be done same day order is entered. Daily verbal follow-up required until discrepancy is resolved.
Process EDI orders and related documents for participating customers. Maintain EDI set-up data in SAP and ensure your customers have the correct information required to transmit transactions accurately.

PRICING
Maintain pricing, entered with 98.5% accuracy and work closely with Commercial team and Pricing.

CUSTOMER MASTER
Create new customers and maintain existing. Ensure customer's address information, contacts, terms, shipping requirements, regions, salespeople, products., are entered and maintained accurately in SAP and Salesforce. Modify as necessary based on information provided by the customer, Sales and/or the Credit department.

INQUIRIES
Respond to inquiries received by internal and external customers within 4 hours or by end of day, whichever is sooner.

MARKETING
Assist in executing new or changes to existing Sales and Marketing programs through our customers, Sales, and Operations. Coordinate with our customers to ensure that their systems are properly set-up with all our necessary vendor information and program specifications.

SERVICE, COMMUNICATION & TEAMWORK
Assist others in the department as needed to ensure work is completed on-time.
Improve service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer's needs, new products, stock availability and the production plan.
Actively participate on teams. Contributing skills and appropriate knowledge to drive to... For full info follow application link.

H.B. Fuller is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.