Overview
As the largest pureplay adhesive company in the world, H.B. Fuller's mission is to Connect What Matters. With 2024 revenue of $3.6billion and more than 7,500 global team members, we develop highly specified solutions that enable customers to bring world‐changing innovations to their end markets.
Responsibilities
* Manage all aspects of the order cycle for the defined customer area/portfolio, including Entry, Maintenance, Confirmation, and Follow‐up to ensure customer satisfaction and a hassle‐free interface.
* Handle all customer interactions professionally and coordinate the final customer response.
* Communicate with customers about changes that might affect their orders.
* Update SAP in a timely manner with customer master, CoA, invoice query resolutions, and customer complaints.
* Liaise regularly with Finance, Logistics, SC, and Sales to ensure OTIF delivery to customers.
* Work proactively to meet all local SHE objectives, complying with SHE regulations.
* Control consignment stocks, where appropriate.
* Complete customer portals, where appropriate.
* Build and improve lasting relationships with customers through knowledgeable communication.
* Exercise ownership of duties and seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to the company.
* Incorporate customer requirements into all operational plans and activities.
* Provide effective follow‐up and feedback to ensure customer requirements are being met.
* Document and initiate dispute resolution processes to ensure customer satisfaction, engaging sales or customer service management for assistance.
* Monitor and enforce material allocations with customers while maintaining positive relationships.
* Coached and trained by the Customer Service Supervisor and/or senior colleagues to manage work situations of moderate complexity that could impact the company image, sales dollars, and costs.
Minimum Requirements
* 4+ years of experience.
* High school degree; commercial school education.
* Fluency in written and spoken English and at least one other major language (e.g., Spanish, German, Dutch, Greek, Turkish, Chinese, French).
* Experience managing large accounts on a regional or global level.
* The role reports to a Customer Service Supervisor, operating under supervision while gaining business acumen.
General Requirements
* Strong computer competency with high proficiency in the MS Office suite.
* Customer orientation and ability to adapt/respond to different types of customers.
* Excellent communication and presentation skills.
* Ability to multi‐task, prioritize, and manage time effectively to meet customer demands and deadlines.
* Strong problem‐solving skills.
Equal Employment Opportunity Statement
H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, marital status, status as a protected veteran, or any other legally protected classification.
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