Account Specialist Job in Cary 27511, North Carolina US
A global chemical company and France's leading chemicals producer, Arkema is building the future of the chemical industry every day. Deploying a responsible, innovation-based approach, we produce state-of-the-art specialty chemicals that provide customers with practical solutions to such challenges as climate change, access to drinking water, the future of energy, fossil fuel preservation and the need for lighter materials. With operations in more than 40 countries, 14,000 employees, 80 production facilities and 8 research centers, Arkema generated annual revenue of 5.9 billion and holds leadership positions in all its markets with a portfolio of internationally recognized brands. In North America, Arkema Inc., a subsidiary of Arkema is headquartered in King of Prussia, PA. Arkema Inc. employs 2,400 people and operates 32 facilities in the US, Canada, Mexico and Brazil. The world is our inspiration.
- Manage customer orders from placement to invoicing through multiple channels, including phone, fax, EDI, VMI, E-Mail, and websites to ensure 100% customer satisfaction.
- Work with Demand Management to satisfy customers required delivery dates.
- Manage customer expectations by clearly communicating our commitments (e.g. delivery dates or problem resolution), and keeping customers informed of status of orders, issues, etc.
- Negotiate optimal mode of transportation through interaction with Logistics.
- Resolve crisis situations during and after hours of operation while not jeopardizing customer relationships.
- Ensure customer satisfaction by routinely communicating order status details to customers.
- Document/coordinate customer complaint handling to identify root cause and effect the appropriate corrective/preventative action(s).
- Obtain customer specific requirements for developing and maintaining the master customer records. (messages, part numbers, customer specs., equipment needs)
- Review Accounts Receivable for accurate reconciliation and assist in collection efforts..
- Handle credit/debit/return adjustments.
- Investigate and resolve residuals on a timely basis.
- Provide high quality service through efficient use of all SAP functionalities related to order fulfillment and relative to customer activity.
- Enact all ISO procedures to provide consistent high quality service to customers.
- Quote list prices and/or special competitive pricing and/or provide discounts to customers as agreed by marketing and sales.
- Respond to and/or refer product and technical questions to appropriate channel.
- Share information with marketing and sales on customers and market conditions.
- Account Team Participation: Through active participation on customer account teams, the Customer Account Specialist (CAS) coordinates proactive improvement or resolution activity at assigned customer accounts. The CAS will recommend, help develop, and implement team solutions relative to customer sourcing opportunities, value-increasing service offerings, and delivery performance improvement. The CAS will anticipate customers' needs through on-going data analyses.
- Continuous Improvement: The CAS facilitates customer satisfaction and delivery performance as well as coordinates improvement via the Corrective Action Management process with other business resources and functions. The prevention and elimination of repeat defects, especially with order accuracy, transactional service standards, invoicing, and receivables, is crucial for the CAS.
- New Customers / Product Changes: The CAS will work closely with Marketing, Sales, and Supply Chain to ensure the Prepare To Do Business, order entry, and sales processes work effectively for new customers or customer product changes. These business changes require timely and thorough communications with the business functions and key customer contacts.
EDUCATION/EXPERIENCE REQUIRED:
- Degree in business, marketing, or technical discipline. Minimum 2 years of experience in customer service, logistics, inside sales or related functions, preferably with a manufacturing firm.
- High aptitude for marketing/sales strategies. Ability to understand and communicate a defined level of technical information.
- Strong written and oral communication skills. Ability to work in a team environment. Above average organizational and planning skills.
- PC proficiency required.
- Excellent interpersonal and relationship-building skills
- ISO, SAP R3, Excel, data reporting and Internet experience highly desirable.
An Equal Opportunity Employer.
