H.B. Fuller’s Engineering Adhesives segment develops adhesive solutions for the automotive and aerospace, wood and composite, electronics and energy, glass, durable assembly, and bus, truck, rail and recreational vehicle industries. As these dynamic markets continue to change, and consumers demand lighter, safer, greener and more reliable products, we partner with our customers to deliver highly engineered solutions.
Customer Service Agent – South Bend
Primary Duties
For the defined customer area/portfolio, manage all aspects of order cycle, such as entry, maintenance, confirmation, and follow-up to ensure customer satisfaction and smooth interface with customers
Handle in a professional manner all customer interaction and coordinate the final customer response
Communicate with customers when there are changes that might affect their order
SAP administration: update in a timely manner customer master, CoA, invoice query resolutions, customer complaints
Liaise regularly with other functions such as Finance, Logistics, SC, & Sales, to ensure OTIF delivery to customers
Work proactively to ensure all local SHE objectives are achieved, why working in compliance with SHE regulations
Control of consignment stocks, and completion of customer portals, where appropriate
Build and improve on lasting relationship with customers through knowledgeable communication
Exercise ownership in performance of duties and seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to company
Seek to understand and include customer requirements in all operational plans and activities
Provide effective follow up and feedback to ensure customer requirements are being met
Ensure customer and community service standards are considered in all operational activities
Document and initiate dispute resolution process as appropriate to ensure customer satisfaction and engage sales or customer service management for assistance
Monitor and enforce material allocations with customer while maintaining positive customer relations
Coached and trained, by Customer Service Supervisor and/or senior colleagues, to effectively manage work situations of moderate degree of complexity, which could impact company image and/or sales dollars and cost
Required Qualifications
High school degree or GED
Fluency in written and spoken English and/or at least one other major language – Chinese, Spanish, German, Dutch, French, Turkish, Greek, French
Strong computer competency with high MS Office suite proficiency
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively meet customer demands and deadlines
Strong problem-solving skills
Employees are eligible for full benefits, including medical, dental, insurance, 401k contribution, paid time off and paid holidays. This position may also qualify for medical reimbursement depending on the employee’s annual base salary. If qualified, H.B. Fuller will pay up to 100% of the employee’s medical premium. All employees also qualify for an annual cash bonus, based on business performance. Annual raises are rewarded based on company and individual performance.
To all recruitment agencies: H.B. Fuller does not accept agency resumes unless directly engaged by Human Resources. Please do not forward any resumes to Human Resources or any employees. H.B. Fuller is not responsible for any fees related to unsolicited resumes.
At H.B. Fuller, we are proud to be an Equal Opportunity Employer and are committed to providing all applicants and employees with equal employment opportunity. We subscribe to the Office of Federal Contract Compliance Programs (OFCCP) policy of employing and promoting individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, marital status, citizenship status, or any other protected classification.
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