Customer Service Agent I NA

H.B. Fuller is a leading global adhesives provider focusing on perfecting adhesives and sealants across all industries throughout the world. While our products are virtually invisible, they play a vital role in ensuring the quality of modern life and we are committed to connecting what matters to solve some of the world's biggest adhesion challenges.

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 Customer Service Specialist I reports to the NA Customer Service Supervisor and acts as the single point of contact for their assigned customers.  The individual will ensure customer satisfaction is achieved; and assists the company in meeting its set goals for revenue, profit, receivables, on-time and fill rate, quality and safety.

Primary Responsibilities

75% - Customer Account Management

• For the defined customer area/portfolio, manage all aspects of order cycle, such as Entry, Maintenance, Confirmation, Follow-up to ensure customer satisfaction and hassle free interface with customers.

• Beginning to build lasting relationships with customers through knowledgeable communication and meeting requirement for proactive calls to ensure service expectations are met.

• Ensure domestic orders are entered on-time and review daily.

• Manage all aspects of order cycle including any troubleshooting to ensure customer satisfaction and hassle free interface. (I.e. orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc.).

• Perform all functions of job position using various computer applications and channels of communication.

• Effectively manage work situation of basic degree of complexity, which could impact company image and/or sales dollars and cost.

• Document and initiate dispute resolution process as appropriate to ensure customer satisfaction.  Engage sales where necessary using independent judgment.

• Handle assigned projects in addition to daily tasks independently

• Liaise regularly with other functions such as Credit, Logistics, Supply chain, Operations & Sales, to ensure shipped in full and on time (SIFOT) delivery to our customers.

• Coordination with supervisors to authorize additional expenditures when appropriate to ensure service delivery and customer satisfaction levels are maintained.

​25% - Service, Communication and Teamwork

• Improving 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, product availability and the production plans.

• Meeting phone coverage requirements to provide world class customer service.

• Actively participating on teams by contributing skills and appropriate knowledge to continually achieve better solutions and results.

• Knowledge and compliance to all pertinent processes, policies and standards, both departmental and company-wide, needed to perform your primary responsibilities.

Minimum Requirements

• Bachelor’s degree preferred or combination of related years of college and/or 1 year of customer service/sales experience.

• Basic PC skills; include Microsoft Office suite, and ERP systems.

• Individuals in the position must be results orientated, organized, able  to multi-task, work in a fast paced  team environment and possess a strong customer-focused attitude: highly personable, accurate, relates well with people, service oriented, and a positive attitude.

• Action oriented and high energy to work in a challenging, changing and flexible environment.

• Ability to prioritize and manage workload to meet customer demands and deadlines.

• Strong communication skills; written, telephone, speaking, reading and listening

• Effective problem solving skills and ability to make decisions independently.

Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location.

The salary for this role is $52,000/yr.

In addition to your salary, H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays. Eligibility may vary.

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where em