Customer Service Representative

Job Description:

THE COMPANY

Axalta Coating Systems Ltd. ("Axalta," or the "Company"), is a leading global manufacturer, marketer and distributor of high-performance coatings systems.  With over a 150-year heritage in the coatings industry, Axalta is known for manufacturing high-quality products with well-recognized brands supported by market-leading technology and customer service.

Over the course of the Company's history, Axalta has remained at the forefront of the industry by continually developing innovative coatings technologies designed to enhance the performance and appearance of customer's products, while improving the customer's productivity and profitability. Axalta's diverse global footprint of 50 manufacturing facilities, four technology centers, 47 customer training centers and more than 14,000 team members allows the Company to meet the needs of customers in over 130 countries. Axalta serves its customer base through an extensive sales force and technical support organization, as well as through approximately 4,000 independents, locally based distributors. The Company's scale and strong local presence are critical to its success, allowing leverage of the technology portfolio and customer relationships globally while meeting customer demands locally.

Axalta operates its business in two operating segments: Performance Coatings and Transportation Coatings, serving four end markets, including:  Refinish, Industrial, Light Vehicle and Commercial Vehicle, across the following four regions: North America, EMEA, Latin America and Asia-Pacific.

For more information, please visit our website www.axalta.com or follow us on Twitter @axalta and on LinkedIn.

Work Location:  Houston, TX

Reports to:  CRM & Customer Service Manager

POSITION SUMMARY

The Customer Service Representative interacts with internal and external customers primarily by email and telephone to provide information, respond to inquiries and resolve customer concerns and complaints about Axalta’s products.  Incumbent takes ownership of customer inquiries and problems must understand product lines, and be able to efficiently use all Customer Relationship Management (CRM) technology to process orders and maintain customer account information.

RESPONSIBILITIES

• Opens and accurately maintains customer accounts by recording and updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up, when necessary to ensure resolution.
• Process accurate order entry
• Maintain customer service ACD targets.
• Establishes and maintains customer relationships with key assigned accounts.
• Ensures accuracy of order entry
• Follows up with order patterns, inventory, demand and product schedules focusing on attention to detail.
• Demonstrates an elevated level of account ownership.
• Partners with sales representatives to ensure the service and customer requirements are understood and implemented in line with customers’ expectations.
• Monitors day to day open/back-order reports of each account within a portfolio
• Works to understand product schedule for Liquid and Powder Coatings manufacturing sites.
• Working understanding of color matching
• Routes calls to appropriate department if not able to answer customer’s inquiry.
• Utilizes SalesForce.com to capture complaint entries, price requests, call reports and conducts informational searches.
• Participates in department training and process improvements, to enhance customer service levels.
• Performs all special tasks as assigned by the CRM and Customer Service Manager

QUALIFICATIONS

• High school diploma and at least two years of telephone customer service-related experience and/or training; bachelor’s degree preferred
• Business to business customer service experience in a call center environment preferred.
• Excellent communication skills (verbally and written) 
• Highly organized with exceptional follow-up skills
• Strong attention to detail while having a sense of urgency for completing assignments.
• Excellent client relationship and rapport-building skills
• Must have demonstrated experience working as a team player in a collaborative environment.
• Experience using Microsoft Word, Excel, Windows; SAP experience preferred.

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