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Account Specialist - Customer Service Representative Job


King of Prussia, PA, United States

Employment Type:  Regular
Category:  261207
Posting Date:  May 8, 2022



Position is responsible for quality sales order management, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc.  Primary focal point for the planning and scheduling of customer orders for the Odorants and Odorflex Service Business. This position works closely with the Odorants Marketing Manager, Pineville Operations Team, and Corporate Supply Chain to maintain the integrity of the order fulfillment process related to shipments throughout the US and Canada in Minibulk, Bulk, and Cylinders, and O-Scent & Mercaptan Assassin processing.





  • Order management includes key customers, with one or more supply chain models, or more complex order processes.
  • This position acts as the Point Person for all customer orders in the Odorants Business and communicates directly with customers to coordinate products, job timing, multiple drop locations and verify delivery requirements.  
  • Daily interface with tactical planning, logistics, and product management regarding product sourcing and product availability.
  • Communicates customer concerns regarding timing of deliveries, product quantities, etc., to Sales and Plant Ops.
  • Works with the team to develop contingency plans in preparation of resource-constrained periods.
  • Negotiates changes if needed with customer, OPS team, and other parties when conflicts in availability arise and assists in changes required for successful completion.
  • Coordinates and provides timely information to ensure SAP orders and other planning tools (Order Entry Portal, Fleet Schedule Tool, Google Doc, etc.) are always current and customer orders are in balance with shipping capabilities.
  • Knowledgeable in, and easily executes, SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice.   Proactively monitors orders, using SAP tools and custom reports, for on-time shipping, delivery, order process status and on time invoice creation.
  • Provides information on pricing, availability, and schedule information with a full understanding of product and packaging and delivery vehicle options. 
  • Quote, list pricing/special arrangements/discounts as agreed to by sales. Maintains or exceeds customer revenue and working capital targets.
  • Identifies areas of concern in the quote to cash process. Alerts customers of issues and recommends proper solutions throughout the quote to cash process.
  • Attends Tuesday/Friday Plant Sales Order Meetings; working closely with the Marketing Manager and the Plant to ensure customer demand needs are met.
  • Attends daily tailgate meetings with the Plant to ensure daily SC and customer needs are completed.


  • Resolves crisis situations during and after hours of operation easily managing customer relationships.  
  • Ensures resources are constantly being planned according to changing customer needs, and identify/resolve conflicts as they occur (e.g., Credit holds within lead time of truck loading, add-on's/changes to customer drops within lead time, etc.)
  • Dispute resolution on a daily basis across various topics such as, but not limited to, billing disputes, customer complaints, driver issues, and safety concerns.
  • Understands customer financials (residuals, credits/debits, and overdue invoices); investigates and resolves residuals on a timely basis, creates credit and adjustments within authorized limits, or requests approval when appropriate.
  • Tracks and documents in SAP the new OED Service Jobs to establish the best process to enter service jobs in SAP to maintain efficient records of job mobilizations, execution, and demobilization in support of the invoicing process.
  • Frequently recommends, initiates, identifies gaps, and suggests improvements.


  • Actively participate in all required training and in the appropriate time frame.  Maintain personal ISO training records.   Proactively assist team members with daily activities and training efforts.  Attend offered training to support development plan and strengthen skills.



  • Identify the need for new ISO procedures; create new procedures and amend existing procedures as needed. 
  • Perform additional business specific related activities as directed by Manager to support sales and distribution processes, which may include inside sales, import, export, collections, forecasting, Supply Chain, various report requests (Power BI, SAP BW, etc.).   
  • Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team. 
  • Share knowledge and propose use of custom SAP reports across the supply chain to provide accurate real time order information. 
  • Assist with process improvement for business specific activities internally and externally.




  • This role requires the ability to multi-task and to achieve results and meet customer requirements in an environment of shifting priorities. 
  • Requires the ability to work well with all levels of internal management as well as direct customer contact, plant operations/technical contacts (in-house and 3rd party) and interface with Carriers, Logistics, Credit, Accounts Receivable, Regulatory, and the Business Process Optimization team.
  • Many components of this job are time critical, particularly during job execution for “live” support to the customer.
  • Customer relationship management is an important component of the position, to work with customers through issues and ensure satisfactory completion of jobs.
  • Effective interaction with support groups (particularly HES, IT, and Logistics) requires sophisticated knowledge of systems and operating equipment, and the ability to communicate in these terms.
  • The breadth of professions and personalities engaged with requires sensitivity to varying needs and work styles.
  • Daily functions are conducted in accordance with Arkema, Inc. Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others). Supports the site HES policy and complies with all regulatory and internal requirements
  • Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)
  • Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents.
  • Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Arkema Code of Ethics/Conduct.




  • Bachelor’s Degree with Emphasis in Business, Engineering, Supply Chain or Logistics or equivalent relevant customer service experience.
  • 3 to 5 years experience with Bachelor's degree or 6+ years of relevant customer service experience without Bachelor's degree. 
  • Intermediate skills in Microsoft applications: Word, Excel and Power Point.  
  • Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills.
  • Customer Order processing in an enterprise system, SAP is strongly preferred.
  • Logistics experience a plus, but not required




  • Experienced Customer Service professional who consistently demonstrates skills to build a climate of trust and respect and uses experiences to quickly gain the confidence of others.  Easily navigates relationships and is very trustworthy.  Creates a relationship with customers, gains appropriate business knowledge and can offer solutions to issues within business specific limits. Typically sought out for information from the team, business, and customers regarding process questions and product delivery.  Consistently meets requirements for execution of quality order management and customer satisfaction.  Must be able to multi-task and work efficiently through more complex processes.   Consistently communicates effectively verbally and in writing and is able to identify and provide peer mentoring on best methods of communication to utilize in various customer and internal team scenarios. 
  • Strong knowledge of SAP/ERP Master Data, has demonstrated knowledge of the order process and key fields for expected results, Available to Promise (ATP), combined settings for transportation, etc.  Knowledgeable in customer delivery processes, such as vendor managed inventory, third party orders, inter-company orders, consignment, etc. Familiar with inventory, ATP checks, product lead-time and works with plant for product availability and marketing/sales on pricing.
  • Exercises good judgment more autonomously on all tasks by evaluating the impact of decisions on the customers and the organization. Seeks the counsel of Manager and others for more difficult or complex situations.  Has the ability to recommend processes to improve service to customers and or business/product delivery issues.  Internal candidates must possess strong knowledge of BU's business and technical knowledge / functional knowledge in the area of responsibility.  External candidates must be able to demonstrate career progression across order management disciplines within an ERP System (breadth, complexity, etc.). 
  • Arkema Inc. is a Chemical company and as such, all employees are expected to learn and champion Arkema’s safety culture, exhibit personal safety and as it pertains to this role, learn about products and execute daily work tasks to ensure product safety.  Attends required safety training and meetings, and actively contributes to upholding our safety culture by living our safety values. 


A designer of materials and innovative solutions, Arkema shapes materials and creates new uses that accelerate customer performance. Our balanced business portfolio spans high-performance materials, industrial specialties and coating solutions. Our globally recognized brands are ranked among the leaders in the markets we serve. Reporting annual sales of €8.8 billion ($10.4 billion USD) in 2018, we employ approximately 20,000 people worldwide and operate in close to 55 countries. We are committed to active engagement with all our stakeholders. Our research centers in North America, France and Asia concentrate on advances in bio-based products, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation.

Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence.

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