Customer Account Representative Job

Arkema is seeking a Customer Account Representative to join our Hydrogen Peroxide Business Unit. This role is critical in managing the Sales Order Management process, ensuring customer satisfaction, supporting revenue streams, and maintaining seamless collaboration across multiple departments. This role be part of a customer service team of 4, interfacing with two plants and seven terminal locations, while working closely with Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments.

Key Responsibilities

• Order Management

Manage a portfolio of customers across one or multiple markets. Process approximately 2,000+ orders annually, ensuring timely acknowledgment. Execute quote-to-cash responsibilities including order entry, customer master settings, and automated outputs. Monitor orders for on-time delivery, renegotiate dates when necessary, and manage backorders. Maintain vendor-managed inventory levels and ensure accurate customer master data. Collaborate with plants and terminals to resolve supply chain challenges.

• Issue Resolution

Resolve crisis situations during and after business hours while maintaining strong customer relationships. Participate in after-hours phone rotation. Enter and close complaints in BU systems, assign investigations, and manage resolution. Investigate and resolve residuals and credit issues, process adjustments within authorized limits. Recommend and initiate process improvements.

• Training

Participate in required product, process, and compliance training. Maintain ISO training records and contribute to ISO 9001 certification activities. Review and recommend updates to ISO procedures.

• Additional Activities

Support sales and distribution processes including inside sales, import/export, collections, forecasting, and reporting. Attend supply chain and plant meetings to understand changes impacting product delivery and communicate updates to the team.

Qualifications

• 1-3 years of experience with bachelor’s degree or, 4+ years of relevant customer service experience without bachelor’s degree
• Bachelor’s Degree with Emphasis in Business, Supply Chain or equivalent relevant customer service experience.

Competencies

Customer Confidence & Relationship Management

• Demonstrates the ability to quickly gain the trust and confidence of peers, staff, and customers.
• Maintains ongoing relationships with assigned customers and sales staff.
• Consistently meets expectations for quality order management and customer satisfaction.

Communication Skills

• Communicates effectively both verbally and in writing.
• Identifies, with minimal supervisor involvement, the most appropriate communication methods for various customer and internal team scenarios.
• Proactively listens, seeks to understand, and responds to requests from customers, business personnel, and staff departments.

Technical Knowledge

• Possesses working knowledge of SAP/ERP master data, including the SAP order process, inventory management, and key fields required for accurate results.
• Understands Available-to-Promise (ATP), transportation settings, and related processes.
• Maintains strong knowledge of customers and products.

Decision-Making & Problem-Solving

• Exercises sound judgment independently on general tasks, evaluating the impact of decisions on both customers and the organization.
• Recommends process improvements to address service issues related to customers or business operations.