Representative, Customer Service
Job Summary:
The Customer Service Representative is the primary point of contact for an assigned group of customer accounts. The purpose of the Customer Service function is to serve as the face to the customer in providing value added services that grow our business. Individuals in this position respond to and manage internal and external customer requests, orders, concerns, suggestions and complaints. Internally, the CSR interacts, gathers information, and coordinates related activities with sales staff, production planning, logistics, technical services and external vendors. The CSR must be aware of Lean Six Sigma principles and initiatives and must take responsibility and use sound judgement in decision making and problem solving. As representatives of Avient Corporation, individuals in this position are required to follow and communicate Avient business practices to customers and demonstrate the Avient Code of Conduct, ethics and values on a daily basis. Avient and customer information must be kept appropriately confidential. Work is done autonomously on a day-to-day basis and requires five years experience.
Essential Functions:
- Provides customer focused service to assigned accounts.
- Responds to and manage customer orders from order entry to delivery and invoicing.
- Understands and communicate the value of our products and services.
- Understands customers' products, services, business operations and needs.
- Communicates effectively over the phone and electronically.
- Uses a variety of systems to enter and complete transactions.
- Accomplishes work within set timeframes.
- Key inside contact for specific customer/seller base.
- Process incoming orders, confirm pricing and availability of product.
- Advise customers of order status.
- Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc.
- Timely and accurate administration of sales orders, customer complaints, material returns and credits.
- Answer price and availability questions.
- Respond to customer literature requests for MSDS, Certifications, etc.
- Follow all applicable ISO procedures.
- Use system reports and inquiries to drive activities that ensure superior customer service.
- Maintain customer service related information for customer accounts; customer notes, e-mail, phone, special instructions, etc.
- Process new customer/update requests.
- Provide market or account intelligence gained through customer contact.
- Participate in customer calls and visits with sellers.
- Proactive communication with product supply reps and shipping department of any order changes customer initiates.
- Work with seller and PSRs to reduce aged inventory.
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Competencies:
- Personal Skills - Stress Management
- Personal Skills - Attention to Detail
- Personal Skills - Self Motivated
- Personal Skills - Analytical Skills
- Personal Skills - Time/Priority Management
- Software Skills - Microsoft Outlook
- Software Skills - Microsoft Word
- Software Skills - Microsoft Excel
- Personal Skills - Ability to Multitask
- Software Skills - SAP
- Personal Skills - Work on a Team
- Personal Skills - Conflict Resolution Skills
- Leader of Self - Instills Trust
- Leader of Self - Action Oriented
- Leader of Self - Collaborates
- Leader of Self - Customer Focus
- Leader of Self - Situational Adaptability
- Leader of Self - Being Resilient
- Leader of Self - Demonstrates Self-Awareness
- Leader of Self - Communicates Effectively
Education and Experience:
- High School Diploma or GED
- Sales & Customer Service - Customer Service
Physical Demands:
The characteristics listed below are representative of the physical and environmental demands required by an individual to successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
- Requires standing and sitting for prolonged periods of time, talking and listening.
- Must be able to walk and use hands
Competencies:
Each position at Avient focuses on eight Core Competencies as a Leader of Self. Additionally, management positions focus on Leadership Competencies as a Leader of Others and/or a Leader of the Business. These competencies are designed to drive behavior that will ultimately help our associates excel at their current roles, while supporting individual and career development.
Environmental, Health, Safety, & Security (EHS&S) Requirements:
- Avient integrates EHS&S into all aspects of our operations. Each position at Avient is responsible for complying with all applicable EHS&S requirements. Additionally, employees and management are responsible for reporting all EHS&S incidents immediately to ensure we keep EHS&S a priority within the organization.
- Security includes physical security and cyber security.
Who We Are
Avient Corporation provides specialized and sustainable material solutions that transform customer challenges into opportunities, bringing new products to life for a better world. Examples include:
- Dyneema®, the world’s strongest fiber™, enables unmatched levels of performance and protection for end-use applications, including ballistic personal protection, marine and sustainable infrastructure and outdoor sports
- Unique technologies that improve the recyclability of products and enable recycled content to be incorporated, thus advancing a more circular economy
- Light-weighting solutions that replace heavier traditional materials like metal, glass and wood, which can improve fuel efficiency in all modes of transportation and reduce carbon footprint
- Sustainable infrastructure solutions that increase energy efficiency, renewable energy, natural resource conservation and fiber optic / 5G network accessibility
Avient employs approximately 10,000 associates and is certified ACC Responsible Care®, a founding member of the Alliance to End Plastic Waste and certified Great Place to Work®. For more information, visit www.avient.com.
Why Avient
Avient Corporation is a world-class sustainable organization built on innovation, collaboration, and employee development. We are committed to providing a supportive and dynamic work environment where our diverse associates can grow and succeed, as well positively impacting our planet and the communities we serve. Our Great Place to Work culture, values, and benefits make Avient an employer of choice for top talent.
At Avient, we believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based solely on a person’s qualifications, abilities, experience and performance.
Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state and local law.