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Arkema · 1 day ago

Customer Account Representative Job

Radnor, PA

Full-time

Onsite

Entry, Mid Level

1+ years exp

Arkema is seeking a Customer Account Representative to join their Hydrogen Peroxide Business Unit. This role is critical in managing the Sales Order Management process, ensuring customer satisfaction, and supporting revenue streams while collaborating across multiple departments.

IndustrialManufacturingPlastics and Rubber Manufacturing

Responsibilities

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

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

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

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

Qualification

SAP/ERP master dataOrder ManagementCustomer Service ExperienceCommunication SkillsProblem-Solving

Required

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

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

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

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

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