Customer Service Representative

Polyone Corporation Avon Lake , OH 44012

Posted 4 weeks ago

PolyOne Corporation (NYSE: POL), is an award winning workplace because of the value we place on our people and their contributions through recognition programs, competitive pay, community involvement, and opportunities to grow professionally and personally. We have a proven track record of promoting from within by providing professional development opportunities. We are a 3.4 billion-dollar world class global provider of polymer solutions with our materials used in products ranging from the colors in sports equipment to the polymers in the latest automobiles. With more than 7,600 global associates and 80+ facilities around the world, we outperform our competitors with our innovative products and services. If you like to be challenged in a fast-paced, team environment and collaborate with top, innovative talent, then PolyOne is the ideal company for you to build a career.

General Summary

The Customer Service Representative is the primary point of contact for the 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. As representatives of PolyOne Corporation, individuals in this position are required to follow and communicate PolyOne business practices to customers and demonstrate the PolyOne Code of Conduct, ethics and values on a daily basis. PolyOne and customer information must be kept appropriately confidential.

Essential Duties & Responsibilities

  • 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

Education and Experience

In addition to the PolyOne Competencies required for all jobs, the following qualifications are required for this job:

  • High School Diploma or GED and 2+ years of experience required in a customer facing B2B environment

  • ERP experience, SAP preferred

  • Excellent working knowledge of various computer software applications (i.e., Microsoft Office applications)

  • Excellent verbal and written communication skills

  • Excellent interpersonal skills; must be able to interface effectively at all levels of the organization

  • Effective listening skills

  • Conflict resolution skills

  • Strong organization skills and proven ability to manage multiple priorities and tasks

  • Results oriented

  • Effective analytical and problem solving skills

  • Strong team player

  • Personal ethics and integrity

We offer a competitive salary, incentive and benefit plan to eligible employees. Benefits include medical, dental, vision, life insurance, disability, spending accounts and 401(k). #LI-KD1


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Customer Service Representative

Polyone Corporation