FMC Corporation Philadelphia , PA 19107
Posted 7 days ago
As a member of the Customer Service Team, the Integrated Account Specialist (Customer Service Representative) leverages a close strategic alliance with outside sales professionals to support key distributor relationships in the specialty non-crop markets. The successful candidate will serve as the direct FMC purchase point of contact for our distribution channel partners; processing purchase orders, communicating product availability, providing shipping and tracking information, ensuring accuracy from order to invoice, addressing challenges, and serving as the internal voice of the customer.
The Global Specialty Solution Integrated Account Team provides all order management and fulfillment services for our Global Specialty Solutions and Tech Sales businesses. The Integrated Account Specialist will balance demands across these businesses to effectively, and accurately process a variety of transactions that will support the needs of the customer, and outside sales and tech services teams.
Responsibilities:
Provide world-class customer service through responsive and accurate order management for external and internal customers
Process sales orders accurately, and timely with delivery creation in compliance with customers' requests
Communicate order status and product-related challenges that arise internally and externally, per the Customer Service Account Management guidelines
Investigate customer inquiries for credits, debits, returns with swift resolution in accordance with Customer Service Account Management process and guidelines
Coordinate all communications regarding order fulfillment with Customer Service Manager, and the Account Manager to provide customer with a view that is transparent and consistently aligned
Coordinate with customer contacts and the GSS Account Manager to maintain accurate customer profile
Provide accurate documentation as requested by customer: Certificate of Analysis, POD, tracking, and invoice
Execute daily Open Order Report to ensure orders are scheduled for delivery with timely dispatch to customers
Resolve EDI errors on assigned accounts for successful order creation
Prepare and dispatch customer open order reports as needed
Participate in UAT testing for system update/upgrade where necessary
Process customer complaints into designated complaint system within 24 hours of receipt with timely updates to customers on progress/resolution
Required Education:
High school diploma or equivalency required
Associate or bachelor's degree preferred
Spanish bilingual preferred
Qualifications:
Knowledge in customer order entry/fulfillment or supply chain process environment required
Experience with Microsoft Dynamics 365 and/or SAP Sales & Distribution/Order Management required
Acute critical thinking skills to probe challenging customer inquiries with accurate resolution required
Effective time-management skills to prioritize multiple activities, and follow through to completion
Proficiency in MS Word, MS Excel, and high-level email etiquette required
Effective written and oral communication skills to liaise with customers at varying levels
Robust attention to details and demonstrative organizational skills
Technical problem-solving and analytical skills
Skilled at conflict resolution with the ability to tactfully handle challenging customer concerns
Knowledge of basic accounting principles
Must be able to work flexible hours and overtime as required to meet business demands
Experience in business-to-business customer service a plus
At FMC, diversity and inclusion are in our DNA. We are proud to be an Equal Opportunity Employer with a commitment to creating an inclusive workplace where all employees can thrive - regardless of race, gender, sex, pregnancy, gender identity and/or expression, sexual orientation, national origin or ancestry, citizenship status, color, age, religion or religious creed, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other basis protected by federal, state or local law. FMC also supports employee participation in company employee resource groups that celebrate the diverse backgrounds of our workforce by providing communities for employees to connect with each other and raise awareness throughout FMC.
FMC complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Talent Acquisition department.
Please enable JavaScript
Screen readers cannot read the following searchable map.
Follow this link to reach our Job Search page to search for available jobs in a more accessible format.
FMC Corporation