Customer Service Representative

The Collision Services Customer Service Representative will help provide comprehensive support for PPG's Collision Services customers, applications and programs. You will emphasize customer advocacy, efficient order management, and Experience interpreting and responding to customer requests with multiple partners, including our teams, external customers, and distribution points.

Responsibilities

• Manage and process orders for CDN and Strategic Accounts, ensuring efficiency and accuracy across multiple systems. Source orders from appropriate distribution locations based on availability and customer needs.
• Be a customer advocate, providing excellent service and ensuring adherence to PPG processes. Handle incoming orders, emails, and phone calls, ensuring responses to customer inquiries.
• Communicate with customers, vendors, and our teams to coordinate orders, shipping details, and resolve issues.
• Handle returns by verifying purchase history and issuing credits or invoices to customers.
• Train and assist customers with navigation and troubleshooting of the Collision Services website and mobile app. Manage registration requests for Collision Services applications.
• Create opening order kits, update relevant details in SharePoint, and manage unique customer information within the CRM system. Log incoming and outgoing calls within the CRM system to track customer interactions.
• Provide training and mentorship to new team members, ensuring knowledge transfer and support. Facilitate ongoing learning opportunities for team members. Train customers and sales team on Collision Services applications.
• Work with internal and external distribution points, sales teams, and customers to facilitate order placement and resolution. Foster a collaborative work environment.
• Stay updated on procedures, training, and system upgrades to enhance performance and service delivery.

Qualifications

• Minimum of 3 years of order management experience in a B2B customer service environment.
• Familiarity with Oracle ERP, CRM systems (VantagePoint and ClientLink), and proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience documenting customer issues in detail and accountability in all tasks, ensuring follow-up on customer issues.
• Familiarity with the Automotive Refinish industry is desired to enhance service delivery.

De salarisschalen en overige arbeidsvoorwaarden van PPG kunnen per locatie verschillen, waardoor we medewerkers in verschillende geografische markten concurrerend kunnen belonen. PPG houdt bij het nemen van beloningsbeslissingen rekening met verschillende factoren, waaronder, maar niet beperkt tot, vaardigheden, ervaring en training, kwalificaties en opleiding, licentiestatus en certificeringen, en andere organisatorische behoeften. Er kunnen andere stimulansen van toepassing zijn.

Onze personeelsvoorzieningen zijn ontworpen om de gezondheid en het welzijn van onze medewerkers te ondersteunen. Eventuele verzekeringsdekkingen en -uitkeringen zijn in overeenstemming met de algemene voorwaarden van de toepasselijke regelingen en bijbehorende bedrijfsdocumenten.