Customer Service Representative

At Avient, we're not just a global leader in specialized and sustainable material solutions; we're a team of passionate experts and trusted customer advocates. As a Customer Service Representative, you'll be the heart of our commitment to exceptional service and excellence. You'll build valued partnerships with our clients, acting as their expert guide and ensuring their needs are met with accuracy, efficiency, and a smile.
Your Mission:
*Empower customers: Be their trusted advisor, providing accurate and timely information on our products, services, and processes.
*Drive efficiency: Proactively manage customer orders, inquiries, and concerns, streamlining processes and finding innovative solutions.
*Communicate with clarity: Foster open and transparent communication with both internal and external stakeholders, ensuring everyone feels heard and valued.
*Embrace ownership: Take initiative, follow through on commitments, and find joy in delivering exceptional service that exceeds expectations.
*Champion continuous improvement: Embrace the Lean Six Sigma principles, always seeking ways to enhance our processes and better serve our customers.
*Uphold our values: Represent Avient with integrity, respect, and professionalism, embodying our Code of Conduct and ethical standards in every interaction.

Your Skills and Experience:
*Proven track record of providing exceptional customer service (3+ years preferred)
*Strong problem-solving and decision-making abilities
*Excellent communication skills, both written and verbal
*Ability to work independently and as part of a collaborative team
*Proficiency with relevant software and systems (ERP, CRM)
*Passion for building relationships and exceeding customer expectations

Are you ready to become a trusted partner, expert, and customer advocate? If so, we invite you to apply today and join our team of passionate professionals at Avient.

Essential Duties and Responsibilities:

Customer Service:
*Deliver exceptional customer-focused service to assigned accounts, acting as their primary point of contact.
*Understand and effectively communicate the value of our products and services, tailoring solutions to meet individual customer needs.
*Build strong relationships with customers, understanding their businesses, operations, and evolving needs.
*Proactively communicate with customers regarding order status, price inquiries, literature requests, and any potential issues.
*Manage customer requests, proactively following up on progress and ensuring timely resolution within established guidelines.
*Handle a broader range of order complexities and inquiries compared to less experienced colleagues.

Job Description

Order Management:
*Process incoming orders, verifying accuracy and confirming product availability and pricing.
*Manage orders from entry to delivery and invoicing, ensuring a smooth and timely fulfillment process.
*Communicate order updates and changes to customers from relevant internal departments (Sales, Supply Chain, Operations) and external vendors.
*Coordinate with sellers and Supply Chain representatives to reduce aged inventory and optimize stock levels.
*Administer sales orders, material returns, and credits accurately and promptly.
*Independently manage a portfolio of customer accounts, promptly processing their orders and resolving inquiries.
*Work proactively with internal groups to resolve order-related issues and enhance process efficiency.
Internal Collaboration & Communication:
*Share relevant customer insights (forecasts, personnel changes, receiving schedules) with internal teams.
*Collaborate with sales staff, production planning, logistics, and technical services to ensure seamless order processing and fulfillment.
*Participate in customer calls and visits with sellers, providing valuable support and building relationships.
*Contribute to the team's knowledge base by providing guidance and support on complex order inquiries and product specifications.
Systems & Processes:
*Utilize various systems to efficiently enter, track, and complete customer transactions.
*Leverage system reports and inquiries to proactively identify and address potential customer service issues.
*Maintain accurate customer information, including notes, contact details, and special instructions.
*Follow all applicable ISO procedures and company policies.
*Thoroughly document the processing and fulfillment of customer orders, including any communication, modifications, or special requests.
Continuous Improvement:
*Apply Lean Six Sigma principles to identify opportunities for process optimization and efficiency.
*Use sound judgment and decision-making skills to resolve issues and exceed customer expectations.
*Gather market intelligence and customer feedback to inform business strategies and drive growth.
*Uphold Avient's Code of Conduct, ethics, and values in all interactions, maintaining confidentiality of sensitive information.