Customer Service Agent I

As the largest pureplay adhesives company in the world, H.B. Fuller’s (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2023 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,000 global team members who collaborate with customers across more than 30 market segments in over 140 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets.

The Customer Service Agent reports to the Customer Service Supervisor and has account management responsibilities. They are the single-point-of-contact for their assigned customers to ensure customer satisfaction is achieved; and assists the company in meeting its set goals for revenue, profit, receivables, on-time and fill rate, quality and safety.

Primary Responsibilities

• 75% - Customer Account Management

• Single –Point-of-Contact to customer. Ensure your customer’s needs and expectations are met. Follow through with requests to completion.

• Beginning to build lasting relationships with customers through knowledgeable communication and meeting requirement for proactive calls to ensure service expectations are met.

• Ensure domestic orders are entered on-time and review daily.

• Manage all aspects of order cycle including any troubleshooting to ensure customer satisfaction hassle free interface. (I.e. orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc.).

• Perform all functions of job position using various computer applications and channels of communication.

• Effectively manage work situation of moderate degree of complexity, which could impact company image and/or sales dollars and cost.

• Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. 

• Engage sales where necessary using independent judgment.

• Handle assigned projects in addition to daily tasks independently

• Responsible for promoting and training customers on all ecommerce tools and solutions. Maintain and seek understanding of existing and new ecommerce solutions.

• Partner with sales to understand sale growth initiatives and company value propositions.

• Coordination with supervisors to authorize additional expenditures when appropriate to ensure service delivery and customer satisfaction levels are maintained.

• 25% - Service, Communication and Teamwork

• Improving service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer’s needs, new products, product availability and the production plans.

• Meeting phone coverage requirements to provide world class customer service.

• Actively participating on teams by contributing skills and appropriate knowledge to continually achieve better solutions and results.

• Knowledge and compliance to all pertinent processes, policies and standards, both departmental and company-wide, needed to perform your primary responsibilities.

Minimum Requirements

• Bachelor’s degree preferred or combination of related years of college and/or 2 years of customer service/sales experience.

• Intermediate PC skills; include Microsoft Office suite, and ERP systems.

• Individuals in the position must be organized, highly disciplined, self-motivated, results orientated, able to multi-task, work in a fast-paced environment and possess a strong customer-focused attitude: highly personable, accurate, relates well with people, service oriented, and a positive attitude.

• Action oriented and high energy to work in a challenging, changing and flexible environment.

• Ability to prioritize and manage workload to meet customer demands and deadlines.

• Strong communication skills; written, telephone, speaking, reading and listening

• Effective problem-solving skills and ability to make decisions independently.

Physical Environment

• Majority of time spent at a desk on the phone and computer

• Minimum travel required (<5%)

Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location.

In addition to your salary, H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays. Eligibility may vary.

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.

H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation.