Customer Service Account Analyst

ABOUT THE ORGANIZATION

Sun Chemical, a member of the DIC Group, is a leading producer of packaging and graphic solutions, color and display technologies, functional products, electronic materials, and products for the automotive and healthcare industries.

Together with DIC, Sun Chemical is continuously working to promote and develop sustainable solutions to exceed customer expectations and better the world around us.

With combined annual sales of more than $8.5 billion and 22,000+ employees worldwide, the DIC Group companies support a diverse collection of global customers.

Job Title : Customer Service Account Analyst

Work location : REMOTE

Work Schedule : Monday - Friday, 10am to 7pm Eastern Standard Time

The Customer Account Analyst (CAA) for the North American Customer Services group is responsible for all functions relating to the servicing of customer accounts.

The CAA is expected to provide an exceptional level of support and expertise to customers by effectively managing issues and responsibilities that are inherent to the position.

The CAA acts as a liaison between Sales, Supply Chain, Manufacturing, Product Management, and Logistics in fulfilling requests and for problem resolution as needed.

ESSENTIAL JOB FUNCTIONS :

• Manage a portfolio of customer accounts
• Enter orders in an effective and precise manner
• Recognize appropriate situations for escalation
• Actively communicate with the customer on order changes, future orders, and other non-order related requests.
• Develop strong relationships with customers, as well as the sales team and other functional areas within Sun Chemical
• Establish and complete contacts from various channels (email, phone, chat)
• Identify potential issues and work to resolve them proactively
• Follow established processes to manage exceptions
• Monitor customer open orders and shipments, as well as other relevant data

REQUIRED EDUCATION AND EXPERIENCE :

• 2-3 years’ experience in a Business to Business environment with proven track record of servicing internal and external customers
• Customer focused with strong interpersonal skills
• Must be able to use critical thinking skills to help solve problems or generate new ideas
• Ability to prioritize customer demands and manage multiple requests with attention to detail
• Excellent level of proficiency in business communication, including strong verbal and written communication skills required
• Some experience with SAP or other ERP system preferred
• Proficient Microsoft Office skills (Word, Excel, Outlook)
• High School Diploma / GED required.

BENEFITS

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k)+match and life insurance.

Eligibility of benefit timing may vary.

EQUAL EMPLOYMENT OPPORTUNITY

It is Sun’s policy that applicants for employment are recruited, selected, and hired on the basis of individual merit and ability with respect to the position being filled.

Sun prohibits discrimination on the basis of race, color, religion, creed, national origin, age, gender, sexual orientation, gender identify, marital or veteran status, disability, or any other status protected by applicable law.

Employment agencies are an important component of our talent acquisition strategy, and we value the partnerships we have built with our preferred vendors.

We will not accept unsolicited resumes from employment agencies for any employment opportunity. All resumes submitted by search firms to any employee at Sun Chemical or directly to hiring managers in any form without a signed contract on file, and search engagement for that position, will be deemed unsolicited in nature, and no fee will be paid in the event the candidate is hired as a result of the referral or through other means.

Additionally, any resume submitted without a contract in place will be considered property of Sun Chemical and no fees will be paid to the agency if the candidate is hired.