Customer Support Specialist

Summary

The Customer Service Representative (CSR) is responsible for managing customer relationships and owning the full order-to-delivery process for assigned accounts. This role combines accurate order management, proactive problem solving, and cross-functional collaboration to deliver an exceptional customer experience. The CSR serves as a key partner to customers, Sales, Supply Chain, and Operations teams by ensuring orders are executed effectively, issues are resolved promptly, and customer needs are anticipated and addressed.

• Manage all aspects of customer accounts, including order entry, monitoring, delivery follow-up, and post-sale support.
• Serve as the primary point of contact for assigned accounts, building strong customer relationships and providing exceptional service.
• Proactively identify and resolve order, delivery, and service issues before they impact the customer.
• Ensure orders are completed accurately, on time, and in full.
• Anticipate customer ordering patterns and support proactive order management.
• Partner with Sales to provide account insights, order trends, customer history, and product availability information.
• Identify potential account opportunities and communicate relevant information to Sales teams.
• Ensure seamless communication and coordination between Sales and Customer Service teams.
• Capture customer feedback and recurring issues and communicate trends to appropriate stakeholders.
• Support Voice of the Customer (VoC) and continuous improvement initiatives.
• Collaborate with Sales, Supply Chain, Operations, and other internal teams to address customer needs and resolve escalations.
• Participate in team meetings and cross‑functional discussions related to customer service performance and operational changes.
• Maintain accurate customer, order, and case information within CRM and ERP systems, including Salesforce, SAP, and Email‑to‑Case.
• Monitor open orders and customer cases to ensure timely follow‑up and resolution.
• Utilize data and performance metrics to support service excellence and customer satisfaction.
• Follow established processes while identifying opportunities to improve efficiency and effectiveness.
• Develop knowledge of assigned customers, products, and internal systems.
• Share best practices and support adoption of new systems, tools, and processes.

• 2+ years of customer service or account management experience.
• Strong organizational skills with attention to detail and accuracy.
• Proven ability to manage multiple priorities and deadlines in a fast‑paced environment.
• Excellent written, verbal, and interpersonal communication skills.
• Strong problem‑solving skills and customer‑focused mindset.
• Ability to work effectively with cross‑functional teams.

• Experience supporting B2B customers in manufacturing, industrial, or distribution environments.
• Experience with CRM and ERP systems, including Salesforce and SAP.
• Understanding of order management and customer service processes.
• Ability to analyze trends and identify process improvement opportunities.
• Experience working closely with Sales, Supply Chain, and Operations teams.
• Commercial awareness and the ability to recognize opportunities that support customer and business growth.

This is an active opening for which we are recruiting to fill immediately.

Axalta has remained at the forefront of the coatings industry by continually investing in innovative solutions. We engineer technologies that protect customers’ products – whether they are battling heat, light, corrosion, abrasion, moisture, or chemicals – and add dimension and beauty with colorful finishes. We have a vast and ever‑evolving portfolio of brands primed to play an important part in everything from modernizing…