Are you someone who likes to make the connection between the needs of the customer and what we have to offer as Fiber-Line? Are you an expert in maintaining and expanding an effective network of existing and new customers? Do you know better than anyone what it means to give customers the service they deserve? These are your core responsibilities, which you share with our Sales colleagues. In this challenging and versatile position, you know how to use the tools provided to you to serve Fiber-Line's customers even better and to help with their needs. Being the connecting factor and have a strong character is essential.
Description - Avient / Fiber-Line – about the team
Avient Corporation (NYSE: AVNT), with expected 2021 revenues of $4.6 to $4.7 billion, provides specialized and sustainable material solutions that transform customer challenges into opportunities, bringing new products to life for a better world. Examples include:
Barrier technologies that preserve the shelf-life and quality of food, beverages, medicine and other perishable goods through high-performance materials
Light-weighting solutions that replace heavier traditional materials which can improve fuel efficiency in all modes of transportation
Breakthrough technologies that minimize wastewater and improve the recyclability of materials and packaging across a spectrum of end uses Avient employs approximately 8,400 associates and is certified ACC Responsible Care®, a founding member of the Alliance to End Plastic Waste and certified Great Place to Work®. For more information, visit www.avient.com.
Department: Customer service - Fiber-Line (location Drachten - on-site position)
Reports to: Marketing & Sales Manager EMEA
Fiber-Line founded in 1987, is an international player in synthetic fibers. Fiber-Line processes the fibers into finished products that you will find all over the world. We develop many products to measure, using different processes and machines. Fiber-Line benefits from the (scale) advantages of a large organization, but still has its own product and plenty of room for entrepreneurship. The growing Fiber-Line family of over 170 people worldwide has been teaming up for nearly thirty years, bounded by the belief that cooperation is the ultimate difference maker. Fiber-Line has five production locations: Hickory, Hatfield, Shanghai, Leek (UK) and Leeuwarden. Starting in September 2022, we will move from Leeuwarden to Drachten. At our new location Fiber-Line wants to and can grow into the global market leader in tailor-made and coated synthetic fibers. Fiber-Line Leeuwarden / Drachten is the European headquarters for sales and also a production location. Together, respect and leading are our core values. You report to the Marketing & Sales Manager EMEA and you work closely together with colleagues from our Customer Service, Sales and Supply Chain department.
At Avient, we strive for a culture of trust and engagement. Our associates are leading company initiatives such as Lead by Women, HYPE (Harnessing Young Professionals), Pride at Avient and Embrace to advance diversity in professional and personal development. We also provide our associates with robust development programs such as Avient Academy, Lean Six Sigma, and various leadership workshops to allow for career growth in a variety of ways. With workplace flexibility, health and wellness programs, casual dress days, and paid time off for community service, we are committed to building upon our positive momentum. At Avient, we believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation or advancement are based solely on a person’s qualifications, abilities, experience and performance.
The (Senior) customer service representative is the primary point of contact for an assigned group of customer accounts. The purpose of the Customer Service function is to serve as the face to the customer in providing value added services that grow our business. Internally, the (Senior) customer service representative interacts, gathers information and coordinates related activities with the internal organization and works closely with and supports the Account Manager to pro-actively support the customer.
Provides customer focused service to assigned accounts.
Responds to and manage customer orders from order entry to delivery and invoicing.
Process incoming orders, confirm pricing and availability of product.
Advise customers of order status.
Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc.
Timely and accurate administration of sales orders, customer complaints, material returns and credits.
Answer price and availability questions, respond to customer literature requests for MSDS, Certifications, etc.
Process new customer/update requests.
Provide market or account intelligence gained through customer contact.
Participate in customer calls and visits with sellers.
Proactive communication with product supply reps and Supply Chain department of any order changes customer initiates.
Work with seller and PSRs to reduce aged inventory.
Education, experience and competencies
Bachelor’s degree / bachelor working and thinking level
Availability of 32-40 hours per week (on site)
Minimum of 5 years work Experience in a similar role (business to business customer services and account management) in an industrial / manufacturing environment
Dutch and English fluent (spoken and written) are mandatory, all other languages are welcome,
Feeling with technical products.
Thorough knowledge of Microsoft Office. Sales Force (CRM system) is a plus.
Experience with structural continuous improvement and restructuring of work.
Core Competencies as a Leader of Self: ability to multitask, self-motivated, stress management, time/priority management, work on a team, attention to detail, analytical skills, conflict resolutions skills.
Do you recognize yourself in the above-mentioned points? Then you might just be our new (Senior) Customer Service Representative.
Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable federal, state and local law.