Customer Service Agent

United States Virtual 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 2025 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,100 global team members who collaborate with customers across more than 30 market segments in 150 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets. Learn more at www.hbfuller.com. Position Overview The Customer Service Agent plays a key role in delivering an exceptional customer experience by managing customer orders, responding to inquiries, and ensuring timely and accurate communication throughout the order fulfillment process. This position serves as a primary point of contact for an assigned customer portfolio, working collaboratively with internal departments to support on-time, in-full (OTIF) deliveries and resolve customer concerns. The ideal candidate is customer-focused, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. This is an entry-level position that provides opportunities to develop customer service expertise, business knowledge, and problem-solving skills under the guidance of the Customer Service Supervisor. Primary Responsibilities Customer Order Management Manage all aspects of the customer order cycle, including order entry, maintenance, confirmation, and follow-up to ensure accuracy and customer satisfaction. Communicate proactively with customers regarding order updates, changes, delays, or other issues that may impact delivery. Monitor and manage customer orders to support on-time, in-full (OTIF) delivery. Coordinate with Finance, Logistics, Supply Chain, and Sales to ensure customer requirements are met. Monitor and manage material allocations while maintaining positive customer relationships. Manage consignment inventory and complete customer portal activities, as applicable. Customer Service & Relationship Management Serve as a primary point of contact for assigned customers, providing professional, timely, and accurate communication. Build and maintain strong customer relationships through responsive service and knowledgeable support. Address customer inquiries, concerns, and complaints while coordinating appropriate resolutions. Document customer disputes and initiate resolution processes as needed, engaging Sales or Customer Service Management when necessary. Provide timely follow-up and feedback to ensure customer expectations are consistently met. Identify customer needs and incorporate requirements into daily operational activities. SAP Administration & Process Management Maintain accurate customer information and records within SAP, including customer master data and related documentation. Process and resolve invoice inquiries, customer complaints, and Certificate of Analysis (CoA) requests. Ensure customer records, order information, and supporting documentation are accurate and updated promptly. Identify opportunities to improve customer service processes, operational efficiency, and the overall customer experience. Operational Excellence & Compliance Take ownership of assigned responsibilities and proactively resolve issues using available resources. Exercise sound judgment when addressing customer concerns, balancing service quality, operational efficiency, and cost considerations. Follow established company policies, procedures, and service standards. Support Safety, Health, and Environmental (SHE) objectives while maintaining compliance with applicable regulations. Participate in ongoing training and development to strengthen technical knowledge, customer service capabilities, and business acumen. Work under the guidance of the Customer Service Supervisor and experienced team members to manage situations of moder…

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