Customer Service Agent

H.B. Fuller Construction Products Inc. is hiring a Customer Service Agent to manage customer orders and serve as the primary contact for an assigned customer portfolio. The role supports accurate order fulfillment, timely customer communication, issue resolution, and coordination with internal departments.

Responsibilities:

• 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
• 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
• 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
• 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 moderate complexity

Requirements:

• High school diploma or equivalent
• 0–2 years of experience in customer service, order management, administration, or a related field
• Proficiency in written and spoken English
• Strong computer skills, including proficiency in Microsoft Office applications
• Ability to learn and effectively navigate SAP and other business systems
• Willingness to develop technical knowledge and customer service expertise through training and hands-on experience
• additional commercial or business-related education
• additional language skills are beneficial based on business needs
• Strong commitment to providing excellent service and building positive customer relationships
• Excellent verbal and written communication skills with the ability to interact professionally with customers and internal teams
• Ability to prioritize competing responsibilities, manage multiple tasks, and meet deadlines
• Strong analytical and critical-thinking skills with the ability to identify issues and recommend effective solutions
• Ability to respond effectively to changing customer needs, priorities, and business demands
• Strong interpersonal skills and the ability to work effectively across multiple departments
• Ability to maintain accurate records, process orders efficiently, and ensure quality in daily activities
• Demonstrates ownership, initiative, and a commitment to continuous improvement