As a member of the Customer Service Team, the Integrated Account Specialist (Customer Service Representative) leverages a close strategic alliance with outside sales professionals to support key distributor relationships in the specialty non-crop markets. The successful candidate will serve as the direct FMC purchase point of contact for our distribution channel partners; processing purchase orders, communicating product availability, providing shipping and tracking information, ensuring accuracy from order to invoice, addressing challenges, and serving as the internal voice of the customer.
The Global Specialty Solution Integrated Account Team provides all order management and fulfillment services for our Global Specialty Solutions and Tech Sales businesses. The Integrated Account Specialist will balance demands across these businesses to effectively, and accurately process a variety of transactions that will support the needs of the customer, and outside sales and tech services teams.
Responsibilities:
- Provide world-class customer service through responsive and accurate order management for external and internal customers
- Process sales orders accurately, and timely with delivery creation in compliance with customers’ requests
- Communicate order status and product-related challenges that arise internally and externally, per the Customer Service Account Management guidelines
- Investigate customer inquiries for credits, debits, returns with swift resolution in accordance with Customer Service Account Management process and guidelines
- Coordinate all communications regarding order fulfillment with Customer Service Manager, and the Account Manager to provide customer with a view that is transparent and consistently aligned
- Coordinate with customer contacts and the GSS Account Manager to maintain accurate customer profile
- Provide accurate documentation as requested by customer: Certificate of Analysis, POD, tracking, and invoice
- Execute daily Open Order Report to ensure orders are scheduled for delivery with timely dispatch to customers
- Resolve EDI errors on assigned accounts for successful order creation
- Prepare and dispatch customer open order reports as needed
- Participate in UAT testing for system update/upgrade where necessary
- Process customer complaints into designated complaint system within 24 hours of receipt with timely updates to customers on progress/resolution
Required Education:
- High school diploma or equivalency required
- Associate or bachelor’s degree preferred
- Spanish bilingual preferred
Qualifications:
- Knowledge in customer order entry/fulfillment or supply chain process environment required
- Experience with Microsoft Dynamics 365 and/or SAP Sales & Distribution/Order Management required
- Acute critical thinking skills to probe challenging customer inquiries with accurate resolution required
- Effective time-management skills to prioritize multiple activities, and follow through to completion
- Proficiency in MS Word, MS Excel, and high-level email etiquette required
- Effective written and oral communication skills to liaise with customers at varying levels
- Robust attention to details and demonstrative organizational skills
- Technical problem-solving and analytical skills
- Skilled at conflict resolution with the ability to tactfully handle challenging customer concerns
- Knowledge of basic accounting principles
- Must be able to work flexible hours and overtime as required to meet business demands
- Experience in business-to-business customer service a plus
At FMC, diversity and inclusion are in our DNA. We are proud to be an Equal Opportunity Employer with a commitment to creating an inclusive workplace where all employees can thrive – regardless of race, gender, sex, pregnancy, gender identity and/or expression, sexual orientation, national origin or ancestry, citizenship status, color, age, religion or religious creed, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or any other basis protected by federal, state or local law. FMC also supports employee participation in company employee resource groups that celebrate the diverse backgrounds of our workforce by providing communities for employees to connect with each other and raise awareness throughout FMC.
FMC complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Talent Acquisition department.
