H.B. Fuller
Customer Service Specialist
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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 2024 revenue of $3.6 billion, our mission to Connect What Matters is brought to life by more than 7,500 global team members who collaborate with customers across more than 30 market segments in over 140 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 Specialist serves as the primary point of contact for an assigned customer portfolio, ensuring customer orders, quotations, account maintenance, and related activities are managed accurately and efficiently. This role works closely with Sales, Supply Chain, Logistics, and Finance teams to deliver excellent customer service and support customer satisfaction. The successful candidate will build strong customer relationships while ensuring compliance with company processes and service standards.
Primary Responsibilities
- Manage the end-to-end customer order cycle, including order entry, maintenance, confirmations, tracking, and follow-up.
- Serve as the primary point of contact for customers and coordinate timely resolution of customer enquiries.
- Communicate proactively with customers regarding order changes, delays, or other issues affecting delivery.
- Maintain accurate customer data within SAP, including customer master records, complaints, and invoice-related queries.
- Collaborate with Sales, Supply Chain, Logistics, and Finance teams to support on-time, in-full (OTIF) delivery performance.
- Support resolution of customer complaints, disputes, and service-related concerns.
- Manage consignment stock processes and customer portal activities where applicable.
- Build and maintain positive customer relationships through professional and knowledgeable communication.
- Monitor material allocations and customer commitments while maintaining strong customer relationships.
- Adhere to company SHE (Safety, Health & Environment) requirements and all applicable policies and procedures.
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Minimum Requirements
- GCSEs or equivalent
- 0-2 years of experience in customer service, order management, administration, or a related business support role.
- Fluent written and spoken English.
- Experience using Microsoft Office applications, including Outlook, Word, and Excel.
- Strong communication and interpersonal skills with the ability to interact professionally with customers and internal stakeholders.
- Demonstrated ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Eligibility to work in the UK.
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Preferred Requirements
- Experience working with SAP or a similar ERP system.
- Experience in a manufacturing, industrial, chemical, or supply chain environment.
- Knowledge of customer order management and fulfillment processes.
- Fluency in an additional European language (e.g., German, French, Dutch, Spanish, Italian, Turkish, or Greek).
- Experience working with customer portals and consignment stock management.
- Ability to work effectively within cross-functional and international teams.
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H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.
H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation.
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