Customer Service Specialist

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.

Primary Duties

• Order Management:
• Receive and process customer orders (local and export) accurately and in a timely manner.
  
  

• Ensure that all orders are entered correctly into the system, coordinating with the production and shipping teams to ensure on-time delivery.
• Track the progress of orders from initiation to completion, providing updates to customers as needed.
• Ensure proper documentation is maintained for both local and export orders, including shipping details, invoices, and customs paperwork for export orders.
  
  

• Customer Support & Communication:
• Serve as the primary point of contact for customers regarding order status, product inquiries, and after-sales support.
  
  

• Address and resolve any customer issues or complaints promptly, escalating issues when necessary to management.
• Collaborate with sales, production, and logistics teams to ensure smooth order processing and delivery.
  
  

• Export Documentation & Compliance:
• Work with logistics partners to arrange shipment and ensure all export documentation is completed accurately.
• Co-ordinate with logistic team to ensure that export orders meet all international shipping regulations, including export documentation, customs requirements, and compliance with trade laws.
• Order Fulfillment & Shipping:

• Coordinate with shipping and logistics teams to ensure timely and accurate dispatch of goods.
• Track shipments and provide regular updates to customers regarding delivery schedules and potential delays.
• Support in achieving Customer Service KPI such as Shipment in Full and On-time (SIFOT) , Day In Day Out (DIDO) and Service Level Agreement (SLA)
  
  
  

Requirements

• Degree or Advance Diploma in Business Administration, Supply Chain Management, or related field (preferred).
• Minimum 4 years’ experience in customer service, order management, or a similar role within a manufacturing environment. Experience in export management is a plus.
  
  
  

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and time-management abilities.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP or order management systems (preferred).
• Knowledge of export regulations and documentation (preferred).
• Attention to detail and problem-solving skills.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
  
  
  

Demonstrates Proficiency In The Following Competencies

• Responsive to change – Adapts (quickly) to changing circumstances
• Individually responsible for results – Engages in activities and experiences that strengthen contribution to the organization
• Model collaboration and commitment – Focuses on team success before individual success
• Focus on customers – Creates an experience for customers – delights customers by providing exceptional value and service
• Demonstrates operational excellence – Continually looks for new and better ways to get things done and shows functional/technical proficiency in work
• Demonstrates effective self-management – Seeks to understand and act upon improvement opportunities
  
  
  

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.