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Account Specialist Job

Date: Feb 11, 2019

Location: Clear Lake / Pasadena, TX, US

Company: Arkema

Req Id 30470 - Posted 02/11/2019 - Customer Service - Clear Lake / Pasadena. Texas. US



This position is responsible for the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc.  Individuals in this role will have SAP, ISO and related systems proficiency/expertise.



  • Proactively identifies issues and opportunities to communicate internally and externally.
  • Quote list pricing/special arrangements/discounts as agreed to by sales; assist in collection efforts, respond to technical questions when appropriate.
  • Manage customer orders, manage customer expectations, resolve crisis situations, work with DM to satisfy delivery dates, maintain master records, handle credits/debits/returns, resolve residuals, and record complaints. 
  • Demonstrated understanding and knowledge of the order process and key fields for expected results, ATP, combined settings for transportation, etc.  Understanding of more complicated customer delivery processes, such as vendor managed inventory, third party orders, inter-company orders/transfers, and consignment with reconciliation. 
  • Knowledge of inventory review, ATP checks, product lead-time and works with plant for product availability and marketing/sales on pricing. 
  • Records Complaints and correctly assigns to investigating party, understands implications of issues and effectively manages complaint process.  Reviews finding and implications to customer.
  • Proactively maintains an ongoing relationship with all customers both internal and external
  • Receives, acknowledges and processes customer orders within 24 hours of receipt
  • Provides pricing, availability, and schedule information; with full understanding of product and packaging options
  • Handle credit/debit/return adjustments.  Investigate and resolve residuals on a timely basis.  Make credit approvals and adjustments within authorized limits
  • Tracks order activity, and alerts potential delivery problems. Expedites the delivery of orders.  Negotiate optimal mode of transportation through interaction with Logistics.  Resolve crisis situations during and after hours of operation while not jeopardizing the customer relationships.
  • Strong Knowledge of SAP/ERP Master Data 
  • May include:  inside sales, import, export, collections, forecasting, Supply Chain, various report requests (SAP BW, WBBR, etc.). 
  • IF IMPORT/EXPORT:  Understands international compliance and required international functions, timely ISF and other required reporting.  May support multiple lines of business and/or divisions.



The Arkema Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s). 


Daily functions are conducted in accordance with Arkema, Inc. Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules s or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.



  • Accurate Order entry, communication of issues as soon as possible.
  • Monitor orders for on-time delivery or proactively renegotiate delivery dates. 
  • Follow business specific service rules.
  • Creates relationship with customers, gains appropriate business knowledge. Understands customer order patterns and monitors changes, reports issues to sales staff
  • Knowledgeable in SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice.  
  • Maintain or exceed customer revenue and working capital targets.          
  • Define and communicate issues to a greater extent.                                                               
  • Assist with process improvement for business specific activities internally and externally.
  • Identify the need for new ISO Procedures; make recommendations for revisions and/or deletions of ISO procedures.
  • Proactively assist team members with daily activities and training efforts (attend training, identify areas of importance, and share with team members).
  • Ensure the same level of service is applied to all accounts whether they are assigned specifically to you or a team member.  Clear, two-way communication to team members regarding the status of customer accounts in a back-up situation.  
  • Ability to enter and close complaints in each BU's specific complaint system within BU established service level.
  • Supports the site HES policy and complies with all regulatory and internal requirements
  • Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)



  • BS required: Degree in business, marketing, or technical discipline preferred
  • 3 - 5 minimum years of experience
  • Intermediate Excel skills (V-Look up; pivot tables, etc.) preferred. 
  • Proficient in Power Point
  • Strong written and oral communication skills. Ability to work in a team environment. Above average organizational and planning skills
  • Strong communication skills (both written and verbal), problem solving & decision making skills; presentation skills
  • SAP Strongly Preferred


A designer of materials and innovative solutions, Arkema shapes materials and creates new uses that accelerate customer performance. Our balanced business portfolio spans High Performance Materials, Industrial Specialties and Coating Solutions. Our globally recognized brands are ranked among the leaders in the markets we serve. Reporting annual sales of €8.3 billion in 2017, we employ around 20,000 people worldwide and operate in some 55 countries. We are committed to active engagement with all our stakeholders. Our research centers in North America, France and Asia concentrate on advances in bio-based products, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation. 

Arkema Inc.  provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence.

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