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Call Center - Customer Experience Associate

Administrative Support
19001201 Requisition #
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PolyOne Corporation is an award-winning workplace because of the value we place on our people and their contributions through, recognition programs, competitive pay, community involvement, and opportunities to grow professionally and personally. We have a proven track record of promoting from within by providing professional development opportunities. We are a $3 billion world-class, global provider of polymer solutions with our materials used in everyday products ranging from sports equipment to medical devices to electronics and more. With approximately 6,000 global associates and 70+ facilities around the world, we collaborate closely with our customers to deliver innovative products and services. If you like to be challenged in a fast-paced, team environment and to work with top, innovative talent, then PolyOne is the ideal company for you to build a career.

General Summary:

As a member of the Customer Experience team, you will be instrumental in developing the PolyOne brand by communicating directly with customers to solve real-time issues, answer questions and ensure customer inquiries are appropriately routed. Our goal is to provide our customers with an impeccable experience, exceeding all expectations every time people are in touch with us.

Essential Duties and Responsibilities:

  • Provide a friendly and positive customer experience across multiple platforms including phone, email, chat, and face-to-face.
    • Ability to assess situations and ask questions in order to direct customer to proper party first time.
    • Act as first point of contact for new customers, qualify new product inquiries, and ensure they are being properly directed to the correct sales team.
    • Provide first-contact issue resolution when possible.
  • Master our internal backend systems in order to efficiently, effectively and consistently deliver exceptional service while meeting quality and productivity goals.
    • Use and work in ERP and CRM systems such as SAP and SalesForce.com to look up, route, record and track customer inquiries.
    • Use of Ariba to purchase items for the department and select other departments.
  • Channel and share recurring customer inquiries, concerns and feedback to continuously improve business processes and response time and quality.
  • Provide front desk receptionist coverage as needed.
    • Project a professional, polite demeanor and ensure visitors feel welcomed.
    • Use defined processes and systems to welcome visitors into our facilities.
  • Provide administrative support as needed. Activities may include but are not limited to:
    • Invoice administration (printing, mailing); filing, scanning, and copying; data entry and entry-level spreadsheet analysis; preparation of reports, documents, correspondence, proposals and presentations; other special projects as assigned
  • Depending on rotation of duty -- hours are 8:00 to 5:00

Required Knowledge, Skills and Abilities:

  • Professional and positive demeanor with excellent interpersonal and phone skills/presence
  • Good critical thinking and conflict resolution skills -- able to deal with pressure & stressful situations
  • Strong work ethic
  • Team player-- willing to go outside of defined duties to help others
  • Strong computer skills, including Microsoft Office applications such as Word, Excel, PowerPoint and computer programs such as Outlook Scheduler
  • Familiarity with SAP, ARIBA, S2, Easy Lobby and SalesForce preferred, will train if needed.
  • Highly flexible and able to multi-task – able to work for multiple individuals
  • Willing to handle changes in processes efficiently, and with positive attitude
  • Demonstrates initiative and problem solving skills with a keen ability to prioritize and implement process improvement suggestions to streamline work activities
  • Must be able to handle and prioritize a large workload – without compromising customer experience.
  • Must have strong organization skills
  • Must have a 'can do' attitude, looking to stay fully utilized at all times
  • Flexible work schedule, must be able to work early or late on occasion
  • Good written, verbal, and interpersonal communication skills

Education and Experience

  • Requires high school diploma or GED equivalency; college degree preferred.
  • At least 5 years’ experience working in a call center or customer service/experience role is preferred

We offer a competitive salary, incentive and benefit plan to eligible employees. Benefits include medical, dental, vision, life insurance, disability, spending accounts and 401(k).

PolyOne Corporation is a drug free workplace.  PolyOne is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran’s status, or other legally protected classification in accordance with applicable state and local law. #LI-KF1

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