What are the responsibilities and job description for the Sr. Customer Service Representative position at Fuller?
Senior Customer Service Representative , Allentown
At Fuller Technologies we’ve been revolutionizing the cement industry for over 140 years. From the beginning, we’ve challenged conventions, pioneered innovations, and helped shape the world– building a strong legacy of innovation and excellence. But our real strength has always been our people.
When you join Fuller, you’re not just stepping into a job—you’re becoming part of a team that fosters a positive culture, values your contributions and supports your growth. Here, we’re committed to helping you learn, develop your skills, and achieve your career goals in an inclusive environment built on teamwork and trust.
About The Role
To be the customers’ primary point of contact on proposal and order execution, thereby governing all open and ongoing activities within the area of responsibility. Sr. Customer Service Representative ensures that cases within the area of responsibility is well managed in a timely manner. They ensure engagement from various stakeholders by following a project timeline. If a case is at risk of missing timeline and/or scope the Sr. Customer Service Representative must escalate to the manager(when support is required) and inform all relevant stakeholders including the customer if needed.
About The Department
The Customer Service team manages a USD 60 million business portfolio spanning the United States, Canada, the Caribbean, and select South American countries. The group supports the aftermarket spares, wear and retrofit business for the Pyro, Grinding, and Automation product lines, ensuring seamless proposal preparation and order execution.
Through close collaboration with Sales, Business excellence, Engineering and Supply Chain, the group drives customer satisfaction, operational efficiency, and revenue continuity across multiple regions and industries. The team plays a central role in maintaining strong customer relationships, managing complex order flows, and proactively resolving issues to uphold service excellence for our global clients.
Your Responsibilities
Application and contact
Please apply by clicking “apply” on this page. Kindly note that we will be reviewing applications and conducting interviews - also on a virtual setting as required - on an ongoing basis so please apply as soon as possible.
No recruiters and unsolicited agency referrals, please.
Build a better world
Fuller Technologies helps build societies all over the world by contributing to the infrastructure needed for global economic growth. It is a big responsibility, and we are committed to driving growth while minimising environmental impact. To achieve this, your skills, your curiosity, and your drive for change are important. Together in our diverse team, we collaborate in an inclusive and supportive environment to discover further ways to economic and environmental success.
For further information on Fuller Technologies' business and services, visit https://www.fuller-technologies.com/
At Fuller Technologies we’ve been revolutionizing the cement industry for over 140 years. From the beginning, we’ve challenged conventions, pioneered innovations, and helped shape the world– building a strong legacy of innovation and excellence. But our real strength has always been our people.
When you join Fuller, you’re not just stepping into a job—you’re becoming part of a team that fosters a positive culture, values your contributions and supports your growth. Here, we’re committed to helping you learn, develop your skills, and achieve your career goals in an inclusive environment built on teamwork and trust.
About The Role
To be the customers’ primary point of contact on proposal and order execution, thereby governing all open and ongoing activities within the area of responsibility. Sr. Customer Service Representative ensures that cases within the area of responsibility is well managed in a timely manner. They ensure engagement from various stakeholders by following a project timeline. If a case is at risk of missing timeline and/or scope the Sr. Customer Service Representative must escalate to the manager(when support is required) and inform all relevant stakeholders including the customer if needed.
About The Department
The Customer Service team manages a USD 60 million business portfolio spanning the United States, Canada, the Caribbean, and select South American countries. The group supports the aftermarket spares, wear and retrofit business for the Pyro, Grinding, and Automation product lines, ensuring seamless proposal preparation and order execution.
Through close collaboration with Sales, Business excellence, Engineering and Supply Chain, the group drives customer satisfaction, operational efficiency, and revenue continuity across multiple regions and industries. The team plays a central role in maintaining strong customer relationships, managing complex order flows, and proactively resolving issues to uphold service excellence for our global clients.
Your Responsibilities
- Responsible for the proposal handling and order execution process on cases with required kickoff meetings, from inquiry to OAK
- Day-to-day alignment and coordination directly with relevant stakeholders on ongoing cases, deliveries, claims and payments, while at all times keeping the customer informed/involved.
- Responsible for governance on agreed contracts and terms and conditions, including Rules of Engagement
- Responsible for maintaining Customer Guidelines within own area of responsibility.
- Delivering detailed, customer-focused communications such as inquiries, proposal versioning, term updates, pricing negotiations, and service letters.
- Follow up and coordinate with internal stakeholders to ensure all promised deliverables are met on time (including, but not limited to, Trade Finance, Supply Chain, Engineering etc.).
- Ensuring that the Customer PO’s matches the related proposal and/or the agreed customer guideline for cases with required kick off meetings.
- Prioritize and book the PO as soon as possible with reference to customer deadlines and our internal guidelines.
- Assure on-time and good communications to keep customers informed of order status and deliveries, based on information from Supply Chain (manufacturing, deliveries etc.).
- Supporting Outside Sales with sales and pricing history by mastering our BI tools (Business intelligence) and CRM activities
- Supporting the use of the current case operating and tracking systems ensuring high data quality
- Ensuring compliance with Export Control regulations when dealing with sanctioned or embargo countries
- Handling and resolving customer claims and complaints, minimizing potential negative impacts towards our customer while keeping our direct cost at a minimum
- Following up on overdue payments and collaborating with Genpact, including balancing payment terms and taking tough and duly decisions if customer is consistently not paying
- Strong understanding of both technical and commercial concepts
- A minimum of 5 years of experience in Proposal Preparation or Contract management
- Ability to independently manage multiple priorities and deadlines in a fast-paced environment
- Experience with Power BI, CRM tools, and ERP systems (preferred)
- Experience in the cement or heavy industrial sectors (preferred)
- Proficiency in Microsoft Office
- A positive, customer-centric mindset
- Quality focus and time management
- Basic knowledge on other disciplines (Electrical, Civil, etc.)
- Bachelor’s degree in Engineering, Business, or a related field (desirable)
- A purpose-driven role with a global sustainability leader in the industry
- An Inclusive and diverse work environment
- An open team culture that values individual strengths
- Competitive compensation and benefits
- Opportunities for professional growth and development
- Flexible work arrangements
Application and contact
Please apply by clicking “apply” on this page. Kindly note that we will be reviewing applications and conducting interviews - also on a virtual setting as required - on an ongoing basis so please apply as soon as possible.
No recruiters and unsolicited agency referrals, please.
Build a better world
Fuller Technologies helps build societies all over the world by contributing to the infrastructure needed for global economic growth. It is a big responsibility, and we are committed to driving growth while minimising environmental impact. To achieve this, your skills, your curiosity, and your drive for change are important. Together in our diverse team, we collaborate in an inclusive and supportive environment to discover further ways to economic and environmental success.
For further information on Fuller Technologies' business and services, visit https://www.fuller-technologies.com/