Customer Service Agent

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 2025 revenue of $3.5 billion, our mission to Connect What Matters is brought to life by more than 7,100 global team members who collaborate with customers across more than 30 market segments in 150 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 Agent plays a key role in delivering an exceptional customer experience by managing customer orders, responding to inquiries, and ensuring timely and accurate communication throughout the order fulfillment process.

This position serves as a primary point of contact for an assigned customer portfolio, working collaboratively with internal departments to support on-time, in-full (OTIF) deliveries and resolve customer concerns.

The ideal candidate is customer-focused, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. This is an entry-level position that provides opportunities to develop customer service expertise, business knowledge, and problem-solving skills under the guidance of the Customer Service Supervisor.

Primary Responsibilities

Customer Order Management

• Manage all aspects of the customer order cycle, including order entry, maintenance, confirmation, and follow-up to ensure accuracy and customer satisfaction.
• Communicate proactively with customers regarding order updates, changes, delays, or other issues that may impact delivery.
• Monitor and manage customer orders to support on-time, in-full (OTIF) delivery.
• Coordinate with Finance, Logistics, Supply Chain, and Sales to ensure customer requirements are met.
• Monitor and manage material allocations while maintaining positive customer relationships.
• Manage consignment inventory and complete customer portal activities, as applicable.

Customer Service & Relationship Management

• Serve as a primary point of contact for assigned customers, providing professional, timely, and accurate communication.
• Build and maintain strong customer relationships through responsive service and knowledgeable support.
• Address customer inquiries, concerns, and complaints while coordinating appropriate resolutions.
• Document customer disputes and initiate resolution processes as needed, engaging Sales or Customer Service Management when necessary.
• Provide timely follow-up and feedback to ensure customer expectations are consistently met.
• Identify customer needs and incorporate requirements into daily operational activities.

SAP Administration & Process Management

• Maintain accurate customer information and records within SAP, including customer master data and related documentation.
• Process and resolve invoice inquiries, customer complaints, and Certificate of Analysis (CoA) requests.
• Ensure customer records, order information, and supporting documentation are accurate and updated promptly.
• Identify opportunities to improve customer service processes, operational efficiency, and the overall customer experience.

Operational Excellence & Compliance

• Take ownership of assigned responsibilities and proactively resolve issues using available resources.
• Exercise sound judgment when addressing customer concerns, balancing service quality, operational efficiency, and cost considerations.
• Follow established company policies, procedures, and service standards.
• Support Safety, Health, and Environmental (SHE) objectives while maintaining compliance with applicable regulations.
• Participate in ongoing training and development to strengthen technical knowledge, customer service capabilities, and business acumen.
• Work under the guidance of the Customer Service Supervisor and experienced team members to manage situations of moderate complexity.

Minimum Qualifications

• High school diploma or equivalent required; additional commercial or business-related education preferred.
• 0–2 years of experience in customer service, order management, administration, or a related field.
• Proficiency in written and spoken English; additional language skills are beneficial based on business needs.
• Strong computer skills, including proficiency in Microsoft Office applications.
• Ability to learn and effectively navigate SAP and other business systems.
• Willingness to develop technical knowledge and customer service expertise through training and hands-on experience.

Preferred Skills & Competencies

• Customer Focus: Strong commitment to providing excellent service and building positive customer relationships.
• Communication: Excellent verbal and written communication skills with the ability to interact professionally with customers and internal teams.
• Organization & Time Management: Ability to prioritize competing responsibilities, manage multiple tasks, and meet deadlines.
• Problem-Solving: Strong analytical and critical-thinking skills with the ability to identify issues and recommend effective solutions.
• Adaptability: Ability to respond effectively to changing customer needs, priorities, and business demands.
• Collaboration: Strong interpersonal skills and the ability to work effectively across multiple departments.
• Attention to Detail: Ability to maintain accurate records, process orders efficiently, and ensure quality in daily activities.
• Accountability: Demonstrates ownership, initiative, and a commitment to continuous improvement.

Pay is based on several factors including but not limited to education, work experience, certifications, and geographic location.

In addition to your salary, H.B. Fuller offers employees a competitive total rewards package including comprehensive benefits, incentive and recognitions programs, health & wellness benefits, 401K contributions, paid time off and paid holidays. Eligibility may vary.

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, age, 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.