Account Specialist Job
Location:
Radnor, PA, US
Employment Type: Regular
Category: Customer Service
Posting Date: Feb 18, 2026
TheAccount Specialistwill directly report to the Customer Service Team Lead. The position is responsible for quality Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. Working in a customer service team of 4 people, interfacing with 6 plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments.
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 or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Patman Act, Hazmat, TSCA, USMCA, Product Stewardship, DOT, IMO, among others.
Essential Duties & Responsibilities
Order Management 65%: Order management includes key customers, with one or more supply chain models or more complex order processes, such as vendor managed inventory, consignment, etc. This position is responsible for 2,000 plus orders per year; all orders will be entered and acknowledged within 24 hours. Knowledgeable in and easily executes SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice. Provide information on pricing, availability, and schedule information with a full understanding of product and packaging options. Quote, list pricing/special arrangements/discounts as agreed to by sales. Maintain or exceed customer revenue and working capital targets. Proactively monitors orders, using SAP tools and custom reports, for on-time shipping, delivery, order process status and identifies areas of concern in the quote to cash process. Alerts customers of issues and recommends proper solutions throughout the quote to cash process.
Resolving Issues 15%: Resolves crisis situations during and after hours of operation easily managing customer relationships. Record complaints and correctly assign to investigating party, understanding implications of issues and effectively managing the complaint process. Constant follow-up and review until issues are satisfactorily closed. Understanding of customer financials (residuals, credits/debits, and overdue invoices); investigate and resolve residuals on a timely basis, weekly, create credit and adjustments within authorized limits, or requests approval when appropriate. Frequently Recommends, initiates, identifies gaps, and suggests improvements.
Training 5%: Actively participate in all required training and in the appropriate time frame. Maintain personal ISO training records. Proactively assist team members with daily activities and training efforts. Attend offered training to support development plan and strengthen skills.
Additional Activities 15%: Identify the need for new ISO procedures; create new procedures and amend existing procedures as needed. Perform additional business specific related activities as directed by Manager or Supervisor to support sales and distribution processes, which may include inside sales, import, export, collections, forecasting, Supply Chain, various report requests. Attend supply chain and S&OP meetings, understand changes and impact to product delivery; communicate the information and impact to the team. Share knowledge and propose use of custom reports across the supply chain to provide accurate real time order information. Assist with process improvement for business specific activities internally and externally.
Years of Experience
3 to 5 experience with Bachelor's degree or 6+ years of relevant customer service experience without Bachelor's degree.
Education and areas of focus
Bachelor's Degree with Emphasis in Business, Engineering or Supply Chain or equivalent relevant customer service experience.
Competencies, Knowledge, Skills & Abilities
Intermediate skills in Microsoft applications: Word, Excel and Power Point.
Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills
Customer Order processing in an enterprise system, SAP is strongly preferred.
Experience working with customers in a distribution network is a plus
Experienced Customer Service professional which consistently demonstrates skills to build a climate of trust and respect and uses experiences to quickly gain the confidence of others. Easily navigates relationships and is very trustworthy. Creates a relationship with customers, gains appropriate business knowledge and can offers solutions to issues within business specific limits. Typically sought out for information from the team, business, and customers regarding process questions and product delivery. Consistently meets requirements for execution of quality order management and customer satisfaction. Must be able to multi-task and work efficiently through more complex processes. Consistently communicates effectively verbally and in writing and is able to identify and provide peer mentoring on best methods of communication to utilize in various customer and internal team scenarios.
Strong knowledge of SAP/ERP Master Data, has demonstrated knowledge of the order process and key fields for expected results, Available to Promise (ATP), combined settings for transportation, etc. Knowledgeable in customer delivery processes, such as vendor managed inventory, third party orders, inter-company orders, consignment, etc. Familiar with inventory, ATP checks, product lead-time and works with plant for product availability and marketing/sales on pricing.
Exercises good judgment more autonomously on all tasks by evaluating the impact of decisions on the customers and the organization. Seeks the counsel of Team Lead/Manager and others for more difficult or complex situations. Has the ability to recommend processes to improve service to customers and or business/product delivery issues. Internal candidates must possess strong knowledge of BU's business and technical knowledge / functional knowledge in the area of responsibility. External candidates must be able to demonstrate career progression across order management disciplines within an ERP System (breadth, complexity, etc.).
Arkema Inc. is a Chemical company and as such, all employees are expected to learn and champion Arkema's safety culture, exhibit personal safety and as it pertains to this role, learn about products and execute daily work tasks to ensure product safety. Attends required safety training and meetings and actively contributes to upholding our safety culture by living our safety values.
Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Arkema Code of Ethics/Conduct.
HES Requirements
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.)
Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents
Physical Demands/Working Conditions
Hybrid schedule - minimum of 3 days in the office
May occasionally require working additional hours outside of normal workday/workweek to meet certain deadlines throughout the year.
LI-SG1
Who we are?Arkema is a world leader inInnovative Materials for a Sustainable Worldwith the ambition to become a pure Specialty Materials player.
We thrive asOne Arkema, comprised of many businesses and brands including Bostik, ArrMaz, and more! and operating with a global reach in 55 countries with more than 21,100 employees. Each one contributes to positioning Arkema as a recognized leader of specialty chemicals and advanced materials, reporting annual sales of 9.5 billion, of which 2.9% allocated to R&D for 1,800 researchers in 17 R&D centers.
If you pursue excellence, love innovation and are inspired by challenges, we encourage you throughwww.arkema.com (https://www.arkema.com/global/en/) to learn more about our values - Solidarity, Performance, Simplicity, Empowerment, and Inclusion - and how we concentrate on advances in bio-based and recyclable materials, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation.
Changing the world requires the right formula.The right formula consists of our innovative and sustainable materials, and you. Join us to develop the materials of tomorrow and make a difference together.What are you made of?
The legal information below pertains specifically to positions posted in the United States, however we strive for diversity, equity and inclusion in all the countries that we hire.
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 and hiring.
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