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Customer Service Representative R4 - Job Opportunity at H.B. Fuller

Dandenong, Australia
Full-time
Mid-level
Posted: June 6, 2025
On-site
AUD 55,000 - 70,000 per year based on the mid-level experience requirements, specialized industry knowledge, multilingual capabilities, and the Dandenong location which serves as a major industrial hub. The salary reflects the technical nature of the role requiring SAP expertise and management of large regional/global accounts, positioning it above standard customer service roles.

Benefits

Collaborative global work environment fostering professional development and cross-cultural exposure
Equal employment opportunity workplace ensuring fair treatment and career advancement regardless of background
Safety and health objective programs demonstrating company commitment to employee wellbeing
Training and coaching programs from supervisors and senior colleagues providing structured career development
Exposure to global operations across 140+ countries enhancing international business acumen

Key Responsibilities

Drive complete order lifecycle management from entry to delivery ensuring seamless customer experience and revenue protection across assigned portfolio
Serve as primary customer interface and relationship guardian, coordinating cross-functional responses that directly impact customer retention and satisfaction
Execute proactive customer communication strategies during order changes, minimizing disruption and maintaining trust in critical business relationships
Manage SAP system administration including customer master data, Certificate of Analysis processing, and invoice resolution, ensuring data integrity that supports business operations
Lead cross-departmental collaboration with Finance, Logistics, Supply Chain, and Sales teams to achieve On-Time-In-Full delivery targets that directly impact customer loyalty
Champion safety and health objectives compliance while maintaining operational efficiency, contributing to company-wide risk management goals
Oversee consignment stock management optimizing inventory levels and customer service delivery
Execute customer portal management ensuring digital touchpoints meet modern customer expectations
Develop strategic customer relationships through expert communication, positioning H.B. Fuller as a trusted partner rather than just a supplier
Drive problem resolution initiatives using cost-effective approaches while maintaining service excellence standards
Integrate customer requirements into operational planning processes, ensuring customer-centric decision making across business functions
Execute comprehensive follow-up protocols ensuring customer satisfaction metrics are consistently achieved
Lead dispute resolution processes while engaging appropriate stakeholders, protecting both customer relationships and company interests
Manage material allocation strategies while preserving positive customer relations during supply constraints

Requirements

Education

High school degree; commercial school education

Experience

4+ Years' Experience

Required Skills

Fluency in written and spoken English and at least one other major language (e.g. Spanish, German, Dutch, Greek, Turkish, Chinese, French, etc) Experienced in managing large accounts on a regional or global level Strong computer competency with high MS Office suite proficiency Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively meet customer demands and deadlines Strong problem-solving skills
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Sauge AI Market Intelligence

Industry Trends

The global adhesives market is experiencing significant growth driven by increasing demand from automotive, construction, and packaging industries, with companies like H.B. Fuller positioned to benefit from infrastructure development and sustainable packaging trends. Digital transformation in customer service is becoming critical as B2B customers expect seamless online experiences similar to consumer markets, making roles that bridge traditional service with digital capabilities increasingly valuable. Supply chain resilience has become a strategic priority following global disruptions, making customer service representatives who can manage allocation strategies and maintain relationships during constraints essential for business continuity. The trend toward sustainability in industrial chemicals is driving the need for customer service professionals who can communicate complex environmental benefits and compliance requirements. Globalization of manufacturing is creating demand for multilingual customer service professionals who can support international accounts and navigate cross-cultural business relationships. ERP system expertise, particularly SAP, is becoming increasingly valuable as companies digitize their operations and require seamless integration between customer service and back-office functions.

Role Significance

Typically operates within a customer service team of 8-12 professionals, reporting to a Customer Service Supervisor while potentially mentoring 1-2 junior representatives. The role involves extensive cross-functional collaboration with Finance, Logistics, Supply Chain, and Sales teams, effectively coordinating with 15-20 internal stakeholders regularly.
This mid-level customer service role carries significant strategic importance as it directly manages relationships with large regional and global accounts, requiring autonomous decision-making on order management, dispute resolution, and cross-functional coordination. The R4 designation suggests a structured career progression within H.B. Fuller, indicating this is an experienced contributor role with mentoring responsibilities for junior staff.

Key Projects

Implementation of customer portal systems and digital service enhancements to meet evolving B2B customer expectations Supply chain optimization projects focusing on consignment stock management and inventory efficiency Customer satisfaction improvement initiatives including dispute resolution process refinement and service standard development SAP system upgrades and customer master data management projects that enhance operational efficiency Cross-cultural customer relationship programs that support H.B. Fuller's global expansion strategies

Success Factors

Mastery of technical product knowledge combined with exceptional relationship management skills, as the role requires explaining complex adhesive solutions while maintaining long-term customer partnerships that directly impact revenue retention and growth opportunities. Cultural intelligence and language proficiency that enables effective communication across diverse global markets, particularly important given H.B. Fuller's presence in 140+ countries and the need to navigate different business cultures and expectations. Systems thinking and process optimization capabilities, as success requires integrating customer needs with internal operations across multiple departments while maintaining efficiency and cost-effectiveness. Proactive problem-solving and crisis management skills, particularly important during supply chain disruptions or quality issues where quick resolution can mean the difference between retaining or losing major accounts. Strategic business acumen that allows the representative to understand customer industries and market dynamics, positioning H.B. Fuller's solutions as competitive advantages rather than commodities.

Market Demand

High demand driven by the specialized nature of industrial adhesives customer service, the requirement for multilingual capabilities, and the ongoing growth in manufacturing and construction sectors in the Asia-Pacific region. The combination of technical product knowledge and relationship management skills creates a relatively small talent pool for these specialized roles.

Important Skills

Critical Skills

Multilingual communication capabilities are absolutely essential for this role given H.B. Fuller's global customer base and the specific requirement for English plus one additional major language. This skill set directly impacts the ability to build relationships with international customers and navigate cultural nuances that can make or break major account relationships. The scarcity of professionals with both technical customer service skills and multilingual abilities makes this a highly valuable and differentiating competency in the industrial chemicals sector. SAP system proficiency and broader ERP experience represent critical technical skills that enable efficient order management, customer data administration, and cross-functional coordination. As manufacturing companies increasingly digitize their operations, customer service representatives who can seamlessly navigate complex enterprise systems become essential for maintaining operational efficiency and customer satisfaction. This technical competency often determines the difference between reactive problem-solving and proactive customer relationship management. Large account management experience is crucial because the complexity of managing regional or global customer relationships requires understanding of enterprise buying processes, multi-location coordination, and strategic partnership development. This experience level enables the representative to think beyond transactional interactions and develop the consultative approach necessary for maintaining long-term, high-value customer relationships that drive sustainable revenue growth.

Beneficial Skills

Industry-specific knowledge of adhesives and sealants applications would significantly enhance effectiveness by enabling more consultative customer interactions and better problem-solving capabilities. Understanding how H.B. Fuller's products integrate into customer manufacturing processes allows for more strategic relationship development and positions the representative as a technical resource rather than just an order processor. Advanced project management skills would be valuable given the cross-functional coordination required and the complexity of managing multiple large accounts simultaneously. These skills become increasingly important as the representative takes on more strategic initiatives and potentially mentors junior team members. Supply chain and logistics knowledge would enhance the representative's ability to proactively address customer concerns about delivery, inventory management, and supply continuity. This expertise becomes particularly valuable during market disruptions and helps differentiate H.B. Fuller's service level from competitors who may offer similar products but lack superior customer support capabilities.

Unique Aspects

This role offers the distinctive opportunity to work with the world's largest pure-play adhesives company, providing exposure to cutting-edge adhesive technologies and applications that most customer service professionals never encounter in diversified chemical companies.
The multilingual requirement and global account management aspect creates a unique professional development opportunity for building international business skills while working with customers across diverse industries and cultures.
The combination of technical product complexity (adhesives and sealants) with high-value B2B relationships makes this role distinctly different from typical customer service positions, requiring both technical acumen and strategic relationship management.
Working within H.B. Fuller's 140+ country network provides unusual visibility into global supply chains and international business operations, offering career development opportunities that extend far beyond traditional customer service advancement paths.
The role's integration with advanced ERP systems (SAP) and digital customer portals positions the representative at the intersection of traditional relationship management and modern digital business transformation.

Career Growth

Career progression typically occurs within 2-3 years for advancement to senior individual contributor roles, with management opportunities available within 4-5 years for high performers. The structured nature of H.B. Fuller's organization and global presence provides multiple pathway options for career development.

Potential Next Roles

Senior Customer Service Representative or Team Lead positions within 2-3 years, taking on larger account portfolios and mentoring responsibilities Customer Service Supervisor or Manager roles within 3-5 years, overseeing teams and strategic customer relationship management Account Manager or Key Account Manager positions, transitioning to sales-focused roles leveraging customer relationship expertise Regional Customer Service Manager positions, particularly in Asia-Pacific markets where H.B. Fuller is expanding Business Development or Product Specialist roles, combining customer insight with commercial or technical expertise

Company Overview

H.B. Fuller

H.B. Fuller stands as the world's largest pure-play adhesives company with a 137-year history, generating $3.5 billion in revenue through operations spanning over 140 countries. The company's focus exclusively on adhesives, sealants, and functional coatings positions it as a specialized industry leader rather than a diversified chemical conglomerate, allowing for deep expertise and innovation in adhesive technologies that serve critical applications across 30+ market segments.

H.B. Fuller maintains a strong competitive position as a global leader in the adhesives industry, competing with companies like Henkel, 3M, and Sika while maintaining its pure-play focus. The company's NYSE listing (FUL) and substantial revenue base provide financial stability and resources for continued innovation and market expansion, particularly in emerging markets where adhesive adoption is growing.
The Dandenong location represents H.B. Fuller's strategic positioning in the Asia-Pacific manufacturing corridor, serving as a key hub for supporting customers across Australia, Southeast Asia, and potentially broader regional markets. This location choice reflects the company's commitment to being close to manufacturing customers in one of the world's fastest-growing industrial regions.
H.B. Fuller emphasizes a collaborative, inclusive culture with their 'Connect What Matters' mission reflecting both their business focus and employee engagement philosophy. The company's commitment to equal employment opportunity and global team collaboration suggests a progressive work environment that values diversity and cross-cultural competence, important factors for employees working with international customers and teams.
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