POSITION SUMMARY
Purpose
This position is responsible to ensure customer orders, complaints and inquiries are processed timely, accurately, and efficiently. Customer Service Representatives (CSR) are a primary contact (along with Sales) for existing and prospective customers, need to support sales & marketing activities in this market in order to achieve sustainable business growth.
Scope
This position acts as the primary customer interface for order management, complaints and inquires and can support businesses for SP-CL. The CSR is expected to focus on meeting and exceeding the Customer’s product and service requirements, resulting in customer satisfaction while delivering value to the Business(es). The CSR will interface with a wide range of internal and external departments to coordinate activities, obtain information, and resolve issues resulting in flawless execution of sales orders. The CSR is responsible for working within global/regional/business processes and for compliance to guidelines provided by the Customer Service Organization.
Responsibilities
- Coordinating and executing customer service activities, including customer master data maintenance, order management, preparation of customs documentation, account recevialbes, customer communications, complaints and special handling tasks.
- Achieving and maintaining customer satisfaction while ensuring internal processes and procedures are rigorously respected in a dynamic business environment.
- Participate in the resolution of complaints as required.
- Building and maintaining Customer relationships by assisting Customers in placing orders efficiently, responding to inquiries on a timely basis, managing the Customers orders through the SAP system to meet Customer requirements and Evonik commitments, and communicating any changes in order status quickly to the Customer.
- Comply with global, business, and department processes, procedures, and practices, including Basic Safety Process, Product Stewardship, and regulatory requirements.
- Coordinate and maintain effective communications with Sales, Business Area, Cross Functional Groups, and third parties like forwarders, warehouses and custom offices, concerning Customer requirements, issues, feedback (commercial), etc. as appropriate.
- Issue credit / debit notes if required (in addition to normal invoicing)
- Obtain required forms and documentation from Customers (e.g. Tax Exempt Certificates, Permits, etc.)
- Participation in Departmental, Business team, and cross functional team meetings to acquire knowledge of the Supply Chain, department interdependencies, key business strategies and objectives, etc.
Requirements
- Bachelor’s Degree in Trade or Business Administration
- Ability to demonstrate strong problem solving skills, good organizational skills, excellent interpersonal and communication skills (verbal, written, and listening), and strong focus on data quality
- Ability to work in a fast paced and dynamic team environment
- Minimum of 2-3 years of customer service related experience
- Customer service experience in the chemical industry desired
- Fluent oral and written English
- Experineces with SAP is preferred
Dear valued applicants, thank you very much for your interest in working at our company. Please be aware that only shortlisted candidates will be notified. Thank you for your kind understanding!
