Customer Service Representative

hace 7 días

Xico, México Solvay A tiempo completo

Solvay is a science company that brings innovations to various aspects of daily life. Our purpose - bond people, ideas, and elements to reinvent progress - is a call to go beyond and create sustainable shared value for all through the power of science.

We collaborate with customers and partners to address today's and tomorrow's megatrends as a global leader in Materials, Chemicals, and Solutions. Solvay brings advancements in planes, cars, batteries, smart devices, medical devices, water treatment, and air treatment to solve critical industrial, social, and environmental challenges.

**Role Overview**

**We are seeking a Customer Service Representative who will**:

Maintain ownership of all details and communication throughout the order-to-cash process.
- Negotiate commitment dates and enforce business rules with customers for all sales orders, promoting excellent service and teamwork culture.

**Key Responsibilities**:

Maintain ownership of all details and communication throughout the order-to-cash process
- Improve customer satisfaction and loyalty by building strong relationships with customer accounts
- Contribute to a culture of excellent service and teamwork
- Ensure timely fulfillment of domestic orders through effective information exchange and interface with customers, commercial teams, operations planners, worldwide site shipping, and supply chain contacts
- Negotiate commitment dates and enforce business rules with customers for all sales orders
- Manage customer information requests related to order management, such as product availability, SDS, COA, shipment tracking, etc.
- Address customer emergency requirements requiring after-hours support
- Review contracts (customer purchase orders) throughout the entire order processing cycle, ensuring pricing accuracy and communication
- Perform required invoice adjustments and returns of material according to global guidelines, obtaining necessary approvals, and following up with internal/external customers to close complaints within target dates
- Comply with environmental and safety regulations and act in accordance with Mexican laws
- Participate in special projects as required; travel may be involved
- Complete monthly reconciliation activities on time to positively impact monthly sales reporting for all consignment accounts
- Foster good relationships with internal customers
- Adhere to legal and corporate valid regulations related to safety and industrial hygiene
- Collaborate with corporate CRM and ensure creation of new customer accounts within corporate ERP and updates to customer master data (currency, ship-to, payment terms, etc.) as needed
- Review pricing accuracy using applicable ERP/CRM tools
- Complete billing processes for their own orders and ensure customers receive this document for all shipped and received materials
- Act as backup for the CSR performing indent and exports activities when required

**Growth and Learning Opportunities**

This role offers growth and learning opportunities, enabling you to acquire new skills and expertise.

**Requirements**:

Bachelor's degree in Chemical Engineering or International Business
- 2-5 years of experience in Customer Service/Account Management in the chemical industry
- General understanding of Supply Chain Management and its impact on different points of the chain
- Ability to acquire detailed knowledge of specific customers, products, product lines, by specific BU, packing & shipping standards
- Strong understanding of freight terms, payment terms, and pricing terms
- Experience with ERP systems is preferred
- Ability to collaborate with cross-functional teams and work with multiple processes and procedures
- Proficient in using SAP, Google, and Windows programs
- Possess self-starting thinking based on the ability to identify customer problems
- Highly independent worker but requires periodic review with Export Distribution Coordinator and Customer Service Leader
- Ability to analyze customer order patterns to enable continuous improvement of order fulfillment process
- Quick learner with an open mind to changes impacting daily activities
- Specific skills:
- Customer focus
- Problem-solving

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