Customer Service Representative

hace 4 semanas

Xico, México Solvay A tiempo completo
Job Description

Solvay is a science company that brings benefits to various aspects of daily life. Our purpose is to bond people, ideas, and elements to reinvent progress. We aim to be the driving force behind the next breakthroughs to enable humanity to advance while protecting the planet.

We bond 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 and medical devices, water and air treatment, to solve critical industrial, social, and environmental challenges.

Key Responsibilities:

  • Maintain ownership of all details and communication throughout the order to cash process
  • Negotiate commitment dates and enforcement of business rules with customers
  • Improve customer satisfaction and loyalty by building strong relationships with customer accounts
  • Ensure fulfillment of domestic orders through effective information exchange and daily interface with customers, commercial team, operations planners, worldwide site shipping, and supply chain contacts
  • Manage customer emergency requirements that may require after-hours support
  • Carry out contract review throughout the entire order processing cycle ensuring pricing accuracy per documented price deviation and communication
  • Perform any required invoice adjustments/return of material as per global guidelines, obtaining and documenting all necessary approvals and doing any necessary follow-up with internal/external customers to ensure the complaint cycle closes within target dates
  • Follow all environmental and safety regulations, related to the business sector, and act in compliance with all Mexican laws
  • Manage or participate in special projects as required; travel may be required
  • Ensure appropriate monthly reconciliation activities are completed on a timely basis to positively impact monthly sales reporting for all consignment accounts
  • Build and maintain good relationships with internal customers
  • Comply with legal and corporate valid regulations related to safety and industrial hygiene
  • Work with corporate CRM and ensure the creation of new customer accounts within corporate ERP and changes on its customer master data (currency, ship-to, payment terms, etc.) as needed
  • Review pricing accuracy through applicable ERP/CRM app
  • Complete the billing process of their own orders and ensure that customers receive this document for all the material shipped and received by them
  • Act as a back-up of the CSR that performs indent and exports activities as required

Requirements:

  • Bachelor's degree in Chemical Engineering or International Business
  • 2-5 years of Customer Service/Account management experience in the chemical industry
  • General understanding of Supply Chain Management and the impact that different order activities and changes have upon the 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 an ERP system is preferred
  • Ability to liaison with other cross-functional teams of the Supply Chain and work with multiple processes and procedures
  • Ability to use SAP, Google, and Windows programs
  • Possess a high level of 'self-starting' thinking based on the ability to 'hear' customer problems
  • Highly independent worker, but requires periodic review with Export Distribution Coordinator and Customer Service Leader
  • Ability to recognize, analyze, and offer solutions to customer problems or involve the necessary people to ensure the problem is properly resolved
  • Ability to analyze customer order patterns to enable continuous improvement of order fulfillment process
  • Quick learner and have the ability to keep an open mind to changes that may impact daily activities

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