![Elementis Global](https://media.trabajo.org/img/noimg.jpg)
Customer Service Representative
1 semana atrás
Elementis is a global specialty chemical company, with 1,300 employees operating 17 manufacturing sites across the globe. At Elementis, we bring a distinctive combination of expertise, innovation, and teamwork to every formulation challenge.
We create high-value specialty additives that enhance the performance of our customers' products and make a positive change in the world.
Combining our leading positions in the science of materials flow, surface modification, and formulation with access to unique natural materials, Elementis delivers unique chemistry, sustainable solutions to customers in a wide range of markets, including cosmetics, anti-perspirants, decorative and industrial coatings, automotive and ceramics.
Job Description Summary
Elementis Customer Service Representatives (CSRs) focus on delivering effective customer service, meeting SLAs, and collaborating with cross-functional teams and Sales Representatives.
CSRs work closely with Customer Service management to implement and monitor standards and KPI metrics, supporting customers in the Americas and/or Europe.
Job Description:
Position in Organization
Reports to:
Customer Service Team Lead
Direct Reports:
Not applicable
Department:
Customer Service
Responsibilities:
Customer Order Processing and Management- Process all assigned/shared customer orders efficiently (standard sales orders, consignment replenishment/release, reconciliation and billing)- Liaise with Supply Planning or propose alternative arrangements with customers regarding materials and delivery dates- Monitor supply and demand to ensure availability for production and distribution to customers
Communication and Issue Resolution:
- Route and process incoming calls on ACD (Automatic Call Distribution) line
- Monitor and manage group mailbox distribution
- Escalate critical availability issues to relevant teams and managers
Financial Management and Documentation:
- Collaborate with the credit department to investigate past due invoices and resolve accounts receivable and credit hold issues
- Ensure timely release and accuracy of invoices, debit, and credit notes in the ERP ordertocash model
Continuous Improvement and Goal Achievement:
- Actively contribute to the continuous improvement of administrative systems and processes
- Participate in achieving organisational and departmental goals
Decision making
In line with strategic direction from customer service management, you will be expected to deliver on customer needs and take appropriate action to act on within defined standards, policies and procedures.
On a day-to-day basis, you will deal autonomously to escalate relevant queries, issues or activities where necessary and to provide excellent outcomes for customers.
Additional Job DescriptionJob Competencies- Customer focus: Building strong customer relationships and delivering customer-centric solutions- Collaborates: Adept at building partnerships and working collaboratively with others to meet shared objectives
- Situational adaptability:
- Ensures accountability:
- Communicates effectively:
Technical Knowledge and Skills- Communication Skills: Ability to effectively communicate with a range of stakeholders, from customers and key accounts to internal teams, fostering effective team working relationships
- Problem Solving:
- Customer Service:
Position Requirements- Education: Associate degree, Bachelor's degree preferred- Experience: Experience of working within a customer-serviced related role required- IT Skills: JDE, Microsoft office suite, Powerpoint, Excel & Word- Language Skills: Fluent in English- Working arrangements: Minimum 3 days per week in the office- Traveling required: This role will based at our Porto Centre.
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