Customer Service Representative

About Us

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. They excel in OTC processes, complaint handling, pricing resolution, customer interaction, and account maintenance. The role involves managing multiple accounts, ensuring timely deliveries, and maintaining compliance with business policies and audit schedules. 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 order-to-cash model

Continuous Improvement and Goal Achievement:
- Actively contribute to the continuous improvement of administrative systems and processes- Participate in achieving organisational and departmental goals

Customer Relations and Professionalism- Maintain a high level of professionalism and positive rapport with every customer- Support uninterrupted customer service support and experience by providing account coverage and back up during absences

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 Description

Job 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: Ability to adapt approach and demeanor in real time to match the shifting demands of different situations, working well across multiple cultures and regional requirements.- Ensures accountability: Holding oneself and others accountable for meeting commitments.- Communicates effectively: able to communicate broadly across functions ad, using multiple modes to adapt to differing situations and customer needs.

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: Ability to deal and respond to a range of problems or activities as they arise, supporting customers with professionalism and principles aligned to our values at Elementis.- Customer Service: Expertise and strong customer service kills, with an understanding or key customer service principles and processes

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. There may be, however, an occasion where you may be asked to visit other Elementis sites