Customer Service Representative

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 DescriptionResponsibilitiesCustomer Order Processing and ManagementProcess 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 datesMonitor supply and demand to ensure availability for production and distribution to customersCommunication and Issue Resolution:Route and process incoming calls on ACD (Automatic Call Distribution) lineMonitor and manage group mailbox distributionEscalate critical availability issues to relevant teams and managersFinancial Management and Documentation:Collaborate with the credit department to investigate past due invoices and resolve accounts receivable and credit hold issuesEnsure timely release and accuracy of invoices, debit, and credit notes in the ERP order-to-cash modelContinuous Improvement and Goal Achievement:Actively contribute to the continuous improvement of administrative systems and processesParticipate in achieving organisational and departmental goalsCustomer Relations and ProfessionalismMaintain a high level of professionalism and positive rapport with every customerSupport uninterrupted customer service support and experience by providing account coverage and back up during absences.Job CompetenciesCustomer 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.Additional Job DescriptionTechnical Knowledge and SkillsCommunication 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 processesPosition RequirementsEducation: 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: All work performed on site at Porto CentreTraveling 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