Customer Experience Representative (99453)
Customer Experience Representative (99453)
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Job Description
propos de Lubrizol
Lubrizol Corporation une socit du groupe Berkshire Hathaway est une entreprise de produits chimiques spcialise dont la science fournit des solutions durables pour faire progresser la mobilit amliorer le bien-tre et la qualit de vie.
Nous apprcions la diversit des parcours professionnels et des expriences de vie. En mettant en place un processus de recrutement cohrent impartial et transparent Lubrizol cherche crer une exprience positive pour les candidats afin que nous puissions apprendre les connatre sous leur meilleur jour. Nous reconnaissons les situations uniques de travail et de vie et offrons une flexibilit qui permet nos employs de se sentir engags et panouis dans tous les aspects de leur vie.
Accountability statement:
Accountable to ensure complete Customer satisfaction by effectively processing accurate orders providing timely and effective communication and being proactive in problem resolution. Ensure orders are entered invoiced and delivered properly by confirming information and instructions of Customer accounts by managing their routine maintenance and clearly communicating and coordinating efforts between Supply Chain teams Finance Sales and Master Data
Summary of Area of Responsibility
The Customer Experience Representative (CER) has a key role in the Supply Chain organization in supporting the business. By delivering an excellent customer service it adds to the value proposition which is highly valued by our commercial team and recognized in the market.
This includes the following areas:
Receipt control and putting customer Purchase orders in SAP
Check material availability in corporation with the plant scheduler
Close communication and follow up with the customer
Follow up on booking of transport in collaboration with the logistics team
Manage customer inventory based on info gathered from customer portal
Handle customer complaints related to our quality of service
Handle sample orders upon request
Close collaboration with account managers
Communication/ Contacts
Internal Reporting line to the Customer Experience Supervisor/Manager.
Typically liaises with: Scheduling Lead and/or Schedulers account managers shared services team Supply Chain Center of Excellence team Commercial Stakeholders Accounts receivable inter regional peers SAP support team
External: customers transport carriers warehouses service providers B2B providers
Essential Role Functions:
Customer service: The Customer Experience Representative is responsible for receiving controlling and entering customer orders in the SAP system. A full ownership of the order to cash cycle including close communication and providing the required information to the customer. A close collaboration with the account manager and accounts receivable partner is required in case of credit blocks.
Order confirmation: The CER will review the available to promise (ATP) based on the requested material quantity and delivery date. Material availability issues are discussed with the Schedulers and in case of need escalated to the CER Supervisor. Based on the material availability decisions the CER informs the customers using the order acknowledgement document.
Delivery creation and batch determination: The CER is accountable for creating the delivery and selecting the appropriate batches based on customer requirement and following company policies. (special specifications minimum Recommended Retest date FIFO )
Invoicing: The CER reviews on a regular basis if all shipped orders are invoiced and takes action in case of blocks. This in support of the month end close activities.
Quality of Service complaint handling (QS): The CER is responsible to register service related complaints in the CRM data base and follow up on the complete investigation corrective action mitigation and resolution of it.
Sample orders: The CER is accountable for dealing with sample requests. The sample orders are entered in SAP and forwarded to our external sample provider for execution.
Skills Qualifications Experience other Requirements:
Bachelor degree in logistics or international trade or previous experience in supply chain organizations with customer focus
Knowledge of international trade techniques and regulations (ex: Incoterms)
Computer Literate
Fluent in English and at least one other European language in addition to mother tongue.
Knowledge of SAP is an asset.
Export experience is an asset
Success Competencies:
Focus on customers
Collaboration (Teamwork)
Results orientation
Planning and Execution
Analysis
Open communication
Prt franchir une nouvelle tape dans votre carrire Postulez ds aujourdhui et faonnons lavenir ensemble !
Cest une priode passionnante pour faire partie de Lubrizol. Lubrizol ne reste pas en place. Nous apprenons et voluons en permanence. Notre passion est lorigine de notre succs - non seulement pour Lubrizol mais aussi pour ceux qui comptent sur nous chaque jour : nos employs nos clients et nos communauts.
Nous nous engageons sans relche travailler de manire sre et responsable en gardant la scurit le dveloppement durable lthique et la conformit au premier plan de tout ce que nous faisons. Le bien-tre de nos employs de nos clients et de nos communauts est primordial dans notre culture et dans la manire dont nous abordons notre travail.
En tant ququipe diversifie et mondiale nous travaillons ensemble pour rsoudre certains des dfis les plus pressants du monde. Nous avons un impact sur la vie quotidienne grce la science que seul Lubrizol peut offrir et nous ne cessons jamais daller de lavant.
Lun des principes fondateurs de Lubrizol Corporation il y a plus de 90 ans tait de traiter chaque employ avec dignit et respect. Cet engagement est encore plus fort aujourdhui.
Plus encore nous nous engageons fournir un environnement o chaque employ peut donner le meilleur de lui-mme indpendamment de son origine ethnique de sa religion de son sexe de son origine nationale de son orientation sexuelle de son identit de genre de son handicap ou de toute autre caractristique.
Required Experience:
Unclear Seniority
Employment Type
Full Time
