Vacancies Customer Service Representative

Job Purpose

• Provides order-to-cash service support to the organization by verifying the accuracy of order information andprocessing orders in a timely manner to ensure products reach customers on time and in full.
• Has an interactivediscussion with customers to understand their requirements and fulfilling their needs.
• Executes any process changesand/or corrective action identified by key stakeholders to ensure an excellent standard of service and a high level ofcustomer satisfaction are maintained.
• Records customer complaints and responds in accordance with guidelines fromsupervisor

Key Accountabilities

1. Customer Order Service Administration:

• Receive process and follow up orders. Confirm orders in writing.
• Review Outstanding Order Report for pending orders and ensure OTIF is met for all orders.
• Agree on delivery dates documentation transport and packaging matters with customers.
• Send product information to customers (product data material safety data).
• Work with the organizations other regional offices to resolve problems facilitate solutions and enhancecustomer service experience.
• Ensure timely invoicing to customers. Invoices should be sent to customers as soon as proof of delivery has been established or as per agreed incoterms.
• Extremely close communication with other regional customer service teams to ensure orders are fulfilled as per agreed timelines
• Prepare the lab requests to R&D for sample request from clients. Follow-up on their processing.
• Divert customer complaints to Technical Support and arranges products returns from customers
• Administrate and file customer complaints.
• Archiving of all COS related documentation in a proper and timely manner.
• Ensures customer orders comply with any defined local authority matrices.
• Ensure correct order maintenance for OTIF reporting.
• Ensure all customers & orders documentation is properly filed and desks are clear of any unnecessarypaperwork.

2. Connect with warehouse & logistics team:

• Extremely close communication with regional as well as local production as well as planning teams toensure strict timelines are met.
• Serve as communication link between external customers and internal local and regional stakeholders.
• Prepare picking lists for dispatches and liaise with warehouse staff.
• Prepare daily dispatch requests for the warehouse / logistics team.
• Ensure that delivery dates transport and packaging matters are agreed with customers

3. Invoicing & OWC management:

• Create and verify invoices debit/credit notes and rebate agreements (where relevant).
• Improve OWC in cooperation with Sales Manager Credit Control and customers.
• Ensure correct date maintenance for orders to improve OWC. Special emphasis on bulk orders.
• Ensure minimum numbers of orders are processed which require manual input of prices into system..
• Ensure timely invoicing in system basis to ensure no pending invoices

4. Customer Communication & Sales related activities:

• Answers customer inquiries/communications as required.
• Ensure that all orders are processed on time with order acknowledgements sent to customers
• Serve as communication link between external customers and internal stakeholders
• Write internal and external correspondence according to instructions of the COS Manager and Sales Manager
• Contribute as a checker function to ensure quotations and customers contracts comply with any locallydefined authority matrices

Key Accountabilities (Continued)

5. Maintenance of Process Flowcharts & SOPs:

• Contributes to the development and maintenance of standards policies and procedures regardingcustomer service.
• Regularly provides feedback on the soundness and effectiveness of the customer service departmentspolicies and procedures.
• Based on feedback gathered from ERP users proposes and implements approved improvements in theservice & distribution process flow.

6. Reporting:

• OTIF Reason Code maintenance and OTIF Reporting.
• Outstanding Order Report.
• Standard reporting on a daily/weekly/monthly basis on COS activities in line with defined KPIs.

7. Compliance:

• Adheres to all corporate policies guidelines and statutory requirements and recommends to (senior)management adoption and/or changes to policies and guidelines to reflect circumstances within thecustomer service area
• Is familiar with the applicable corporate & site policies/procedures with regard to personal conduct andHSE standards and acting in compliance with all applicable regulations

8. Cover for colleagues:

• Provide vacation cover for other COS colleagues in other businesses

Experience

• At least2-3 years progressive customer service experiencerequired with strong ERP experience(preferably SAP)
• Bachelor degree in relevant discipline.
• This role requires an individual who isfluent in written and spoken Englishwho isnumerate able to managecomplex data operationally and service focused has goodERPexperience(preferably SAP) and is a goodcommunicator.
• Must be able to work well under pressure and adhere to strict deadlines be able to multitask and have goodinterpersonal and communication skills. Must be able to work well in a team environment.
• Good MS Office (Excel / Word / PowerPoint).
• Good customer service and negotiation skills.
• Able to manage time and prioritize activities effectively. Must be able to execute tasks quickly and efficiently.
• Knowledge of ERP systems and Order to cash processes in a business to business environment.
• Sound understanding of other functional areas: sales supply chain marketing and logistics.