IRC96223
The Customer Service Representative is responsible for for
interacting with customers to provide information, support and
problem resolution to inquiries and order status. They will serves
as the customer’s main point of contact for delivery and order
status. The customer service rep maintains proactive communication
and acts on customer inquiries in an efficient and timely manner.
Builds strong partnership internally with production, planning,
logistics and business functions to identify and drive alternatives
to deliver the customer order requirements.
General Responsibilities
• Serves as customers main point of contact related to delivery and
order status for assigned customer portfolio
• Provides guidance to customers about quantities on stock,
required time to produce and deliver. Reviews customer requests
related to production lead–time, assess transportation mode and
service to be used based on customer coverage
• Reviews daily customer demand and validates deviations, also
subject to specific customer needs
• Ensures proactive internal notification of customer delivery risk
following Customer Impact Alert processas well as sending a
proactive external notification to customers on supply risk minimum
1 week prior to the customer order schedule date
• Collaborates on the planning of internal meetings to provide
critical customer account feedback as it relates to minimum
customer production requirements. Update supply coverage overview
based on production plan and customer needs
• Review regularly and assist in the timely resolution of customer
concerns/ claims/ cares on the portals related to the delivery
process
• Executes manual order entry process withing required timeline and
accuracy
• Communicates with customers in the event of inventory
opportunities of supplying orders at an earlier time
• Identifies pull-in opportunities based on specific customer
logistics / flexibility agreements
• Communicates customers first / last shipments from phase in /
phase out material
• Organizes timely reviews and investigations of root cause for
customer short-payments
• Approve / reject chargebacks and submits respective debit /
credit memos, when applicable
• Collaborates with planning and /or logistics teams to ensure
execution of shipments, per customer needs / requests and follow up
with customer needed information
• Collaborates with customers to determine shipping method
Experience / Qualifications
• A university degree required (i.e. Bachelors degree) or
equivalent relevant work experience.
• Must be a team player able to work in a fast-paced environment
with demonstrated ability to handle multiple competing tasks and
demands
• Strong communication skills; oral, written and presentation
• Strong organization, planning and time management skills to
achieve results
• Strong personal and professional ethical values and integrity
• Holds self-accountable to achieving goals and standards
• Proficient in Microsoft Office programs (Outlook, Word,
PowerPoint, and Excel)
• Strong interpersonal & collaboration skills to work
effectively with all levels of the organization including suppliers
and/or external customers
