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 customers 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 leadtime, 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
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