Customer Service

7 months ago

Oldbury, United Kingdom Solvay Full time

Solvay is a science company whose technologies bring benefits to many aspects of daily life. Our purpose—we bond people, ideas and elements to reinvent progress—is a call to go beyond, to reinvent future forms of progress and create sustainable shared value for all through the power of science. In a world facing an ever-growing population and quest for resources, we aim to be the driving force triggering the next breakthroughs to enable humanity to advance while protecting the planet we all share.

We bond with customers and partners to address today and tomorrow’s megatrends. As a global leader in Materials, Chemicals and Solutions, Solvay brings advancements in planes, cars, batteries, smart and medical devices, water and air treatment, to solve critical industrial, social and environmental challenges. You can count on our innovative solutions to contribute to safer, cleaner and more sustainable future.

**Role Overview**

**We are looking for a Customer Service Representative**:

- Forms part of the Customer Services Team. Sits at the edge of both Commercial and Supply Chain organizations.
- Manages and supports a specified portfolio of customers ( specifically in the MEA - Middle East Africa region)) for which he/she ensures that customer orders are accurately presented to the company first time, every time. In depth understanding of customer’s needs and guides requests through Solvay organisation.
- The CSR forms part of a team and as such, is an active Team Member, supporting team colleagues whenever necessary.

**We can count on you for**:

- Manages the communication between the Plant and the customer once orders have been received from the customer.
- Close contact with the Commercial Teams and Account managers - based in various different geographical locations
- Takes decisions to escalate when required to do so.
- Ensures Master data information for all customers is accurate at all times.
- Special requests from customers are managed in conjunction with the Supply Chain Team and Account Managers. Decisions are taken whether to implement requests or not.
- Management of customer’s order book through to accurate invoice payment; excellent understanding of customer’s requirements.
- Supports Shared Business Services /Complaint Management with credit/debit/rebates.
- Manages and takes accountability for customers KPI’s - is able to report, and take decisions to drive improved customer results.
- Takes decisions to drive customer improvements and satisfaction.
- Works closely with the Plants (Site Liaisons, Planning, Quality, Labs, Logistics and Order Fulfilment teams)
- Administers all orders ensuring only accurate data is transposed into the ERP system(SAP) and other Customer Service Tools eg CRM Sales Force.
- Able to discuss any necessary order changes with customers directly prior to input.
- Handles and downloads/uploading needed to manage customers portals.
- Responds in customer portals in a timely manner to ensure any customer KPI’s are met and satisfied.
- Ensures all documents are properly located in the correct drives for further inspection or for audit related purposes.
- Ensures pricing is accurate at all times, working closely with the Pricing and Data Management Teams.
- Liaises with the Pricing Team when pricing needs to be amended.
- Able to use conversion rates and understands various UOM for order accuracy and shipments.
- Manages outstanding payments due to inaccurate data, and regular follow ups with the customer and cash collection teams
- Implements credits/debits/rebates, working closely with Complaints Management teams.
- Has an excellent knowledge of our compliance obligations and initiates the need for export licenses as and when needed.
- Ensures all due diligence is carried out for compliance prior to data entry.
- This position requires a high degree of proficiency in organizational skills to handle detailed information and the timely processing of the information to ensure customer satisfaction.

**You will bring**:

- Working knowledge and understanding of ERP systems to extract relevant data to support customers.
- Prior experience in a manufacturing environment, ideally with knowledge of government and industry quality system requirements, customer and internal terms and conditions, contract administration.
- Deep knowledge and understanding of the business processes and systems.
- Broad knowledge of the business and customer base.
- Demonstrates the ability to make sound business decisions that support customers’ requirements while complying with documented guideline and policies.
- Demonstrates the ability to solve customer problems in a changing environment without completely defined process steps for success.
- Team player with excellent negotiation and diplomacy skills both with internal and external customers in order to accomplish tasks.
- Good independent judgment. Is able to communicate well and possess customer focus.
- Be knowledgeable o

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