Customer Service Representative

5 days ago

Cambridge, United Kingdom Corteva Full time

**Description**:
Corteva Agriscience, the world's first dedicated agriculture start-up, serves to enrich the lives of those who produce and those who consume, ensuring progress for generations to come. Our employees fulfill this purpose everyday by building/participating in an inclusive culture where we encourage each other to stay curious, think differently, act boldly and do what's right for our customers, our co-workers, our partners and our planet. With over 20,000 team members from 130 countries, innovating in 140 world class R&D facilities, we have the resources, leadership heritage and partner ecosystem to make a meaningful impact now and into the future.**#GrowWhatMatters**

**We're hiring for a Customer Service Representative for United Kingdom and Ireland.**

The Customer Service Representative (CSR) provides exemplary customer service and support to customers by being able to proactively navigate and diagnose customer needs and respond using a wide and dynamic base of information and resources.

The CSR interfaces with customers and coordinates with multiple business and functional partners to deliver exceptional service to customers and contributes to business success. The CSR manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives to the customer at the correct time, with the correct product, with the correct equipment and correct paperwork. In the event of a service failure, the CSR initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected that the CSR knows what it takes to go above and beyond the daily calls from customers; to build and maintain customer loyalty and confidence.

**Key Responsibilities**
- Customer account management: Coordinate prepare to do business process to have customer account set up and ready for the first order. Handle customer account updated in case of merge, change in customer structure etc
- Order Management: preparation of the season, get appropriate e-commerce tool updated, gather the price from commercial and coordinate the approval step and price entry.
- Handles routine and non-routine customer order activities, including maintenance of e-commerce system, managing customer demand, following up on samples, complex order entry (i.e export) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.
- The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products. This requires the ability to multi-task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.
- Customer account management: manages customer account in collaboration with Sales, ensure accounting transactions related to invoicing as creation of debit or credit notes, rebates in compliance with the commercial policy and processes and with appropriate Delegation of Authorities.
- Understand the month end and monthly Sarbane and Oxley control and keep and store the evidences for audit purpose.
- Reporting, Metrics, Audits: supports Sales and overall Business by providing appropriate Customer, Sales, Inventory, Warehouse reports; tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-in-Full; regularly obtains customer feedback to continuously improve service delivery.

**Scope**

United Kingdom and Ireland, Customers and/or business partners

**Supervise**

Reports to Customer Service team Lead

**Key Stakeholders and Interactions**
- Internal: CS TL or CS Lead, Sales Representatives, Supply Chain Scheduler, Supply Chain Replenishment Planner, Credit Manager, CS SME
- External: Customers, Distribution Warehouses, Carriers, auditors

**Key scorecard**
- Exceed customer expectations through successful customer relationships and first-call issue resolution
- Proactive order management and issue resolution
- Comply with internal and external control requirements
- On Time Delivery / Invoice accuracy / Customer Satisfaction

LI-NM1 #LI-Hybrid

**Qualifications**:** Here is what we are looking for**:

- Professional experience in the field of customer service, order processing or logistics/supply
- Very good KNOWLEDGE of MS Office (especially Excel, Teams, SharePoint)
- Fluent in English
- Team player
- Structured and detail oriented
- Customer-oriented thinking and acting

**Who Are We Looking For?**
- Curious, bold thinkers who want to grow their careers and be part of a winning team
- Market shaping individuals who want to transform the agriculture industry to meet the world's growing need for food
- Collaborators who thrive in a diverse, inclusive work environment
- Innovators who bring initiative and

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