Customer Services Representative

Customer Services Representative **About Us** Mitsubishi Chemical Group Corporation is a speciality materials provider with an unwavering commitment to forging innovative solutions. We possess extensive expertise and leadership in material science within the core market segments of Mobility, Digital, Food and Healthcare. By providing advanced chemistry-based solutions our 70,000 employees enable industry transformation, develop technological advancements, and create more fruitful lives for the global population. **Role Summary** We are looking for a Customer Service Representative to join our Newton Aycliffe team. As part of the Commercial Team, you will be processing sales orders and ensuring delivery requirements and customs legislation are met. You'll also manage invoicing and provide management information on orders to support the wider team. With proven customer service experience, preferably gained within a manufacturing environment, you will be working effectively with customers worldwide, including Europe. **Responsibilities** - **Efficient Order Processing**: Handle all sales orders from receipt to delivery, ensuring timely and accurate documentation. Collaborate with logistics to meet customer agreements, and promptly inform customers of any changes. - **Invoicing & Payments**: Manage customer invoicing, ensuring orders are invoiced on time and month-end processes are completed to support cash flow. Generate credits or debits for any charges linked to sales orders. - **Customer Collaboration**: Work with the sales team to understand customer needs, building strong relationships. Monitor monthly sales vs. forecasts and discuss progress weekly. - **Issue Reporting**: Log and report customer complaints or non-conformances, ensuring prompt investigations and solutions. Escalate repeat issues and offer proactive solutions. - **Compliance Knowledge**: Ensure order processes comply with HM Customs & Excise requirements. Raise any concerns with the appropriate teams to ensure compliance with internal and external procedures. - **Cost Control**: Understand market routes for all customers. Monitor and minimize extra freight costs, recovering any additional charges from customers when possible. - **Data Management**: Maintain accurate SAP customer data and keep all contact details updated in the CRM system. **What We Are Looking For** - **Experience**: Experience in order processing, especially in the manufacturing industry, is preferred. - **Communication Skills**: Strong interpersonal and communication skills to build good relationships with both internal and external customers. - **Attention to Detail**: High standards in accuracy, process compliance, and documentation, especially regarding customs and VAT regulations. - **Technical Skills**: Proficient in SAP, Outlook, Microsoft Office, and comfortable using CRM tools. - **Self-Management**: Highly organised, flexible, and able to manage changing business and customer needs. **Qualifications** - Experience of SAP SD is preferable. - A-Level or equivalent education required; knowledge of a European foreign language is a plus. **Benefits** - A competitive remuneration package. - Pension contribution matched plus 2% (maximum 10% employee contribution). - Life assurance (4x salary). - Option to join private healthcare with the choice to add your family. - Employee Assistance Programme. **What Could You Expect?** Our corporate culture is based on the values of integrity, respect, bravery, collaboration, and persistence, we call it "Our Way". With our approach, together we can shape a more sustainable, progressive and brighter version of the world. We believe in the power of people with diverse values, viewpoints, and expertise. Our aim is the wellbeing of people and the planet - a concept we call KAITEKI. We are committed to creating an inclusive and diverse environment.