Customer Care Representative Ii

Customer Care Representative II

JOB-10040984

Anticipated Start Date

March 18, 2024

Location

Research Triangle Park, NC

Type of Employment

Contract Hire

Employer Info

Building a sustainable future through chemistry is our client’s mission. Using their global footprint, they focus on social responsibility, innovation, sustainability, and environmental protection. Thanks to their expertise, they contribute to an enhanced quality of life for everyone.

Job Summary

For those interested in Customer Care Representative role, then this is the perfect job for you. The qualified candidate will be responsible for the management of customer orders through the entire order fulfillment process. The Customer Care Representative will ensure complete customer satisfaction through timely, thorough follow through, keeping the customer appraised of their account status. The Customer Care Representative will function in a team environment while retaining the ability to empower themselves to perform their specific job functions and make decisions that are in the best interests of the customer and BASF. Additional responsibilities include but are not limited to: Assisting in the resolution of outstanding credit issues, non-conformances, and various supply chain related projects. This position will interface with various functions within the business: Marketing, Sales, and Logistics, at all levels of the organization.

Job Description

• As the Customer Service Representative, you'll be responsible for the entire order fulfillment process for assigned channel partners. The order fulfillment process includes order entry, issue resolution, shipping, and invoicing. You will proactively take necessary action to remove obstacles between customer's requirements and BASF's ability to satisfy them while making decisions within established guidelines. The successful candidate will build strong relationships with channel partners and seek ways to improve their customer experience.
• Effectively and efficiently manage order to cash process activities such as expediting, basic returns, back-order monitoring, sample and zero-dollar orders, consignment order process, and removing obstacles that may impact customer requirements and BASF’s ability to satisfy them.
• Execute Customer Non-Conformance process including investigation and reporting.
• Complete material availability inquiries and price discrepancy reporting.
• Contribute directly to supply chain initiatives of Days Sales Outstanding (DSO), including managing slow moving or aged inventory reduction via direct interaction with sales/product management and customers.
• Provide consistent quality service and act as a liaison for customers and external service providers.
• Understand and enforce stated business rules and raise awareness to situations where a resolution requires cross functional coordination.
• Effectively manage more complex projects and timelines for Customer Service including organizing clear key deliverables, establishing and meeting deadlines, action item management and resolution, information sharing with stake holders, decision making, collaboration and final presentation.

Skills Required

• This is an analytical role with heavy multitasking required. As a Customer Care Representative, the incumbent will use SAP and MS Excel very heavily to manage multiple processing priorities pertaining to customer orders and financial information within BASF processing software.
• Experienced professional position requiring a strong understanding of Order to Cash, Invoicing and Reconciliation process.
• Experience using SAP order to cash modules including invoicing is preferred.
• Demonstrated ability to work independently and offer solutions to moderately complex problems.
• Demonstrated ability of taking initiative for process improvement and the ability to understand the impact of your work on the broader business.
• Computer proficiency with the Microsoft Office suite of products (Excel/Word) and web-based applications intermediate level of competence with Excel.
• Experience interacting with customers in a helpful and friendly manner to understand.

Education/Training/Certifications

• A bachelor’s with 5 years of progressive experience in a related field is preferred (not required).

Additional Requirements

• Work Schedule: Monday- Friday 8a-5pm
• Position will be hybrid after candidate has completed training.

Pay Rate

• Starting at $29.00 per hour and more depending on experience.
• We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.