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Form of workJob Description
Job Summary
We’re looking for a Customer Service Representative to be an integral part of our North America Customer Service team. In this role, you’ll collaborate with stakeholders across the company, including sales, product management, and supply chain to ensure seamless customer support and enhance business tool capabilities within the SAP and CRM platforms. Join us and make a significant impact on our customer’s experience.
This position will report to the Global Sales Director.
The Customer Service Representative will have the following responsibilities:
We’re looking for a Customer Service Representative to be an integral part of our North America Customer Service team. In this role, you’ll collaborate with stakeholders across the company, including sales, product management, and supply chain to ensure seamless customer support and enhance business tool capabilities within the SAP and CRM platforms. Join us and make a significant impact on our customer’s experience.
This position will report to the Global Sales Director.
The Customer Service Representative will have the following responsibilities:
- Oversee the entire Order-to-Cash process, including maintaining customer master data, processing customer orders and billing, distributing documents to customers, and managing credit management and collection activities.
- Cultivate and maintain strong relationships with customers to ensure satisfaction and loyalty.
- Monitor orders from placement to delivery, collaborating with Supply Chain and site teams as necessary.
- Proactively investigate and address customer complaints, initiating investigations when needed and following up on invoice and accounts receivable disputes.
- Ensure compliance with internal control requirements while managing desk operations.
- Provide relevant information and feedback to the sales team based on customer input.
- Be the initial contact for incoming sales leads, cultivate lead relationships and proactively engage leads to generate sales opportunities.
- Collaborate closely with account managers to coordinate efforts and provide seamless support to customers.
- Acts as a liaison between the Customer Service department and other divisions in the company.
- Fulfill any additional finance or accounting requirements as needed.
- Actively participate in and drive optimization initiatives aimed at streamlining work processes and enhancing the customer experience.
- Assists in development and implementation of methods to record, assess, and analyze customer feedback.
- Contribute to initiatives focused on improving business processes and tools platforms.
- Establishes service levels and requirements for the department.
- Performs other related duties as assigned.
Education and Experience:
• At least five years of related experience required, with prior management experience highly preferred.
• Associate degree in Business Administration, Marketing or a related field. Bachelor’s degree preferred.
• Minimum 5 years of experience utilizing SAP S/4HANA for order management and Customer Service functions in chemical manufacturing or other related industry.
• Experience in order management and customer relationship management.
• Sales support experience.
• CRM system experience preferred.
Required Skills/Abilities:
• Excellent verbal and written communication skills.
• Excellent interpersonal and Customer Service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong ability to collaborate effectively with cross-functional teams.
• Proficient with Microsoft Office Suite
• At least five years of related experience required, with prior management experience highly preferred.
• Associate degree in Business Administration, Marketing or a related field. Bachelor’s degree preferred.
• Minimum 5 years of experience utilizing SAP S/4HANA for order management and Customer Service functions in chemical manufacturing or other related industry.
• Experience in order management and customer relationship management.
• Sales support experience.
• CRM system experience preferred.
Required Skills/Abilities:
• Excellent verbal and written communication skills.
• Excellent interpersonal and Customer Service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong ability to collaborate effectively with cross-functional teams.
• Proficient with Microsoft Office Suite
We offer competitive benefits including health, vision, dental and other voluntary benefits, a 401k retirement plan, and paid time off (PTO).
