This position is responsible for delivering customer service by managing the order fulfillment process supporting the Order to Cash process. Interacts closely with the Scheduler(s), Operations and the commercial team to respond to enquiries internally and externally with regard to scheduling, raw material inventory, and shipments.

The customer service representative will engage with and develop relationships with their customers and be focused on providing best in class customer service whilst balancing the company’s policy’s and business needs. Supports the SOP forecasting process by acquiring forecasts from customers.

Duties/Responsibilities:

• Primary order fulfillment
• Customer service contact for assigned customers and partner to Business Development Team

• Create, update, modify orders in the ERP and respective customer systems as required
• Compile and communicate accurate and timely information to both internal and external customers, as required.
• Proactively participate in daily planning meetings, and other meetings as required
• Facilitate requests for product samples and maintain follow up tracking process.
• Provide documentation (SDS, CofA, etc) to customers, as required or requested
• Collects data and prepares reports on customer and departmental for input into KPI’s as required.
• Invoicing and month-end close, while enforcing applicable standards, policies, and procedures in regard to pricing
• Supports the customer complaints procedure and other policies and processes.
• Special projects, as assigned

• Review: Open Order book regularly/daily to ensure there are no orders in the past, orders without dates, pricing errors, and no issues v/s production dates
• Create and maintain accurate customer master data
• Ensure accurate pricing flows to the orders and facilitate updates as required, ensuring final dispatch invoices are accurate and timely. Price accuracy is critical.
• Post dispatch, ensure additional charges such as demurrage are entered and invoice re-triggered.

• Build strong customer relationships to meet and exceed sales targets
• Share market intelligence / customer information with relevant stakeholders.
• Proactively communicate with assigned customers regarding future holidays/plant closures etc to ensure orders processed in advance where necessary.
• Proactively engage with the customers via phone in relation to topics such as forecasts, orders and samples etc
• Contribute to the SOP process by providing customer forecasts.
• Participate in weekly and monthly meetings with key customers as required.

• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Line Manager.
• Ensure all required documentation is filed appropriately for future inspection/audit.

• Performs other related duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Knowledge of customer service procedures and principles.
• Good understanding of Supply Chain Principles and Practices.
• High attention to detail and strong organizational skills with the ability to prioritize heavy workload and multi-task in a time sensitive environment.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Proficient in Microsoft Office Suite or related software.
• IFS experience is desirable
• Must be able to work in a team environment as well as function independently
• Experience with chemicals and dangerous goods handling is desirable

Benefits

Competitive salary with bonus scheme
Pension
Life Assurance
25 Days Holiday + Statutory
Employee Assistance Program
On Site Free Parking