Customer Service Associate

1 week ago

Freeport New York, United States Celanese International Corporation Full time

Responsabilidades:

Position Summary:
Main contact for internal stakeholder and external account customers

Responsible for complete order fulfillment within the order-to-cash process to ensure best in class customer satisfaction and KPIs/Metrics expectations

Order-to-cash includes owning the order from start to finish of order lifecycle

Order entry

Order management

Problem solving

Administration

Registration of new customers and master data maintenance

After order sales services (e.g. complaint handling)

Areas of Responsibility:
Enter and manage purchase orders and delivery schedules in SAP system

Monitor and check order placement (EDI/Manual Orders/ ...)

Manage price accuracy in orders

Process billing or quality related order adjustments (e.g. returns, credit/debits notes)

Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio

Daily monitoring and management of orders in Order Cockpit Dashboard, to ensure orders are progressing as expected

Prioritize and manage urgent escalations and provide timely and effective solutions to customers

Manage customer complaints and ensure timely resolution and response.

Collaborate and Communicate daily with other internal stakeholders.

Provide customers with requested regulatory, certificates, & declarations documentation.

Ownership of attending trainings, meetings and applying knowledge learned.

Follow established policies to ensure adherence to order process flow.

Adhere to company business rules and processes.

Consistent proactive communication of order status with customers to build and maintain trustful relationships.

Actively gain knowledge of company products and services.

Communicate to customers via Salesforce (CMS) to log, track, and maintain daily communications of cases.

Meet/exceed monthly KPI metrics and objectives.

Competencias:

Requirements:
Ability to work in a global fast paced and complex environment

Bachelor's degree or equivalent experience

Microsoft-Office skills proficient

Being flexible and adaptable to change

Critical Thinking and Problem-Solving Skills

Ability to build relationships

Ability to work well in a team environment

Customer - focused mindset

Good communication skills - verbal, written, and listening

Attention to detail

Ability to multitask

Effective Time Management

Positive, Empathetic, and Friendly attitude

Accountable, Responsible, Engaged and Resourceful Person and Team Player

SAP/Salesforce knowledge is an advantage

Customer Service Order Management experience is an advantage

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