Order Processor

Job Title: Contract Customer Service Rep

Location: 11501 Steele Creek Road, Charlotte, NC 28273

Duration: 12 Months

Shift: M-F: 8AM-5PM

Summary

• Manage customer service through the order fulfillment process.
• The role is responsible for ensuring that internal and external customers have a positive experience that meets or exceed their expectation while adhering to core business metrics.
• 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.
• Experience = 0-3 years

Responsibilities

• Receives, processes, and follows up on customer orders in SAP and provide a response to external and internal customer inquiries. Internal customers such as the sales team, planning, logistics, credit, controlling, marketing and quality. 50%
• Verifies order parameters such as availability, specifications, pricing, delivery options, etc., and directly initiates the necessary actions required to resolve any differences between the customer’s requirements and BASF’s ability to satisfy them 15%
• Prepares reports and maintains key business tracking information during the season. 15%
• Process Non-Conformance in SAP. Tracks complaints and identifies opportunities for corrective and preventive actions
• Nature and Scope – Provide the job context and a better understanding of the job’s purpose and principal responsibilities by describing the following:
• Business environment (market/external conditions/challenges the job faces on a regular basis):
• This position interacts with multiple disciplines internally – planning, sales, marketing, and logistics as well as managing multiple systems and multiple customer organizations. This position also interacts with many different customers.
• Level of Autonomy/Decision-Making Responsibility:
• This position receives general business and strategic guidance from their direct supervisor and has input into operational strategies. Customer services do have access to a number of solutions however decision-making will require creative solutions given the complexity of each customer.
• Internal and external relationships (other than the supervisor, what other positions does this job interact with and why):
• Planning Team – to better understand product availability
• Credit Manager – to understand the timing on releasing orders when customers are stretched on their credit limits
• Sales – to ensure orders are placed to match appropriate monthly sales phasing targets
• Retail Connect Team – to ensure Retail Connect customers are placing orders to match month-phasing targets
• Logistics- to ensure orders will be processed and managed according to the customer’s requests

Qualification:

• SAP experience required
• Medium or advance excel
• A certificate or diploma in Business Administration or Marketing. With at least 2 years of experience in a business or customer service-related position.
• Computer proficiency and ability to handle multiple Microsoft programs –
• Strong analytical and reporting skills to support the sales and accounts teams
• Effective problem-solving skills
• Strong written and verbal skills
• Ability to set priorities and make decisions in a dynamic work environment as required
• Strong teamwork skills