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Customer Support Associate

2 months ago

Alpharetta, United States Solvay Full time

Position Overview:

The Customer Service Representative (CSR) plays a vital role within the Customer Services Team, situated in the North American Customer Service Hub of the Supply Chain organization. This position involves extensive interaction with customers, focusing on problem-solving and order management.

Key Responsibilities:

  • Develop and maintain comprehensive knowledge of GBU products and customer needs.
  • Understand the Order-to-Cash process and utilize systems such as SalesForce and SAP effectively.
  • Stay updated on relevant regional laws and regulations.
  • Process customer orders accurately, including invoicing and compliance checks.
  • Verify and update commercial information with clients.
  • Ensure the proper execution of customer orders and manage returns efficiently.
  • Maintain customer-related master data within SAP.
  • Collaborate with internal departments to address customer demands.
  • Enhance customer satisfaction through effective communication and support.
  • Assist in resolving complaints and initiating the tracking process.
  • Provide necessary information to customers and support Account Managers in their interactions.
  • Contribute positively to the company's image and customer experience.
  • Support inventory management for satellite warehouses under vendor-managed inventory procedures.
  • Offer backup support to fellow CSRs to ensure continuity of service.

Collaboration:

The CSR interacts with various functional groups to fulfill customer requirements, including:

  • Supply Chain Planning
  • Manufacturing Site Supply Chain
  • Account Managers
  • Product Managers
  • Regional Logistics
  • Credit Department
  • Regulatory Affairs and Product Stewardship
  • Quality Assurance

Qualifications:

To be successful in this role, candidates should possess:

  • A minimum of 3 years of customer service experience in a manufacturing context.
  • A BS/BA degree is preferred.
  • Strong verbal and written communication skills, with the ability to convey information clearly and diplomatically.
  • Proficient problem-solving abilities and a knack for identifying issues.
  • Excellent interpersonal skills to maintain a professional atmosphere.
  • Familiarity with accounting and credit principles.
  • Strong organizational skills, capable of managing multiple responsibilities efficiently.
  • Proficiency in computer applications, including Google products, SalesForce, and SAP.
  • Experience in the Plastics/Polymers or Manufacturing sectors is advantageous.
  • Cultural awareness and sensitivity to work effectively in an international business environment.
  • Team-oriented mindset, willing to take on additional responsibilities as needed.

This role is essential for ensuring customer satisfaction and operational efficiency within Solvay's dynamic environment.