Customer Service Representative

23 hours ago

Greenville, Texas, United States Solvay Full time

Job Title: Customer Service Representative

Job Summary:

Solvay is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, ensuring their needs are met and exceeded.

Key Responsibilities:

  • Manage and support a portfolio of customers, understanding their needs and providing solutions to meet their requirements.
  • Process and maintain customer orders in a responsive and thorough manner, ensuring accurate and timely delivery.
  • Guide customer requests through our organization, ensuring fast and satisfactory turn-around.
  • Own communication between the organization and the customer, serving as the Single Point of Contact (SPOC) for Customer Service.
  • Manage special customer requests in conjunction with the Supply Chain Team and Product Managers.
  • Manage customer order books through to accurate invoice payment, demonstrating an excellent understanding of customer requirements.
  • Ensure Master data information for all customers is accurate at all times.
  • Lead Partner Managed Inventory (PMI) discussions with customers.
  • Provide customers with materials price quotations for non-strategic customers.
  • Work closely with the Plants (Site Liaisons, Planning, Quality, Labs, Logistic, Product Managers) to ensure all teams are aware and aligned with customer needs.
  • Manage compliance-related issues and the need for export licenses.
  • Administer all orders, ensuring only accurate and legally compliant data is transposed into the ERP system.
  • Manage customer portals (document downloads/uploads, provide updates) in a timely manner.
  • Ensure all documents are properly located in the correct drives for audit-related purposes.
  • Ensure pricing is accurate at all times, working closely with the Pricing and Data Management Teams.
  • Implement credits/debits/rebates, working closely with Sales and Complaints Management teams.
  • Prepare and execute PMI data changes for the customer.
  • Have an excellent knowledge of our compliance obligations and initiate the need for export licenses as and when needed.
  • Ensure all due diligence is carried out for compliance prior to data entry.
  • Action post-shipment requests for missing paperwork, packing slips/certs, etc.
  • Have an excellent understanding of the ERP system, able to navigate through all sales/planning-related screens accessible.
  • Understand the life cycle of the sale and accurately OTIF code.

Requirements:

  • Minimum high school or equivalent education. Some college preferred - business or communications.
  • Minimum of 3 years experience as a customer service representative in a fast-paced manufacturing environment.
  • Work experience will include working in an ERP environment with strong team work skills and cross-functional experience.
  • Customer-focused, team player, with excellent communication and diplomacy skills both with internal and external customers.
  • Demonstrate the ability to make sound business decisions that support customer requirements while complying with documented guidelines and policies.
  • Demonstrate the ability to solve customer problems in a changing environment without completely defined process steps for success.
  • A high degree of proficiency in organizational skills to handle detailed information and the timely processing of information to ensure customer satisfaction.
  • The willingness to learn and apply basic technical information/terminology and be familiar with material applications.
  • Working knowledge and understanding of SAP.
  • Aerospace experience is preferred.
  • Good understanding of export compliance would be a plus.
  • Broad knowledge of the business and customer base would be a plus.

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