What are the responsibilities and job description for the Specialist, Customer Service position at Bayport Polymers , LLC?
Description
BASIC FUNCTION
This role acts as liaison with external clients and internal stakeholders to maintain ongoing communication regarding order status and post shipment requirements.
RESPONSIBILITIES
- Provide daily / weekly / monthly data requirements to Customer Service Specialists and Account Managers (Daily : order details / status, forecast information, unconfirmed orders, shipment status, order acknowledgments, shipping and billing documents, pertinent production or inventory changes; Weekly : Railcar hold times; Monthly : Production schedules, complaint reports)
- Handle and resolve customer complaints promptly, collaborating with customer service coordinator, demand planning and supply chain logistics, technical service, manufacturing, and quality coordinator, etc.
- Develop recommendations and implement creative solutions to customer issues, with minimal support / oversight
- Participate in afterhours calls from customers, when necessary, to provide optimum availability to meet customer needs
- Work effectively in a team environment, proactively resolving conflict with both internal stakeholders and external customers / contacts
- Create ship to customer masters and work with Account Managers and Service Providers to create sold to customer masters, with appropriate Credit and other required approvals
- Create / maintain customer orders in SAP, promptly obtaining and evaluating all relevant information to handle orders and inquiries, via phone and email
- Assist in identifying and resolving order challenges to drive customer satisfaction
- Collaborate with internal departments and act as the liaison to Account Managers to communicate unforeseen inventory and / or shipping issues to customers to ensure reliable supply
- Issue timely and accurate invoices, credit and debits to customers to minimize discrepancies
- Review customer's Aged Trial Balance (payment against invoices) to proactively investigate and resolve short pay issues and communicate findings to Credit Analyst in a timely fashion
- Issue rebate credit notes as required, ensuring appropriate approvals throughout the process
- Work with 3rd party brokerage firms to secure ocean bookings and / or customer to modify as needed
- Work with 3rd party packaging facility to communicate new orders coming in, make sure carriers are picking up orders on time and resolve any discrepancies
- Provide feedback on the efficiency of customer service processes to reduce customer effort to work with both Account Managers and Bayport Polymers and drive for an effortless experience
- Obtain and communicate business intelligence back to key stakeholders to gain customer and / or market insights
- Ensure data integrity in SAP system (i.e., orders, customer master data) for effective reporting and analysis to support various business decisions
- Create and manage process for tracking, filing, routing and maintaining sales agreements
- Reconcile EOM terminal and warehouse inventory with SAP and resolve discrepancies
- Update Desk procedures as needed
- Participate and be present for month end close on the last working day of the month and the first working day of the following month
- Other duties as assigned
CORE VALUES
Must exhibit and demonstrate our 5 Core Values
COMPETENCIES
QUALIFICATIONS / EXPERIENCE REQUIRED
PREFERRED QUALIFICATIONS / EXPERIENCE
PHYSICAL CAPACITY REQUIREMENTS
This position requires the incumbent to :
