Specialist, Customer Service

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 

• Caring:  Dedicated to Safety, Employees, Customers, Community and Environment

• Trustworthy: Living a Culture of Openness, Honesty and Collaboration

• Focused:  Creating Value by Delivering the Right Solutions

• Innovative:  Daring to be different by finding New Ways

• Fun: Embracing our Diverse Family and Celebrating our Success

COMPETENCIES 

• Job Knowledge - Understands facets of job, aware of duties and responsibilities, keep job knowledge current

• Productivity - Manages workload, works efficiently, meets goals and objectives

• Quality - Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services

• Safety – HSSE - Works in a safe manner, uses PPE, recognizes hazards, makes safety suggestions and observations, current on Training Mine

QUALIFICATIONS/EXPERIENCE REQUIRED

• Bachelor’s degree or HS Diploma or equivalent plus 5 years relevant experience

• 5 years relevant experience in customer service

• Fluent in Spanish language

• Proficient SAP experience

• Customer oriented experience along with basic supply chain knowledge

• Strong communication skills (both verbal and written)

• Demonstrated ability to work in a high-performance team environment

• Excellent prioritization, time management and organizational skills

• Advanced skills in Microsoft Office

• Ability to build relationships internally and externally

• Ability to manage multiple tasks simultaneously while paying strict attention to detail within the work being performed 

• Ability to act independently within guidelines of standards and practices established for the Customer Service and Supply Chain team

• Adaptability and flexibility; ability to function in a dynamic environment

PREFERRED QUALIFICATIONS/EXPERIENCE

• Bachelor’s degree in areas of Business, Communications or Supply Chain Experience

• 5 years relevant experience in polymers or chemical industry

• Experience with polymer exports, including packaging and ocean freight

PHYSICAL CAPACITY REQUIREMENTS

This position requires the incumbent to:

• Follow safety requirements for the role

• Wear required PPE (eye protection, noise protection, etc.) when inside plant environment or where directed by signage

• Lift up to 10 pounds

• Walk safely in and around industrial areas

• Work under deadline pressure within an environment that demands attention to safety and detail

• Sit or stand for extended periods of time

• Work at computer for significant periods of time throughout the day