Specialist, Customer Service

Brief 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

• 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