Customer Service Specialist

Job Description

International chemical company located in Friendswood is looking for a motivated team member. This team member will be part of the customer service division.

Goal of Function

• Communicate effectively with customers by phone and email to ensure the best service possible
• Coordinate with sales team in the implementation of customer strategies
• Working hand in hand with supply chain team to ensure accurate order release base on forecast
• Receive and process customer purchase orders accurately and efficiently
• Research and resolve issues pertaining to Customer Service nonconformances
• Allocate and assign inventory to specific Customer orders
• Customer order logistic handling, warehouse customer order placement and coordination
• Complete an order "order to cash" in the ERP system - sending an order acknowledgment, entering the PO, allocating inventory, posting the invoice, sending to the customer, handling any issues
• Handling documents such as BOLs, CoA's, hazardous material, etc.

Responsibilities

• Execute order management and transactions for accounts within Americas region
• Coordinates entire order and supply management tasks ( quote to cash ) and ensure supply performance is delivered according company guidelines
• Working closely with supply chain team to ensure order release base on forecast or order demand control.
• Supervision of delivery plans and logistic processes
• Active advising major customers with related Key Account Manager including Supply and Demand change, Organization change, etc.
• Regular contacts with international wholesale clients via phone and email
• Develop skills and knowledge to enable added value activities such as continuous improvements, process and cost optimization
• Interactions with other departments on-site and abroad
• Handle all phases of order processing such as order entry, invoice proofing, order maintenance, paperwork (BOL) and miscellaneous invoice and sales history.
• Handle customer collection for all outstanding invoices.
• Manage all activities relating to offsite consignment warehouse, as well as billing, coordinating inventory movement and purchasing
• Manage customer accounts in coordination with Sales team
• Attend customer meetings to build strong business relationships
• Enter and maintain customer orders, customer master and CSR information, and price list maintenance.
• Ensure customer complaints regarding product or service issues are properly communicated.
• Issue returns as necessary, including the preparation of all necessary paperwork
• Support company initiatives as needed.

Required Skills and Experience

• College degree strongly preferred but not required.
• 4-5 years professional experience required.
• Experienced IT-user skills: MS Office (Word), ERP (MS Dynamics NAV or AX)
• Experience with bill of ladings, certificate of analysis, packing lists, material safety data sheets, and all other required paperwork needed for shipping to domestic and foreign destinations.
• Chemical or International Customer Service experience plus

Candidate Profile

• High customer and service centricity with quality awareness
• Pro-active behavior and interest for company, processes and product lines
• Flexible with an appreciation of a fast-growing and multi-cultural environment
• Highly organized with good problem solving skills
• Ability to manage time effectively and to prioritize multiple tasks.
• Must have strong communication (English) and interpersonal skills
• Bilingual is a plus

Below are the service criteria:

• Team player
• Work ethnic
• Communicator
• Culture fit
• Reliable
• Sense of urgency
• Optimistic
• Prioritization
• Attention of detail
• Result Oriented