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Vacature Customer Service Representative

Customer Service Representative (CSR)

Role Purpose:

The CSR guarantees the utmost customer satisfaction, through proactive planning of deliveries, co-ordination of work processes across different stakeholders in Business Units and Supply Chain and analysis of complex data/ information within the “Order Management Process”

Contribution:

C1. Area of responsibility

  • Through proactive planning of deliveries, co-ordination of work processes across different stakeholders in Business Units and Supply Chain and analysis of complex data/ information within the “Order Management Process” the CSR guarantees the utmost customer satisfaction
  • They are further responsible for order creation, delivery creation, transport booking and invoicing, credit and debit notes, according to Rosier/Borealis Guidelines and Procedures
  • Manage confirmed quantities within own customer portfolio, to comply with contract commitments
  • Monitoring of consignment stocks and Vendor Managed Inventories
  • Pro-actively follow up order income and manually pool unsold volumes in order to optimise Demand Control process.
  • Supporting Demand Planning by active re-allocation of volumes within same customer segment and same CSC in cooperation with Sales Manager.
  • Follow up payment behaviour of the customer to ensure on-time payment
  • Co-ordinate complaints, monitor status and communicate progress both internally and externally
  • Supply prompt response to any customer request
  • Improve commercial position by developing close customer relationship

C2. People

  • Support with coaching new colleaguesto enable them to work effectively within a short time scale

C3. Customer

  • Work in direct customer interface and shares all needed information with the assigned customers

C4. Interfaces

  • Work closely with CSR and CSS colleagues, Team Leaders, CSM, Sales Managers, Credit department, Product Stewardship as well as other members of both BU’s and SC organisation.

Dimensions:

Financial:

  • CSR has direct impact on financials by invoicing the full value of Polyolefins sales divided by ~100 (nr of CSR’s) and following up the payments

Delegated authority:

Decisions that can be made by the job holder (final say):

  • For any administrative reasons, CSR has an authority to approve credit notes up to 2000€
  • CSR has delegated authority to issue credit notes up to value of 500€ against technically justified customer complaints

Skills:

S1. Education

  • Minimum business/commercial degree
  • Native speaker for main customer market areas (NL and FR)
  • Good written and verbal command of English
  • Fluency in local languages is an additional advantage
  • Experience of handling ERP, preferably SAP and standard office software

S2. Experience

  • 2+ years relevant marketing, sales, business or supply chain experience
  • Knowledge of the order management process and concepts, commercial and logistics offerings and service level guidelines
  • Good knowledge of Borealis standards and procedures
  • Basic understanding of products, applications, markets and competitors

S3. People

  • Excellent communication skills; written reporting, basic negotiation and customer contacts by telephone
  • Excellent internal and external networking

Behaviour:

  • Customer orientation
  • Commercial and cultural awareness
  • Pro-active and takes initiatives
  • Team-player
  • Lives, promotes & monitors compliance with the Borealis Values and HSE

Interesse?

Solliciteer voor 15 september a.s. inclusief CV en motivatie via de bovenstaande "solliciteer direct" button.

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