Associate Customer Service Representative - Ageatia Global Solutions

1. POSITION PURPOSE
The purpose of this position is to receive and process customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex and/or export orders, to ensure customer satisfaction.
2. ORGANISATION

• Position to which superior reports : CS Manager or Supply Chain Manager
• Other positions reporting to the same superior : Junior CSR, Senior CSR
• Subordinates : none

3. DIMENSIONS
Depending complexity within each specific BU.

4. NATURE AND SCOPE

Key Responsibility Areas

• Acts as primary customer interface for important external customers, distributors, potential customers and other roles internal to the business.
• Pro-actively interacts with customer for notification of late orders due to product availability, transportation issues
• Interacts with customers as occasion arises - on site. Develops and maintains in-depth knowledge of assigned customers : knowledge of roles and responsibilities at the customer and knowledge of internal relationships/decision makers, understanding the business model
• Interacts with broader network of Internal DuPont Partners to ensure that the customers' requirements are understood and commitments are met.
• Receives and processes all types of customer orders including complex and/or Export orders.
• Responsible for inquiry & order handling process from beginning to end
• Is responsible for management of consignment stock : consignment fill-up, inventory management, invoicing, count, reconciliation
• Processes customer complaints and returns according to Complaint Management process and return policies. Is able to identify need for extra information to enable a thorough complaint analysis.
• Performs quality control checks and takes subsequent corrective actions. Actively monitors open orders to ensure that deliveries arrive at the customer on time, as committed.
• Follows desk procedures/policies in compliance with QS 9000, ISO and/or other Quality System requirements.
• Is able to provide backup coverage for (Junior) CSRs or Senior CSRs for standard transactions.
• Optional (depending on BU requirements) :
• Performs standard Customer Master Data Maintenance activities following defined procedures and guidelines
• Performs limited Master Data entries related to: Materials, Transfer pricing, customer prices, GTS
• Receives, corrects and processes complex orders shipped between regions or plants.
• Has understanding of cash collection process e.g. credit hold next steps/actions. On request, resolves open credit issues with customers and issues invoice adjustments and other debits/credits.
• Performs active follow-up on sales versus forecast. Interacts with the customer to get better understanding of variations.
• Supports Sales by providing detailed input/reports on sales volumes by account

Interactions
- Internal :

• CS Team Leader or CS Supervisor
• Junior CSRs
• Sales Representatives
• Product Coordinator or Supply Chain Specialist/Scheduler
• Supply Chain Warehouse & Logistics Specialist
• Credit Controller
• Data Management team
• SAP key-user
  • External :
• Customers : B-type customers. Occasional contacts with A-type customers
• Consignment customers
• Warehouse
• Carrier

5. KNOW-HOW / EXPERIENCE

Education : Bachelor degree or equivalent through experience *

Knowledge, skills & experience

• Knowledge
• Language skills : Local language, good knowledge of English, good knowledge of additional language depending on territory (oral and written)
• Computer knowledge : Proficient in Word and Excel. Good knowledge of SAP.
• may vary depending local country requirements

• Skills
• Strong interpersonal skills
• Good written and verbal communication skills
• Active listening skills

• Experience
• 2 years' experience in a customer-oriented position

• 5.3. Competencies
• Core (Individual Contributor) :
• Building sustainable customer relationships : Builds collaborative relationships.
• Communicating with impact : Listens and responds to questions and objections
• Teamwork / collaboration
• Embracing change : Approaches change positively
• Analysis & judgment : Identifies issues, gathers and interprets information
• Engagement
• Managing for productivity : Prioritizes tasks and stays focused
• Business acumen : Understands business operations

• Functional :
• Applied learning
• Customer Service Fundamentals
• Follow up : follows up on the status of customer orders autonomously
• Managing conflict : opens discussions effectively
• Quality orientation. Disciplined to follow procedures
• Stress tolerance : Ability to work under pressure and able to manage multiple basic tasks
• Continuous improvement : Ability to pro-actively identify opportunities for improvement and communicate internally
• Autonomous
• Engineering the customer experience
• Segmentation of service to customers

6. PROBLEM SOLVING
The jobholder needs to identify, define and resolve customer issues in an independent way.
This requires excellent problem-solving skills to pro-actively propose solutions. The jobholder has to be able to make a Root Cause Analysis.
He/she needs to obtain and maintain a thorough understanding of the business of the customer, to respond to customer needs and to be able to take appropriate action in case issues arise.

7. ACCOUNTABILITY
The jobholder contributes significantly to customer satisfaction of complex customers, including Export.