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Customer Service Representative (COATEX) Job


Location: 

Chester, SC, United States

Employment Type:  Regular
Category:  Customer Service
Posting Date:  Nov 19, 2021

Job Title:      Customer Service Representative

Has no direct reports.  Reports directly to the Customer Service Manager.

 

JOB DIMENSIONS

Receive orders from customers and enter into SAP following SAP procedures. 

 

KEY ACTIVITIES AND RESPONSIBILITIES

75% - Daily Operations

  • Receive customer orders and correctly input information into SAP for shipment from Chester or Genay. Enter promptly upon receipt and send confirmation to customer within 24 hours (48 hours maximum)
  • Follow all SAP procedures including new customer set-up with complete Master Data and Group Information as appropriate, contract preparation with current pricing and terms, and submission to Customer with Coatex Sales Terms and Conditions. 
  • Send customer invoices once generated by SAP.
  • Be knowledgeable of the Lead Time for product/packages as defined in the Product Catalogue. 
  • Follow up on orders to ensure on time loading and shipping, and advise customer of any delays or problems with Supply Chain.

25% - Routine Operations

  • Receive and expedite sample shipments to customers – receive sample request, get approval to send process request to the lab, prepare mailing documentation.
  • Enter all customer claims in the Claims Database.  Assist in the investigation and resolution of routine customer complaints, and advise CSR Coordinator of any complaints that cannot be resolved successfully in a timely manner.
  • Contact customer to follow-up on sample evaluation.
  • Other duties as assigned.

 

CONTEXT AND ENVIRONMENT

  • Occasionally overtime could be required to meet customer needs
  • External relations (customers and distributors) and internally (labs, logistics, accounting etc.)
  • Member of the Global Quality team, depending the site and the Plant organization
  • Supports the site HES policy and complies with all regulatory and internal requirements
  • Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.)
  • Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents
  • No travel required 

 

REQUIRED EDUCATION/QUALIFICATIONS /WORK EXPERIENCE

  • High School diploma required. 
  • Strongly prefer Associates degree in business. 
  • A minimum of three years of previous Customer Service experience in manufacturing environment is required. 
  • Strong communication, organizational, and interpersonal skills. 
  • Strong working knowledge of SAP customer service module is preferred. 
  • Demonstrated proficiency in word processing, spreadsheets, presentation software, automated order systems, and other software. 
  • Fluency in Spanish strongly desired. 
  • French to translate written and verbal communication a plus.
  • Ability to perform multiple tasks under pressure and to work with a minimum of supervision. 

 

DEMONSTRATED COMPETENCIES

Technical expertise

  • Process orders and invoicing
  • Use appropriate software
  • Prepare quotes, draft and send commercial propositions
  • Process customer claims
  • Process commissions paid to agents

Organizational expertise

  • Autonomy and initiative taking
  • Integrate and train new employees
  • Direct request and trigger the means needed to respond
  • Time and lead-time management
  • Rigorous in the processing of orders

Job-related capabilities

  • Good social skills: attentive, good listening skills, self-control.
  • Flexibility and adaptability, open mindedness.
  • Strong will.
  • Availability.
  • Ability to synthesize.
  • Team spirit.
  • Eager to learn


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