**Customer Service and Sales Support Representative**

**Location:** Birmingham, AL, US **VACANCY REFERENCE NUMBER 157502**

**Customer Service and Sales Support Representative**

**Location:** United States : Birmingham, AL

**Function:** Overall Supporting Function

**Career Level:** Experienced professionals (2-5 years)

**Legal Entity:** Evonik Corporation

**Business Line:** Health Care

**What we offer**

You will work on exciting and challenging topics together with a team in an ultra-modern, innovative and creative environment. Intensive on-the-job training with expert colleagues guarantees you will quickly become familiar with your duties and perform them independently. Performance related pay and the opportunity for personal and professional development are of course part of the package. Since 2009 Evonik Industries AG has been certified as a family-friendly company by the German Hertie Foundation.

Responsible for all areas of customer communication and order related services for BL-HC with concentration in, but not limited to, our Parenteral Drug Delivery Services businesses (PDS Services). Acts as a partner with Sales Managers and Project Management to coordinate all customer service activities with internal departments and our external customers. The position reports to the Director of Supply & Demand Chain. Incumbent will promote and maintain the principles of, and responsibilities related to Responsible Care within his/her assigned areas of responsibility and as defined in the RC 14001 management system.

**RESPONSIBILITIES**

* Order processing through billing and AR Monitoring

* Set up new customers in SAP/ Gather relevant information from customer.

* Update customer Masterdata Database to ensure customer profile requirements are followed to process and fulfil customer order expectations.

* Monitor Credit worthiness of customers.

* Researches and works to resolve vendor and customer remittance differences. Notify Sales when customer is overdue with payments.

* Responsible for invoicing the service projects according to the defined deliverables; ie service milestones, monthly billing rates, etc.

* Works directly with Project Management and Controlling to proactively understand what will be invoiced each month and when things will move from one month to the next.

* Proactively monitors orders/expected service deliverable; expected milestone completion, shipment of materials, etc. notifying customer and Sales of any changes/problems. Track customer orders.

* Manage shipments of lots when materials are included in the deliverables.

* Manages Certificate of Analysis distribution and files

* Reviews, enters and resolves customer complaints (Trackwise system)

* Serve as backup for other department sales support.

* Responds to customer inquiries regarding service deliverables / product shipments, delivery dates and general order status. Also sends general literature to address basic product inquiries (FAQs). Communicate issues which affect original order status.

* Maintain positive and professional attitude with all incoming calls/email and customers. Receive orders from customers and confirm/acknowledge order with customer on the same day

* Coordinate with Product Lines on customer specifications and communication/mailings to customers.

* Process/Follow-up on customer and inventory import/export orders. Coordinates regulatory issues (FDA/Customs/TSCA) as they arise in relation to import/export orders and new materials.

* Keeps Sales informed of all relevant customer activities, either directly or through established databases (Sharepoint).; Copy Dir Supply/Demand chain on all relevant email both internal and external to customer.

* Proactive compliance with NAFTA and Evonik Corporation Responsible Care and ISO procedures as-well-as relevant Nutrition & Care and Health Care Management procedures and SOPs.

* Will participate in system testing during SAP upgrades and migrations.

* May participate in the training and orientation of new department personnel.

* Attend and participate in S&OP meetings

Perform other duties as may be required.

**REQUIREMENTS**

* Knowledge and skills typically associated with a Bachelors degree or equivalent experience.

* Three to five years inside customer support experience with excellent communication and decision-making skills.

* Candidate must be a self-starter, goal and detail oriented, must project a positive attitude and be able to effectively function in a multitask environment.

* Ability to work independently without frequent direction from supervision while maintaining focus on objectives.

* Strong background in SAP (Oracle, JD Edwards, and other applicable ERP systems) is required.

* P rior Customer Service experience within the chemical industry, Import and Export experience and knowledge of chemical terminology would be a plus.