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Key Name Description Key Name Description Key Name Description -

- Customer Service Representative

Job ID 13562 **Customer Service Representative**

Regular We will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. For more information, please

Solvay is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to humanresources.na-us@solvay.com and let us know the nature of your request and your contact information.

Job Overview and Responsibilities The **Customer Service Representative (CSR)** is part of the Customer Services Team and the position sits in the North American Customer Service Hub within the Supply Chain organization, with heavy customer contact, problem resolution and order processing activities. The CSR manages and supports a specified portfolio of customers for which he/she possesses in depth understanding of their needs. The position manages customer order management in a responsive and thorough manner. Order management is a multifaceted activity and requires an understanding of internal processes which include credit, inventory management, production, transportation, etc. to execute orders and ensure on-time deliveries. The CSR guides customer requests through the organization to ensure fast and satisfactory turn-around and is the key interface for customers internally within the Commercial, Manufacturing, Quality, and broader Supply Chain function(s).

**Duties:**

Maintain solid knowledge about GBU products and customers

Maintain a deep understanding of Order-to-Cash process and systems (SalesForce, SAP, other digital tools)

Stay informed about all regional relevant laws, rules, and regulations

Effective and accurate processing of customers orders (including invoicing)

* Collect, verify, and update commercial information with customers

* Ensure proper execution of customers orders and return orders, until invoice, and when necessary, post-invoicing

* Ensure orders are compliant with applicable rules/regulations

* Maintain customer related master data within SAP

Organize with customers and companys internal departments solutions to meet the customer demands

Increasing customer satisfaction

Contribution to complaint resolution

* Collect the customer information and transfer to appropriate units for inquiry and resolution

* Initiate complaints in tracking and resolution process

* Support Account Managers to present the response to the customer

Contribution to Companys image towards customers (FNPS)

Provide the customer with all relevant and requested information

Support inventory management for satellite warehouses under consignment / vendor managed inventory procedures

Provide back-up support for other CSRs to ensure business continuity

Interacts with following functional groups to meet customer needs:

* Supply Chain Planning

* Manufacturing site Supply Chain

* Account Managers

* Product Managers

* Regional Logistics

* Credit Department

* Regulatory affairs and Product Stewardship

* Quality

Education and Experience

* 3 years Customer Service experience in a manufacturing environment

* BS/BA degree desired

* Effective verbal and written communication skills; ability to be articulate and diplomatic

Skills

* Ability to identify issues and make recommendations to solve problems.

* Good people skills to be able to maintain a professional atmosphere in the workplace and navigate a diverse population of internal and external customers.

* Familiarity with accounting and credit principles.

* Strong organizational skills, including setting priorities, processing information quickly and managing a variety of responsibilities at the same time

* Proficient computer skills including Google products, Sales Force and SAP

* Experience in Plastics/Polymers or Manufacturing industries

* Must be comfortable working in an international business environment with counterparts around the world; cultural awareness and sensitivity required

* Strong team skills able to work collaboratively and effectively with individuals in multiple business areas takes leadership or supports others as appropriate - willing to assume additional responsibilities outside of normal job description when necessary

Job ID 13562 Customer Service Representative Regular