Customer Service Representative

Job description

Solvay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics.

Solvay is a multi-specialty chemical company committed to developing chemistry that addresses key societal challenges. We innovate and partner with customers in diverse global end markets. Solvay Composite Materials combines 50 years of technology heritage to bring a comprehensive product portfolio, expertise in material design, and extensive process engineering solutions to our customers. As the partner of choice for advanced materials development, we deliver optimal material solutions to address our customers’ most challenging demands for new high-performance materials to improve durability and production, while offering weight savings for the end application.

GENERAL PURPOSE The customer service representative (CSR) acts within set guidelines to serve as a liaison between customers and manufacturing facilities. The CSR translates customer requirements into internal and external actions. NATURE OF THE POSITION Position reports directly to the Customer Service Lead and acts as a coordinating link between the customer and all internal plant functions. The CSR is responsible for translating customer demand to planning, certification, and shipping. Successful translation results in superior customer service while maintaining operational effectiveness. The CSR is expected to achieve results without corresponding authority. The CSR does this by communicating customer requirements throughout the organization.

Job Overview and Responsibilities:

CSR responsibilities could include: contract review, purchase contract entry, order change management, expediting, managing customer safety stock, using customer input / information for demand and order management, quoting, coordination of new product qualifications, researching and issuing customer credits and responding to customer complaints. The CSR is responsible for the direct interface and support of planning/scheduling and quality to insure specifications and contractual requirements are met. 

KEY RESPONSIBILITIES 
•Coordination of new product qualifications 
•Research and issuing customer credits 
•Expediting urgent orders utilizing the escalation process 
•Utilizing customer specified EDI systems for demand and order management 
•Participate in process improvement initiatives and other related duties as assigned 
•Responsible for material returns 

Additional Responsibilities include but not limited to:
•Review of new and revised customer purchase orders, requests for quotation and contracts, including specifications called out in the documentation. 
•Ensuring that customer credit rating is acceptable; work with Finance and customer to resolve credit holds. 
•Determining if material requirement can be met by an existing Part No. 
•Determining whether the plant can or should accept the contract 
•Correcting or rejecting Purchase Orders as necessary, reprocessing corrected orders as required 
•Creating Order Acknowledgements in ERP system 
•Creating a new Order Acknowledgement in ERP system, documenting changes when contract is altered 
•Reprocessing changed orders as required 
•Determining the price using the pricing guidelines provided 
•Liaising with Planning, Purchasing and Scheduling to establish lead times and ship dates 
•Quoting price and delivery information to the customer, in the form of a formal quotation 
•Entering details of quotes into ERP system 
•Involving Outside Sales if negotiations are protracted or complex 
•Acting as point of contact with customer for; complaints, returns, rating etc. 
•Tracking on-time-delivery and quote-response-time performance 
•Coordination of new product qualifications 
•Researching and issuing customer credits 
•Expediting urgent orders utilizing the escalation process as needed 
•Utilizing customer specified EDI systems order management 
•Participate in process improvement initiatives and other related duties as assigned 
•Processing material returns 
•Travel to key customer sites as needed 

Safety:
The CSR must promote and maintain government, industry and company health and safety standards to improve safety and health consciousness, ensure a safe, health work environment and control factors that may cause personal injuries. 

CSR Authority: 
•To review new and revised customer purchase orders, requests for quotation and contracts, including specifications called out in the documentation. Evidence or reviews will be provided by their stamp imprint on the documents reviewed 
•To quote price and delivery information to the customer 

Education and Experience:

Required Education, Knowledge, Skills and Experience: 
•Minimum high school or equivalent education. Some college preferred - business or communications.
•Minimum of 3 years’ experience as a customer service representative in a fast paced manufacturing environment. Work experience will include working in an ERP environment with strong team work skills and cross functional experience. 
•Proficient in Microsoft outlook, Word, Excel and Powerpoint 
•Must have very strong communication skills

Skills:

Preferred Skills: 
•SAP experience 
•Aerospace experience 

Additional Information
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