Offers “Solvay”

Expires soon Solvay

Customer Support Representative - Fixed Term Contract

  • UNITED KINGDOM
  • Administration

Job description



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.

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Job Overview and Responsibilities:

Position reports directly to the Customer Support Manager, 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 purchasing. 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. 

A CSR responsibilities include: direct contact with the customer/Solvay sales account managers, contract review, purchase contract entry, order change management, expediting, managing customer inventory through consignment or supplier managed inventory programs, using customer specified EDI systems for demand and order management, quoting, researching and issuing customer credits, responding to customer complaints, negotiating “extra” charges with customers and Solvay sales people in order to maximize profitability to the company.The CSR is responsible for the direct interface and support of planning/scheduling and quality to insure specifications and contractual requirements are met.

CSR has responsibilities and authorities in the following areas:

Have authority:

·To review new and revised customer purchase orders, requests for quotation and contracts, including specifications called out in the documentation.

·To quote price and delivery information to the customer

·Refuse to supply customers whose credit rating is unacceptable

Undertake the following job responsibilities:

·Review of new and revised customer purchase orders, requests for quotation and contracts, including specifications called out in the documentation.Process may include accessing customer demand and requirements from customer internet systems.

·Work closely with Solvay's credit department to ensure that customer credit rating is acceptable

·Determine if material requirement can be met by an existing part number

·Determine whether the plant can or should accept the contract

·Generate a part number request for new materials

·Correct or reject purchase orders as necessary, reprocessing corrected orders as required

·Create order acknowledgements

·Create a new order acknowledgement, documenting changes when contract is altered

·Reprocess changed orders as required

·Determine material price using the pricing guidelines such as price list and pricing from Sales Account managers

·Liaison with planning, purchasing and scheduling to establish lead times and ship dates

·Quote price and delivery information to the customer

·Enter details of quotes into the system

·Forward quote acknowledgments to customers when formal quotations are required

·Involve Sales and Product & Technology Management if negotiations are protracted or complex

·Act as point of contact with assigned customers for; complaints, returns, supplied materials, rating etc.

·Provide input for sales forecasting

·Act in concert with accounts receivable to resolve long term debt problems

Education and Experience:

Know-How:

Demonstrate the ability to make sound business decisions that support customer requirements while complying with documented guidelines and policies. The CSR must demonstrate the ability to solve customer problems in a changing environment without completely defined process steps for success. Excellent negotiation and diplomacy skill both with internal and external “customers” in order to accomplish tasks such as order changes and price adjustments. This position requires a high degree of proficiency in organizational skills to handle detailed information and the timely processing of that information to ensure customer satisfaction.The CSR must reflect above average qualities of teamwork, good independent judgment, communication and customer focus. The CSR must become knowledgeable concerning product nomenclature and procedures followed by various departments with Solvay Industrial Materials.

Problem Solving:

Demonstrate the ability to manage change and priority shifts effectively and in a positive manner. When schedule changes are required, the CSR must consider and work with Planning to organize all aspects of the schedule to ensure success.

Communication flow with relevant functional groups is the key for our group to be successful in anticipating and mitigating any and all raw material and operational constraints that will have a direct impact on quantity and delivery requirements committed to our customers.Major challenges are in assimilating information in a dynamic environment. The CSR must work to develop workable alternatives when a problem arises.The CSR must have initiative and be a self-starter with ability to follow through to the end of a project.

Accountability

The CSR has freedom of action to resolve problems within the specified limits.The CSR selects a product or products from a pre-approved list that meets the customer defined specification.An error in this part of the contract review process can cause the wrong product to be produced generating waste and negatively impacting the company’s bottom line.

The CSR is also accountable for meeting revenue recognition requirements as defined by Sarbanes Oxley legislation.Failure to comply with guidelines could result in Solvay Industries Inc. needing to restate earnings based on errors in this area.The CSR has responsibility for assigning customer requested shipment dates and must ensure data is accurate and complete.

Skills:

CSR has responsibilities and authorities in the following areas:

Have authority:

·To review new and revised customer purchase orders, requests for quotation and contracts, including specifications called out in the documentation.

·To quote price and delivery information to the customer

·Refuse to supply customers whose credit rating is unacceptable

Undertake the following job responsibilities:

·Review of new and revised customer purchase orders, requests for quotation and contracts, including specifications called out in the documentation.Process may include accessing customer demand and requirements from customer internet systems.

·Work closely with Solvay's credit department to ensure that customer credit rating is acceptable

·Determine if material requirement can be met by an existing part number

·Determine whether the plant can or should accept the contract

·Generate a part number request for new materials

·Correct or reject purchase orders as necessary, reprocessing corrected orders as required

·Create order acknowledgements

·Create a new order acknowledgement, documenting changes when contract is altered

·Reprocess changed orders as required

·Determine material price using the pricing guidelines such as price list and pricing from Sales Account managers

·Liaison with planning, purchasing and scheduling to establish lead times and ship dates

·Quote price and delivery information to the customer

·Enter details of quotes into the system

·Forward quote acknowledgments to customers when formal quotations are required

·Involve Sales and Product & Technology Management if negotiations are protracted or complex

·Act as point of contact with assigned customers for; complaints, returns, supplied materials, rating etc.

·Provide input for sales forecasting

·Act in concert with accounts receivable to resolve long term debt problems

Additional Information
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