Customer Service Representative (contract)

The Customer Service Representative is the focal point for customers in the specified region for specified products and ensures excellent customer service to them. This position is responsible for a successful completion of the entire order to customer process. From the moment an order is placed to the end delivery and invoicing, the Customer Service Representative coordinates with assigned transport companies, freight forwarders as well as warehouses and suppliers to arrange deliveries to customers within the agreed dead line at the most suitable and profitable way.

Responsibilities

• Verifies the Vinmar Polymers America Order Confirmations received from GRSC, prior to sending it to the customer and follows up on receipt of the customer’s order confirmation no later than 48hrs after sending the order confirmation (their Purchase Order, our Sales Order confirmation signed or email confirmation). For immediate shipments, the confirmation must be received immediately.
• Verifies the order received from the customer with our order confirmation and flags any discrepancies with the respective sales person in order to be all on the same page and to deliver the customer at the correct agreed terms.
• Keeps all data and documentation required by VPA’s systems.
• Schedules deliveries to customers under the agreed sales and conditions, taking into consideration material availability and by using the dedicated transport company in order of ranking. In case of a credit block the issue must be addressed with the Credit Department to release the order for delivery. If Credit gives negative advice, the issue must be escalated to the responsible sales person to solve the problem with the customer.
• Follows up on the confirmation from transport companies. If no response is received within 24-48hrs (depending on the urgency) from rank 1 companies or if they are unable to carry out the deliveries on time, the CSCL re-schedules with the transport company in the second rank and simultaneously sends an order cancellation to the initial carrier.
• Keeps customers updated at all times on the status of individual orders and provides customers with a weekly overview of the status of all their pending orders.
• Verifies orders are loaded at the agreed time and loading reports are available with GRSC for invoicing and follows up that the invoice is issued correctly and sent on time to the customer.
• Responds to all questions raised by customers within a reasonable time frame but within 24hrs of receipt of the email and provides the necessary documents as requested by the customer on time, such as contract of affreightment, delivery note, etc.
• Channels claims received from customers/transporters and warehouses to GRSC. Issues that can be solved immediately should be done so. Others that cannot be solved should be investigated involving the necessary internal and external partners. As soon as the claim is solved, the CSLC informs the customer of the investigation details, corrective actions taken and issues a Credit Note (CN) if applicable.
• Keeps the contact details of all customers up-to-date.
• Verifies and solves queries received from GRSC linked to invoices from 3rd parties, such as transporters, warehouses etc.
• Verifies the inventory stock received from 1 or more warehouses with the data available in our system on a weekly basis.
• Continuously strives to find ways to improve the business & work processes

Requirements

• 3+ years experience in a Customer Service role
• Plastics distribution industry experience (preferred)
• Excellent communication, verbal and written
• Experience using SAP (preferred)