Customer Service Representative - Piscataway, NJ

Sr. Customer Service Representative

Piscataway, NJ, US

On-Site

S12

 

Primary contact to provide a World-Class Customer Service to Agilex customers. Develop and deliver customer solutions that support business strategies and meet customer expectations. Provide a critical link between Agilex and Customers.

At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.

 

Your key responsibilities

• Provide order management support for Agilex Fragrances Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.
• Process customer complaints including the investigation and the resolution.  Work cross-functionally across the Agilex and customer organizations to ensure appropriate problem resolution. 
• Partner with operations colleagues (at Agilex and customer sites) to arrange for, and follow through, on all shipments and related transactions.
• Coordinate order status, availability (pricing, and delivery to customers). Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.
• Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.
• Respond to customers inquiries. Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in MakeScents, relating to customer and customer/material content.

We bring

• A rich history and a promising future of bold scientific innovation and passionate creation with our customers;
• A space to grow by encouraging and supporting curiosity and an open mindset;
• A culture that prioritizes safety and well-being, both physically and mentally;
• The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose;
• A flexible work environment that empowers people to take accountability for their work and own the outcome;
• We offer competitive pay, career growth opportunities, and outstanding benefit programs

You bring

• Bachelor Degree plus 1 year of comparable business experience preferred, or 4 years experience in Customer Care/Sales/Logistics related function
• Understanding of plant/warehouse systems and procedures for shipping, accounting, etc.
• Understanding of Logistics/Operations and impact to fulfilling customer orders.
• Demonstrated ability to synthesize and identify priorities/specific issues with customers.
• Demonstrated ability to direct issues to correct internal stakeholder. (i.e. QM,  technical marketing team, sales management, etc)

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