Customer Service Representative

<p>R-ID 22670 </p> <h2>Job Description</h2> <p>Provide a best class level of customer service. Acts as interface between the customer and other GRACE departments</p> <h2>Responsibilities</h2> <ul> <li>Complying with all internal and external safety regulations pertaining to environmental protection and occupational &amp; traffic safety according to the GRACE EHS system and ensuring that the staff assigned receive up-to-date training</li> <li>To bring value to our customers and to Grace by producing and supplying a quality product and service in a timely and cost effective manner safely.</li> <li>To review and upgrade practices and processes in line with the Company’s continuous improvement programs or Best Practices</li> <li>Accept customer orders and perform timely and accurate order entry into SAP system following the actual processes, and checking if pricing and conditions are in line with existing contracts</li> <li>Responsible for the Customer Data in SAP as well as Pricing Data in SAP</li> <li>Act as liaison between Customer, Sales, Order Fulfillment and Production and various other company personnel.</li> <li>As directed by Sales, contact existing customers to pursue business opportunities by promoting product offerings and soliciting orders.</li> <li>Confirm oral and written quotations, reviewing all information and promoting a complete package of Grace Products.</li> <li>Distribution of updated product information &amp; material safety data sheets on request</li> <li>Receiving and logging customer complaints/problems and taking ownership of the situation. Liaising as necessary to ensure that the customer receives an appropriate and timely response.</li> <li>Process credit/debit notes for bonus, claims, agents commission etc.</li> <li>Coordinate return of goods from customers or local warehouses</li> <li>Manage customer consignment stocks</li> <li>Compliance with all applicable Grace Policies and procedures (SOx, ISO &amp; Safety)</li> <li>Ensure the credit limit and collection procedures are followed</li> <li>Participate in projects or special assignments as needed</li> </ul> <h2>Required Qualifications</h2> <ul> <li>Customer service experience, preferably in a manufacturing environment</li> <li>Highly professional and service-orientated telephone manner with ability to liaise with customers and employees at all levels</li> <li>Team player</li> <li>Self-motivated</li> <li>Flexible</li> </ul> <h2>Preferred Knowledge</h2> <ul> <li>Knowledge of SAP</li> <li>Fluent in English &amp; local language</li> </ul>