TEMPORARY CUSTOMER SERVICE REPRESENTATIVE - BACKOFFICE (8 MONTHS MATERNITY COVER)

Purpose of Position:

For our office in Rotterdam, the Netherlands, we are looking for a highly motivated new team member to join our Customer Service Backoffice team! Polyolefins Backoffice E/A is responsible for guaranteeing control and action over all the Purchase Order receipt, and Sales Orders processing and Order Confirmation broadcast to clients. This position will centralize the management of the OCR (Optical Character Recognition) in order entry and its interface with SAP ERP, acting as a knowledgeable user of those tools and troubleshooting in case of bugs and improvement opportunities. The Polyolefins Backoffice E/A must also guarantee the correct storage, communication, and troubleshoot whenever problems prevent orders from being created, carrying out improvements in this part of the process flow, controlling the SLA and acting as a focal point for audit and internal controls. This is a temporary position with an expected duration of eight (8) months.

 

Key Accountabilities:

 

1. Management of the Purchase Order (PO) receipt channels (e-mails, customer facing portal, etc.) and customer mailing;
2. Control of the order acknowledgements (OA) flow and communication to clients;
3. Ensure correct storage of the Purchase Orders (standard period of 5 years);
4. Correct training and management of the Purchase Orders in the OCR (Optical Character Recognition); 
5. Guarantee correct transmission the data from the OCR to the databases, and ultimately its consumption by RPA and/or other automation flows; 
6. Troubleshoot discrepancies, lack of information/registration with Master Data in both OCR/Customer Facing Portal and SAP; 
7. Create Menu Templates of Sales Orders in the System; 
8. Create Manual Sales Order in SAP whenever applicable;
9. Fix errors related to wrong order processing, and, if needed add enhancements of the system in the IT improvement pipeline;
10. Register the Sales Order correctly within the agreed SLA;
11. Coordinate with Demand Planners if there is not enough allocation/volume to the client;
12. Coordinate with Production Planners whenever local orders cannot be confirmed; 
13. Coordinate with Front Office whenever customer requirements (ex: material availability, requested delivery dates, etc.) cannot be met or need to be rediscussed;
14. Follow-up on credit release to guarantee that the orders are confirmed on time, and inform the stakeholders of possible disruptions in the initial delivery schedule; 
15. Control the order confirmation flow and communication to the clients; 
16. Share with Compliance/Internal controls/ External Audit and/or related departments Purchase Order files and information related to those;

 

1. Tools 

 

SAP ERP

OCR – ESKER and/or similar tools

Azure (DevOps, Microsoft Fabric, Factory and Power Platform);

Microsoft Excel;

Salesforce;

Office 365

 

1. Skills 

 

Strong analytical skills; 

High level of input accuracy;

Problem-solving;

Basic/Intermediate knowledge of Data Management;

Process orientation;

   

Technical / Management Knowledge 

 

1. Completed higher vocational education or relevant professional training at comparable level;
2. Available for 8 months
3. Experience on running automation scripts is an advantage; 
4. Experience on creating and managing Sales Orders;
5. Solid understanding of process and Order Management governance; 
6. Ability to establish connections between process, systems and automation strategies;
7. Fluent in English; 
8. Strong organizational and communication skills; 

9. Solution and collaboration driven;  
   
   About Braskem

   Braskem is a Brazilian chemical and petrochemical company that stands out for being the largest producer of thermoplastic resins in the Americas and the world leader in the production of biopolymers. We are present with industrial units in Brazil, Mexico, the United States and Germany and currently have 8000 employees worldwide. People are at the center of Braskem’s growth strategy. We believe in and value human beings, their potential, and their desire to develop.

   We're a truly global and collaborative group of people. Having a diverse, inclusive and respectful workplace is important to us. Join us on an exciting journey and help us build today the future we want tomorrow!

   
    

   We are an equal opportunity employer and value diversity at our company. We do not discriminate on the bases of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.