Specialist, Customer Service
: Job Details :

DescriptionBASIC FUNCTIONThis role acts as liaison with external clients and internal stakeholders to maintain ongoing communication regarding order status and post shipment requirements.RESPONSIBILITIES•Provide daily/weekly/monthly data requirements to Customer Service Specialists and Account Managers (Daily: order details/status, forecast information, unconfirmed orders, shipment status, order acknowledgments, shipping and billing documents, pertinent production or inventory changes; Weekly: Railcar hold times; Monthly: Production schedules, complaint reports) •Handle and resolve customer complaints promptly, collaborating with customer service coordinator, demand planning and supply chain logistics, technical service, manufacturing, and quality coordinator, etc. •Develop recommendations and implement creative solutions to customer issues, with minimal support/oversight •Participate in afterhours calls from customers, when necessary, to provide optimum availability to meet customer needs •Work effectively in a team environment, proactively resolving conflict with both internal stakeholders and external customers/contacts •Create ship to customer masters and work with Account Managers and Service Providers to create sold to customer masters, with appropriate Credit and other required approvals •Create/maintain customer orders in SAP, promptly obtaining and evaluating all relevant information to handle orders and inquiries, via phone and email •Assist in identifying and resolving order challenges to drive customer satisfaction •Collaborate with internal departments and act as the liaison to Account Managers to communicate unforeseen inventory and/or shipping issues to customers to ensure reliable supply •Issue timely and accurate invoices, credit and debits to customers to minimize discrepancies •Review customer's Aged Trial Balance (payment against invoices) to proactively investigate and resolve short pay issues and communicate findings to Credit Analyst in a timely fashion•Issue rebate credit notes as required, ensuring appropriate approvals throughout the process •Work with 3rd party brokerage firms to secure ocean bookings and/or customer to modify as needed•Work with 3rd party packaging facility to communicate new orders coming in, make sure carriers are picking up orders on time and resolve any discrepancies•Provide feedback on the efficiency of customer service processes to reduce customer effort to work with both Account Managers and Bayport Polymers and drive for an effortless experience •Obtain and communicate business intelligence back to key stakeholders to gain customer and/or market insights •Ensure data integrity in SAP system (i.e., orders, customer master data) for effective reporting and analysis to support various business decisions •Create and manage process for tracking, filing, routing and maintaining sales agreements •Reconcile EOM terminal and warehouse inventory with SAP and resolve discrepancies •Update Desk procedures as needed•Participate and be present for month end close on the last working day of the month and the first working day of the following month•Other duties as assignedCORE VALUES Must exhibit and demonstrate our 5 Core Values •Caring: Dedicated to Safety, Employees, Customers, Community and Environment•Trustworthy: Living a Culture of Openness, Honesty and Collaboration•Focused: Creating Value by Delivering the Right Solutions•Innovative: Daring to be different by finding New Ways•Fun: Embracing our Diverse Family and Celebrating our SuccessCOMPETENCIES •Job Knowledge - Understands facets of job, aware of duties and responsibilities, keep job knowledge current•Productivity - Manages workload, works efficiently, meets goals and objectives•Quality - Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services•Safety - HSSE - Works in a safe manner, uses PPE, recognizes hazards, makes safety suggestions and observations, current on Training MineQUALIFICATIONS/EXPERIENCE REQUIRED•Bachelor's degree or HS Diploma or equivalent plus 5 years relevant experience•5 years relevant experience in customer service•Fluent in Spanish language•Proficient SAP experience•Customer oriented experience along with basic supply chain knowledge•Strong communication skills (both verbal and written)•Demonstrated ability to work in a high-performance team environment•Excellent prioritization, time management and organizational skills•Advanced skills in Microsoft Office•Ability to build relationships internally and externally•Ability to manage multiple tasks simultaneously while paying strict attention to detail within the work being performed •Ability to act independently within guidelines of standards and practices established for the Customer Service and Supply Chain team•Adaptability and flexibility; ability to function in a dynamic environmentPREFERRED QUALIFICATIONS/EXPERIENCE•Bachelor's degree in areas of Business, Communications or Supply Chain Experience•5+ years relevant experience in polymers or chemical industry•Experience with polymer exports, including packaging and ocean freightPHYSICAL CAPACITY REQUIREMENTSThis position requires the incumbent to:•Follow safety requirements for the role•Wear required PPE (eye protection, noise protection, etc.) when inside plant environment or where directed by signage•Lift up to 10 pounds•Walk safely in and around industrial areas•Work under deadline pressure within an environment that demands attention to safety and detail•Sit or stand for extended periods of time•Work at computer for significant periods of time throughout the day