Customer Service

Job brief

GENERAL DUTIES OF THE FUNCTION
A global leader in the distribution of plastics and chemicals with multiple subsidiaries worldwide is looking for a Customer Service Representative. He/she is the contact for each client, he/she manages the client relationship (management of orders, contracts, disputes) and ensures that margins linked to contracts and client orders are controlled.
He/she ensures the satisfaction of the customers in his/her area.
II. HIERARCHICAL LINKS
Hierarchical links: depends on the Customer Service Manager (CS)
Replacement in case of absence: another Coordinator CS, Manager CS
III. TASKS TO BE PERFORMED
BACK-OFFICE SUPPORT

Input PF/PO,

Credit Insurance Management (Applications and Follows-Ups),

Interface with the legal / quality department to collect technical documents,

Monitoring of imports and stock control (ensuring that the material is available at the time of entry, reporting on material shortages, liaising with sales staff on the availability of products),

Documentation (Technical Datasheets),

Interface for managing material samples,

Follow up on customer payments and send commercial offers on an ad hoc basis,

Creation of SAP customers/prospects file

In the absence of sales staffs, and on a very occasional basis, send price quotations.
CUSTOMER SERVICE SUPPORT

B2B orders,

Manage customer orders from start to finish (registration, deadlines review, B/L, document bundle, etc.,

Keeping customers informed of the status and progress of their orders,

Carrying out invoicing and issuing DNs, ensuring the accuracy of information, particularly in terms of tax, customs and regulations,

Follow-up on customer payments,

Analyse and deal with malfunctions and disputes with internal and external contacts,

Report malfunctions that cannot be managed at its level or that may impact other suppliers/clients outside its scope
JOB DESCRIPTION Customer Service + V1
Page 2 sur 2
Transport

Organize transport according to internal customers' requests and ensure the monitoring of services.

Manage reception and loading schedules of warehouses for distribution.

Carry out spot consultations if the request does not fall within the framework of the flows already negotiated and contribute to the negotiation of new transport contracts.

Help design the best transport plan on the basis of contracts and agreements with partners.
Warehousing

Organize logistics operations according to internal customers' requests and monitor services.

Ensure the reliability of stocks with service providers and organize periodic inventories.

Coordinate order preparation schedules with transport loading schedules

Conduct spot consultations if the warehousing request does not fall within the scope of the services already negotiated and contribute to the negotiation of new warehousing contracts.

Participate in innovation and continuous improvement projects, particularly on the means of communication.

Deploy interface tools with carriers (EDI, pre-invoicing).

Carry out analyzes (volume, cost, benchmark, etc.) to continuously optimize transport performance (cost & service).
IV. MAIN ASSESSMENT CRITERIA / QUALITIES REQUIRED

Quality of communication and customer orientation, « solution oriented »,

Flexibility while being rigorous in complying with applicable procedures,

A fluent English is essential, another language would be a plus,
V. FORMATION / PROFESSIONAL EXPERIENCE REQUIRED

Mastery of office automation and computer tools,

Knowledge of the elements of a supply chain and of international trade,

Initial training: Bac +2/+3 in management, commerce and/or logistics,

Professional experience: minimum 3 years,