Cust. Serv. Assistant 3

To executive all activities necessary for a smooth and uninterrupted order delivery process.

Purpose of the role:

Coordinate efficient customer order processing, provide necessary import documentation to customers, ensure an efficient and sustainable level of customer service quality to all customers.

Key accountabilities:

Ensure efficient and timely handling of the Order to Cash process in close collaboration with our Distribution Center/Forwarding agent and planning department. Check and monitor credit limits in close collaboration with the account management and Finance. Adhere to segregation of duties and SHE guidelines. Process deliveries by allocating manually or automatically batches for each industry subject to customers’ specific requirements

Surveillance of return orders within the customer complaint process, replacement of goods, and all documentation/certificates related to the orders, i.e. orders confirmation, invoices, credit notes

Working in close cooperation with Supply Chain, Premix Production and Customer Service to minimize hurdles and assure the best possible service to the customers

Process and surveillance of Customer Complaint, identify potential problem and source of solution and where appropriate escalate to CCS Management to avoid reoccurrence. Surveillance of return orders within the customer complaint process, replacement of goods, all documentation/certificates related to the orders, i.e.orders confirmation, invoices, credit notes

Education and Expedience:

•       Bachelor Degree or equivalent experience in business related field

•       Fluent in English and French

•       Good knowledge of Microsoft application and ERP system SAP

•       Practical experience in Customer Service and transportation activities

      Critical Competencies:

·       Team player

        Ability to perform under stress

        Problem solving ability

        Flexible and open minded

       Business and process oriented

       Communicative and cooperative

     Leadership values:

      •Builds trust, collaborates with colleagues and is a force for good

      •Demonstrates high level of responsibility shape the future as well as owning the outcome

      •Team player, develops others, and enables dsm-firmenich to be  “the best company to work for”

     •Encourages outside-in views, welcomes challenges, and promotes customer centricity