Senior Customer Service Representative

The Customer Service Representative (CSR) is part of the Customer Service Team within the North American Customer Service Hub in the Supply Chain organization. This role involves heavy customer contact, order processing, and problem resolution. The CSR manages a defined portfolio of customers, building an in-depth understanding of their needs, and ensuring responsive, thorough end-to-end order management. 

Order management is multifaceted and requires coordination across internal processes such as credit, inventory management, production, and transportation to execute orders and support on-time delivery. The CSR is the key interface for customers internally and works closely with Commercial, Manufacturing, Quality, and broader Supply Chain teams to ensure fast and satisfactory turnaround of customer requests. 

We count on you to: 

• Maintain solid knowledge about GBU products and customers 

• Maintain a deep understanding of Order-to-Cash process and systems (Salesforce, SAP, other digital tools) 

• Stay informed about all regional relevant laws, rules, and regulations 

• Effective and accurate processing of customer’s orders (including invoicing) 

• Collect, verify, and update commercial information with customers 

• Ensure proper execution of customers’ orders and return orders, until invoice, and when necessary, post-invoicing 

• Ensure orders are compliant with applicable rules/regulations 

• Maintain customer related master data within SAP 

• Organize with customers and company’s internal departments solutions to meet the customer demands 

• Increasing customer satisfaction 

• Contribution to complaint resolution 

• Collect the customer information and transfer to appropriate units for inquiry and resolution 

• Initiate complaints in tracking and resolution process  

• Support Account Managers to present the response to the customer 

• Contribution to Company’s image towards customers (FNPS) 

• Provide the customer with all relevant and requested information 

• Support inventory management for satellite warehouses under consignment / vendor managed inventory procedures 

• Provide back-up support for other CSRs to ensure business continuity 

• Interacts with following functional groups to meet customer needs: 

• • Supply Chain Planning 

• • Manufacturing site Supply Chain 

• • Account Managers 

• • Product Managers 

• • Regional Logistics 

• • Credit Department 

• • Regulatory affairs and Product Stewardship 

• • Quality 

You will bring:

• 3+ years Customer Service experience in a manufacturing environment 

• BS/BA degree desired 

• Effective verbal and written communication skills; ability to be articulate and diplomatic 

• Ability to identify issues and make recommendations to solve problems. 

• Good people's skills are to be able to maintain a professional atmosphere in the workplace and navigate a diverse population of internal and external customers.  

• Familiarity with accounting and credit principles. 

• Strong organizational skills, including setting priorities, processing information quickly and managing a variety of responsibilities at the same time  

• Proficient computer skills including Google and Microsoft products, Sales Force and SAP 

• Experience in Plastics/Polymers or Manufacturing industries  

• Must be comfortable working in an international business environment with counterparts around the world; cultural awareness and sensitivity required 

• Strong team skills – able to work collaboratively and effectively with individuals in multiple business areas – takes leadership or supports others as appropriate - willing to assume additional responsibilities outside of normal job description when necessary 

You will get: 

•    Competitive salary and benefits package;
•    16, or more, weeks of maternity/paternity and co-parenting leave, according to local regulations; 
•    Training platform for all employees;
•    Free well-being sessions (physical and psychological).