Customer Service Team Lead

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

• Manages the communication between the Plants and the customer once orders have been received from the customer.
• Close contact with the Commercial Teams and Account managers - based in various different geographical locations
• Takes decisions to escalate when required to do so. 
• Ensures Master data information for all customers is accurate at all times.  
• Special requests from customers are managed in conjunction with the Supply Chain Team and Account Managers.  Decisions are taken whether to implement requests or not.   
• Management of customer’s order book through to accurate invoice payment; excellent understanding of customer’s requirements. 
• Supports Shared Business Services /Complaint Management with credit/debit/rebates.
• Manages and takes accountability for customers KPI’s – is able to report, and take decisions to drive improved customer results. 
• Takes decisions to drive customer improvements and satisfaction. 
• Works closely with the Plants (Site Liaisons, Planning, Quality, Labs, Logistics and Order Fulfilment teams)  
• Administers all orders ensuring only accurate data is transposed into the ERP system(SAP) and other Customer Service Tools eg CRM Sales Force.
• Able to discuss any necessary order changes with customers directly prior to input. 
• Handles and downloads/uploading needed to manage customers portals.  
• Responds in customer portals in a timely manner to ensure any customer KPI’s are met and satisfied. 
• Ensures all documents are properly located in the correct drives for further inspection or for audit related purposes. 
• Ensures pricing is accurate at all times, working closely with the Pricing and Data Management Teams. Liaises with the Pricing Team when pricing needs to be amended.
• Able to use conversion rates and understands various UOM for order accuracy and shipments. 
• Manages outstanding payments due to inaccurate data, and regular follow ups with the customer and cash collection teams.  Implements credits/debits/rebates, working closely with Complaints Management teams. 

Requirements

• Has an excellent knowledge of our compliance obligations and initiates the need for export licenses as and when needed.  
• Ensures all due diligence is carried out for compliance prior to data entry.
• This position requires a high degree of proficiency in organisational skills to handle detailed information and the timely processing of the information to ensure customer satisfaction.

About us

• While we have identified potential internal profiles for this role, we are committed to a fair and inclusive selection process. In order to comprehensively evaluate all qualified internal people, we are actively encouraging applications for this position.
• Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.
• At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.