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Customer Service Representative, Materials Business Unit

Solvay is among the world leaders in composite materials, recognized by its customers as a successful innovator and provider of reliable high-performance and value-added solutions. The Composite Materials Global Business Unit (GBU) develops, manufactures and markets most materials required for the production of automotive and aerospace structures such as prepregs, adhesives and surfacing films. We are looking for enthusiast Customer Service Representatives with multi-lingual skills, fast learning abilities and the potential to grow within our organization and influence it

Mission

Forms part of the Customer Services Team. Sits at the edge of both Commercial and Supply Chain organizations. Manages and supports a specified portfolio of customer for which he/she ensures that customer orders are accurately presented to the company first time, every time. In depth understanding of customer’s needs and guides requests through Solvay organisation. The CSR forms part of a team and as such, is an active Team Member, support team colleagues whenever necessary. Follows the Contract Review process and suggests improvements to ensure the process is always thorough.

Job Description

• Manages the communication between the Plant and the customer.
• Takes decisions to escalate when required to do so.
• Ensures Master data information for all customers is accurate at all times.
• Fully complies with the Clean Purchase Order Policy
• Special requests from customers are managed in conjunction with Supply Chain Team and Product 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 SBS/Complaint Management with credit/debit/rebates.
• Supports and is fully engaged in PMI interaction/discussions.
• 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, and Logistics)
• Administers all orders ensuring only accurate data is transposed into the ERP system.
• 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.
• Works with the relevant parties to ensure Contract Review is followed to the letter.
• 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 controls Customer Service input for the ‘Deductions Process’
• Implements credits/debits/rebates, working closely with Complaints Management teams.
• 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

  Profile

• Deep knowledge and understanding of the business processes and systems.
• Broad knowledge of the business and customer base.
• Demonstrates the ability to make sound business decisions that support customers’ requirements while complying with documented guideline and policies.
• Demonstrates the ability to solve customer problems in a changing environment without completely defined process steps for success.
• Working knowledge and understanding of ERP systems to extract relevant data to support customers.
• Team player with excellent negotiation and diplomacy skills both with internal and external customers in order to accomplish tasks.
• Prior experience in a manufacturing environment, ideally with knowledge of government and industry quality system requirements, customer and internal terms and conditions, contract administration.
• 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.
• Good independent judgement. Is able to communicate well and possess customer focus.
• Be knowledgeable on product terminology, customer specs and procedures. The willingness to learn and apply basic technical information/terminology and be familiar with material applications is essential.
• Good understanding of export compliance.

  We Offer

• A challenging, rewarding and international work environment in a globally operating Group.
• Clear opportunities to steer your career towards managerial roles within Customer Service or Supply Chain, and bridges to join the commercial organization.
• An attractive salary package.

After 50 years, we are going back to the Moon... Solvay Materials are making it possible once again for Humans to return to the Moon. Check here our Artemis missions with NASA: we will land the first woman and first person of color on the Moon.

Solvay’s purpose is to bond people, ideas and elements to reinvent progress. We can only fulfill this purpose with a diverse workforce that feels respected and appreciated, and has equal opportunities to work, grow and thrive. Our differences, visible or not, are valued. As Solvay seeks to promote unity and not uniformity, we invite you - regardless of background, age, gender, race, national origin, ethnicity, religion, sexual orientation, ability or identity - to consider a future with us.