Job ID 32278 EMEA Customer Service Representativ Regular Wrexham, United Kingdom of Great Britain and Northern Ireland (https://www.google.com/maps/place/Wrexham,United Kingdom of Great Britain and Northern Ireland) My candidate profile 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. Customer Service Representative - Wrexham 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. 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 they 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 Syensqo's 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. - 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. French / German Language Skills Desired 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. About us - 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. Middle LI-JS1