Customer Care Representative at Firmenich

Job description

Purpose of the job:

Efficiently perform and monitor Order to Cash activities, provide outstanding service levels & reliable information to our customers in the region, resulting in superior Customer Care.

Job Responsibility:

Customer Relationship Management:

• Builds customer intimacy with our customers
• Respond to client inquiries related to O2C & partner with other department ( Planning, Sales, Finance) to feedback the most relevant information
• Coordinate customer requirements and plants capabilities
• Maintain a clear and efficient communication flow with customers and highlight potential issues, opportunities and action plan;
• Continuously capture relevant information on Customers, products, processes and systems to ensure a high level of customer satisfaction
• Proactively seeks innovative ways to enhance Customer Care and improve operating efficiencies
• Monitors relevant indicators that measure the level of service and proposes related action plans for service improvements
• Process Execution:
• Receive, check & place client orders in SAP & instantly confirm order registration
• Confirmation of delivery date to customers according to SLT rules.
• Manage order modification requests in line with customer requirements and business rules
• Keeps client informed proactively about order status and take appropriate actions to maximize punctuality and prevent delays.
• Organize all activities required to ensure accurate & timely delivery of products and documentation at customers’ place
• Key point of contact for customers' inquiries related to services and Supply Chain.
• Responds to all inquiries and issues related to O2C and partner with Planning, Sales, Finance to feedback the most relevant information
• Provide prompt information on orders, delivery and billing status to both internal & external customer and make sure that customers requirement in term of delivery, dates, quantity and quality are met
• Receives, enters and manages client's Non-conformances / claims
• Always adhere to operating model, standard processes, business rules and guidelines
• Provide support to Commercial and Supply Chain Projects.

Profile:

• High School degree preferred Commercial or Supply Chain studies is a plus
• 3-5 years experience of Customer Service and/or Commercial and/or Purchasing experience
• Fluent in English, French is a plus
• Very good knowledge of shipping procedures ( incoterms, documentation, custom clearance) and payment terms ( letter of credit,…)
• Must be able to work independently and as part of a team;
• Strong analytical & problem solving skills
• Excellent communication skills (verbal and written)
• Ability to multi-task and handle pressure, deadlines;
• Proficient in SAP, Microsoft Outlook, Excel and Word