Job Summary
Elementis Customer Care Specialists play a pivotal role in elevating customer service standards by overseeing key accounts with heightened level of autonomy and decision-making authority within the Customer Service organization. They are customer advocates focused on delivering best-in-class service that enhances the customer relationship and increases satisfaction. They proactively engaged in continuous improvement initiatives within the processes related to their designated key accounts. They manage complex issue resolutions, maintain compliance with business policies and audit schedules, and strive for excellence in order-to-cash processes. They collaborate closely with cross-functional teams, Sales Representatives, and Customer Service management to uphold standards, implement KPI metrics, and foster positive customer relationships across the Americas and/or Europe.
Job Description
Communication and Issue Resolution:
- Serve as the primary point of contact for escalated issues from key accounts, utilizing advanced problem-solving skills to address complex challenges.
- Foster strong communication channels with key accounts, understanding their unique needs and preferences.
- Route and process incoming calls on ACD (Automatic Call Distribution) line
- Monitor and manage group mailbox distribution
- Escalate critical availability issues to relevant teams and managers
Customer Order Processing and Management
- Proactively monitor supply and demand to ensure availability for production and distribution to customers
- Liaise with Supply Planning or propose alternative arrangements with customers regarding materials and delivery dates
- Process all assigned/shared customer orders efficiently (standard sales orders, consignment replenishment/release, reconciliation and billing)
Financial Management and Documentation:
- Collaborate closely with key accounts and the credit department to investigate and resolve financial issues, including past due invoices, accounts receivable challenges, and credit holds.
- Ensure timely release and accuracy of invoices, debit, and credit notes in the ERP order-to-cash model
- Prepare and analyze customer specific reports complying to company rules and laws.
Continuous Improvement and Goal Achievement:
- Actively contribute to the continuous improvement of administrative systems and processes
- Participate in achieving organizational and departmental goals
- Lead initiatives for continuous improvement in processes related to key account management
Customer Relations and Professionalism
- Cultivate and maintain strong relationships with key accounts, acting as a strategic partner in addressing their needs and concerns.
- Set a high standard for professionalism and positive rapport within the key account portfolio.
- Support uninterrupted customer service support and experience by providing account coverage and back up during absences
Decision making
In line with strategic direction from customer service management, you will be expected to deliver on customer needs and take appropriate action to act on within defined standards, policies and procedures. On a day-to-day basis, you will deal autonomously to solve relevant queries, issues or activities where necessary and to provide excellent outcomes for customers.
What will it take
Technical Knowledge and Skills
- Communication Skills: Ability to effectively communicate with a range of stakeholders, from customers and key accounts to internal teams, fostering effective team working relationships.
- Problem Solving: Ability to deal and respond to a range of problems or activities as they arise, supporting customers with professionalism and principles aligned to our values at Elementis.
- Customer Service: Expertise and strong customer service kills, with an understanding or key customer service principles and processes
- Analytical Skills: Strong analytical skills with the ability to interpret data, trends, and key account behaviors.
Position Requirements
Education: Associate degree, Bachelor’s degree preferred
Experience: Minimum 3 years of experience of working within a customer-serviced related role required
IT Skills: JDE, Microsoft office suite, Powerpoint, Excel & Word
Language Skills: Fluent in English, French or German is a plus.
Working arrangements: Minimum 3 days a week in the office
Traveling required: This role will based at our Porto Centre. There may be, however, an occasion where you may be asked to visit other Elementis sites