Customer Service Representative [Mexico]

 

Solvay is a science company whose technologies bring benefits to many aspects of daily life. Our purpose—we bond people, ideas and elements to reinvent progress—is a call to go beyond, to reinvent future forms of progress and create sustainable shared value for all through the power of science. In a world facing an ever-growing population and quest for resources, we aim to be the driving force triggering the next breakthroughs to enable humanity to advance while protecting the planet we all share.

We bond with customers and partners to address today and tomorrow’s megatrends. As a global leader in Materials, Chemicals and Solutions, Solvay brings advancements in planes, cars, batteries, smart and medical devices, water and air treatment, to solve critical industrial, social and environmental challenges. You can count on our innovative solutions to contribute to safer, cleaner and more sustainable future.

We are looking for a Customer Service Representative who will:

• Maintain ownership of all details and communication throughout the order to cash process
• Negotiate commitment dates and enforcement of business rules with customers for all sales orders and help build a culture of excellent service and teamwork

We count on you for:

• Maintain ownership of all details and communication throughout the order to cash process
• Improve customer satisfaction and loyalty by building strong relationships with customer accounts
• Help build a culture of excellent service and team work
• Ensure fulfillment of domestic orders through effective information exchange and daily interface (as appropriate and required) with customers, commercial team, operations planners, worldwide site shipping and supply chain contacts
• Negotiate commitment dates and enforcement of business rules with customers for all sales orders
• Manage the routing and fulfill customer information requests relating to order management, such as product availability, SDS, COA, shipment tracking, etc.
• Manage customer emergency requirements that may require after-hours support
• Carry out contract review (customer purchase orders) throughout the entire order processing cycle ensuring pricing accuracy per documented price deviation and communication
• Perform any required invoice adjustments / return of material as per global guidelines, obtaining and documenting all necessary approvals and doing any necessary follow up with internal/external customers to ensure the complaint cycle closes within target dates
• Follow all environmental and safety regulations, related to the business sector, and act in compliance with all Mexican laws
• Manage or participate in special projects as required; travel may be required
• Ensure appropriate monthly reconciliation activities are completed on a timely basis to positively impact monthly sales reporting for all consignment accounts
• Build and maintain good relationships with internal customers
• Comply with legal and corporate valid regulations related to safety and industrial hygiene
• Work with corporate CRM and ensure the creation of new customer accounts within corporate ERP and changes on its customer master data (currency, ship-to, payment terms, etc.) as needed
• Review pricing accuracy through applicable ERP/CRM app
• Complete the billing process of their own orders and ensure that customers receives this document for all the material shipped and received by them
• Act as a back up of the CSR that performs indent and exports activities as required

You can count on us for:

• Growth and learning opportunities

You will bring:

• Bachelor’s degree in Chemical Engeneering or International Business
• 2 – 5 years of Customer Service/ Account management experience in the chemical industry
• General understanding of Supply Chain Management and the impact that different order activities and changes have upon the different points of the chain
• Ability to acquire detailed knowledge of specific customers, products, product lines by specific BU, packing & shipping standards
• Strong understanding of freight terms, payment terms, and pricing terms
• Experience with an ERP systems is preferred
• Ability to liaison with other cross functional of the Supply Chain and work with multiple processes and procedures
• Ability to use SAP, Google and Windows programs
• Possess a high level of “self-starting” thinking based on the ability to “hear” customer problems
• Highly independent worker, but does require periodic review with Export Distribution Coordinator and Customer Service Leader
• Ability to recognize, analyze, and offer solutions to customer problems or involve the necessary people to ensure the problem is properly resolved
• Ability to analyze customer order patterns to enable continuous improvement of order fulfillment process
• Quick learner and have the ability to keep an open mind to changes that may impact daily activities

Specific skills:

• Customer focus: Demonstrates service oriented attitude under all situations; Demonstrate excellent interpersonal skills, and strong analytical and problem-solving skills
• Communication: Superior communication skills including listening, verbal and written; verbal selling, negotiation skills, and telephone skills. Demonstrates maturity in dealing with conflict etc
• Technical/Functional Knowledge and Application: Proficient use and experience with SAP or other similar ERP
• Advanced English level

You will get:

• Competitive salary and benefits package
• 16, or more, weeks of maternity/paternity and co-parenting leave, according to local regulations
• Training platform for all employees
• Free language courses (24 languages available)
• Free well-being sessions (physical and psychological)

Additional information:

• Location: Mexico City
• Hybrid working model

#LI-MZ2
#LI-Hybrid

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.

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