Customer Service Coordinator

Ingevity•North Charleston, SC

23h

About The Position

At Ingevity, we develop innovations that purify, protect and enhance the world around us. Our products enable oil to flow better, crops to grow fuller, roads to last longer and ensure that the air we all breathe is cleaner. Our people come from all different backgrounds and help reimagine new possibilities daily. We understand there is no challenge too big and no contribution too small. We seek out new ideas for tackling complex problems and celebrate achieving the improbable. We value each person’s unique talents and synergize them to create meaningful impact and sustainable solutions for our customers and our world. Bold. Energetic. Ingenious. Genuine. If these qualities describe you, we’d love for you to join Ingevity! Position Overview: Within the Customer Service team, you will be responsible for handling customer enquiries and managing orders through our SAP system. You will manage orders through to completion, liaising with our commercial team, planners and logistics teams to ensure we meet our customers’ needs. In this fast-paced environment, collaboration with all stakeholders is critical to ensuring we are first with communication and meet customers’ expectations.

Requirements

Minimum 5 years previous work experience in a similar customer facing role (essential).
English language skills, written and oral (essential).
Excellent problem-solving skills.
Excellent time management and organizational skills.
Ability to work as part of a team.
Proficiency in Microsoft Office (essential).

Nice To Haves

Proficient in Spanish and Portuguese (reading, writing and verbal) (desirable).
Experience in working with SAP (desirable).
Experience with CRM tools such as Sales Force (desirable).
Experience in handling export orders/Import orders UK-Americas (desirable).
USMCA basic understanding (desirable).
Lean six sigma trained (desirable).

Responsibilities

You will be the voice of the customer championing every component of customer excellence.
Build strong customer relationships.
First point of contact for customer enquires via email and telephone.
Manage end-to-end order processing through the order management tool ESKER and SAP system in line with SLA.
Maintain accurate data across systems.
Communicate effectively with internal and external logistics teams.
Work collaboratively with our regional sales team and the wider global supply chain to meet customer needs and achieve customer excellence.
Attend customer meetings when required.
Customer complaints/returns – raise complaints through our complaints system in timely manner supporting with root cause analysis investigation and corrective action.
Monitor customer service general inbox
Communicate with commercial team on customers’ requirements and needs for improvement.