Customer Service Representative

LANXESS Corporation•North Fayette Township, PA

6d•Onsite

About The Position

This role is responsible for planning and executing expedient and efficient processing of customer orders in the SAP system to ensure products are delivered to LANXESS’ customers on time and without problems. This includes maintenance of customer messages and contact information in Customer Master Data records, notifying plants of special customer requests and shipping arrangements, and verifying price and incoterms on purchase orders. The representative will respond to customer inquiries regarding orders, pricing, shipments, and product availability, and resolve customer issues, complaints, and order discrepancies in a timely and professional manner. Additionally, the role coordinates shipping and delivery between customers and plants, requiring knowledge of LANXESS logistics procedures, transportation methods, and regulations. The position also involves coordinating with Sales, Supply Chain, Logistics, and Finance to ensure customer requirements are met, reviewing requests for special pricing, investigating and resolving customer deductions, and reporting inventory shortages or issues to the Regional Supply Chain Manager and Inventory Planner. The representative will register customer complaints in the IQOS database and provide corrective actions for problems encountered in shipping, billing, and inventory. Building and maintaining positive relationships with customers through excellent communication and follow-up, and supporting continuous improvement initiatives to enhance customer satisfaction and operational efficiency are also key aspects of this role. A customer-centric approach is essential, prioritizing customer satisfaction by building strong relationships and ensuring a positive customer experience, providing high-quality service that enhances customer loyalty and trust.

Requirements

BS degree in Business, Logistics, or Supply Chain or equivalent business or industry experience.
3-5 years of relevant experience.
Proficient working knowledge of SAP (or similar ERP) in a manufacturing environment.
Functional knowledge of Microsoft Office Excel and Power Point.
Strong organizational, attention to detail, communication and time management skills.
Excellent problem solving, persuasion, negotiation and conflict resolution skills.
Ability to work collaboratively across multiple departments.
Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
Strong problem-solving skills and a commitment to providing outstanding customer service.
Ability to quickly grasp general business and market information as well as related technical information regarding Lanxess products to serve as a department resource.

Nice To Haves

International logistics operations experience and knowledge of import and export compliance regulations are a plus.

Responsibilities

Plans and executes expedient and efficient processing of customer orders in the SAP system to ensure products are delivered to LANXESS’ customers on time and without problems.
Maintains customer messages and contact information in Customer Master Data records.
Notifies plants of special customer requests and shipping arrangements.
Verifies price and incoterms on purchase orders.
Responds to customer inquiries regarding orders, pricing, shipments, and product availability.
Resolves customer issues, complaints, and order discrepancies in a timely and professional manner.
Coordinates shipping and delivery between customers and plants.
Coordinates with Sales, Supply Chain, Logistics, and Finance to ensure customer requirements are met.
Reviews requests for special pricing for consistency, alignment with current freight and payments terms, and proper approvals.
Investigates and resolves customer deductions; identifies and corrects contributing factors to avoid future deductions.
Reports inventory shortages or issues to the Regional Supply Chain Manager and Inventory Planner.
Timely assignment of available inventory to comply with LANXESS transportation warehousing lead times and meet with customer’s delivery requirements.
Registers customer complaints in the IQOS database and provides corrective actions for problems encountered in shipping, billing and inventory.
Builds and maintains positive relationships with customers through excellent communication and follow-up.
Supports continuous improvement initiatives to enhance customer satisfaction and operational efficiency.