Customer Service Representative

Evonik•Piscataway, NJ

24d

About The Position

What we offer Explore a world of opportunities with us. Look ahead with us and help shape innovative solutions to make our world more sustainable and life healthier, more vibrant and more comfortable. At Evonik, you have the chance to explore, thrive, and grow alongside 33,000 colleagues. Among attractive career paths and high-quality development programs, we not only offer performance-based remuneration and occupational health benefits but also hybrid and flexible working environments with #SmartWork. Bring your fresh perspective, develop your strengths, break out your mold, and find a career that fits your dreams with us. Click on the link below to learn what our employees have to say about Evonik: https://careers.evonik.com/en/about/meet-the-team/ RESPONSIBILITIES Performs customer account management building and applying knowledge of assigned products to efficiently and accurately process customer orders, billings, credits, and complaints while managing supply chain and logistics requirements for all BL products. Manages all Order-to-Cash processes for import, export, and domestic orders, including sample requests processing. Responsible for supply chain processes for off-line locations, perform shipping transactions and supplies required paperwork and disposition for aged or damaged goods. Monitors import, export and domestic shipment dates for customer and inventory replenishment orders based on availability of stock, pricing, etc., from both European plants and Asia locations. Provides support to Europe customer service and supply chain & logistics team for seamless import order processing. Receives and processes customer inquiries for price quotes, product availability, sample, literature etc. Coordinates customer price requests, receipts and accuracy, customer quotations, system entry, and maintains data records for customer & transfer prices. Manages billing customers daily/monthly and keeping track of rebates and their processing. Manages Terminal and Warehouse inventory orders, damages, aging, recommend adjustments to min-max inventory levels or location. Creates Purchase orders and transfer price files. Creates and is responsible for all customer account and inventory master data on SAP (addresses, contacts, proposal, info records, pricing, texts, vendor contracts, PO info records Research and works to resolve vendor and customer remittance differences and nonpayment of invoices with responsibility for monitoring and collecting open items (database and SAP transactions used to manage this) in consultation with AR. Applies problem solving skills to record, review, and resolve customer complaints working with all areas involved to create appropriate solutions and identification of root cause. Works with regulatory matters and documentation requirements (certificate of analysis, labels, SDS) always ensuring compliance. Creates and provides customers, Sales, and Evonik colleagues order, inventory, and technical reports on request. Proactively complies and operates within NAFTA and Evonik Corporation Responsible Care and ISO procedures as well as relevant Segment PM Management procedures. Performs a variety of duties to facilitate the flow of information to customers, sales, and various internal service groups, and is expected to cross train and back other Service & Support positions during periods of absence. May participate in the training and orientation of new or temporary department personnel. This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, or effort, associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other different tasks, be performed when circumstances change (e.g., emergencies, personnel changes, workload, rush jobs, or technological developments.)

Requirements

Bachelor’s degree or equivalent work experience required
Three to five years inside customer support experience within the Chemical Industry strongly preferred.
Excellent communication and decision-making skills.
Must possess the ability to manage time vs. high volume workload
Candidate must be a self-starter, project a positive attitude, and be able to effectively function as part of a team and in individual situations
Experience in handling Import and Export orders, documents, and associated logistical movements
Demonstrated PC and CRM (customer relationship management) capability preferred; SAP use experience would be a plus
Clear understanding of supply chain, logistics, sourcing, and regulatory functions preferred

Responsibilities

Performs customer account management building and applying knowledge of assigned products to efficiently and accurately process customer orders, billings, credits, and complaints while managing supply chain and logistics requirements for all BL products.
Manages all Order-to-Cash processes for import, export, and domestic orders, including sample requests processing.
Responsible for supply chain processes for off-line locations, perform shipping transactions and supplies required paperwork and disposition for aged or damaged goods.
Monitors import, export and domestic shipment dates for customer and inventory replenishment orders based on availability of stock, pricing, etc., from both European plants and Asia locations.
Provides support to Europe customer service and supply chain & logistics team for seamless import order processing.
Receives and processes customer inquiries for price quotes, product availability, sample, literature etc.
Coordinates customer price requests, receipts and accuracy, customer quotations, system entry, and maintains data records for customer & transfer prices.
Manages billing customers daily/monthly and keeping track of rebates and their processing.
Manages Terminal and Warehouse inventory orders, damages, aging, recommend adjustments to min-max inventory levels or location.
Creates Purchase orders and transfer price files.
Creates and is responsible for all customer account and inventory master data on SAP (addresses, contacts, proposal, info records, pricing, texts, vendor contracts, PO info records
Research and works to resolve vendor and customer remittance differences and nonpayment of invoices with responsibility for monitoring and collecting open items (database and SAP transactions used to manage this) in consultation with AR.
Applies problem solving skills to record, review, and resolve customer complaints working with all areas involved to create appropriate solutions and identification of root cause.
Works with regulatory matters and documentation requirements (certificate of analysis, labels, SDS) always ensuring compliance.
Creates and provides customers, Sales, and Evonik colleagues order, inventory, and technical reports on request.
Proactively complies and operates within NAFTA and Evonik Corporation Responsible Care and ISO procedures as well as relevant Segment PM Management procedures.
Performs a variety of duties to facilitate the flow of information to customers, sales, and various internal service groups, and is expected to cross train and back other Service & Support positions during periods of absence.
May participate in the training and orientation of new or temporary department personnel.