Customer Service Representative

Job Description:
**Job Description**:
Job Title

:
Customer Service Rep.

Business

:
Polyurethanes

Location

:
Deer Park

Reports to

:
Purchasing & Supply Chain Manger

Job Holder

:
Date

:
1. Purpose

To co-ordinate the operational requirements of the customers by managing their service expectations, understanding Polyurethanes capacity to meet those requirements, and processing customer orders through to delivery.

Work with Commercial/Sales teams and Supply Chain to ensure orders be proceeded in efficient and effective.

Manage forwarders’ quotation and performance to ensure orders be supplied with cost effective way to satisfy domestic and international customers’ needs on time in full.

Manage ANZ indent sales orders, as well as polyol blends and prepolymer export business to Asia Pacific region.

2. Dimensions

Customer Geographic: ANZ

Total customer: 120

Sales volume: 20kt

Sales revenue: USD $60m

CM margin: USD $20m

3. Principal Accountabilities

Work closely with sales, supply plants and production planner, carefully monitor stock and shipping schedule to fulfill order requirement. Support sales team in business development, collect and maintain customer agreements in whatever form they may take. This includes customer master data, outline agreements, prices, customers’ special requirement in the business information systems. Actively manage customer complaints and ensure that they are resolved without delay and remain aware of the problem solving process at any point in time to ensure that the customer is kept informed of progress. Actively monitor order progress and keep customer fully informed of any changes from the original promise. Closely communicate with supply plants and well handle any unexpected situation once happened. Identify the delivery and documentation required from customers. Forward the information to logistics function for timely preparation and dispatch of the delivery. Actively manage product return, ensure they are proceeded in line with company process, work with sales, customer, shipping line, customs, Q.C. and logistics functions, monitor the progress and solve it without delay. Actively act as first line in SAP order processing, ensure the order and documentation be conducted without delay.

Work out SAP solution with CCC team for special order scenarios or tickets.

Follow up-dated control process to comply with company EHS, Product-EHS, ITC, and SOX requirement to prevent any reportable or lost-time accident.

3.9 Maintain good relationship with customers to aid smoothing supply chain

constraints.

3.10. Support logistics cost control and stock monitor.

4. Qualifications & Experience

At least 3 years working experience in customer service, plus 2 years polyurethanes experience. Excellent people skills: communication, persuasion, influencing, negotiation, etc. Excellent knowledge of inventory control, materials management, international trade. Must have high attention to detail and well organized.

5. Special Features

The jobholder must have a detailed understanding of customers business and be fully aware of their requirements and order patterns. In addition the jobholder must proactively contact customers in order to ensure that customers needs are fully met. The jobholder is expected to maintain and enhance a personal relationship with the customer as the prime day to day contact of Huntsman Polyurethanes. This involves building up a solid working relationship with her/his equivalent at the customer. Communication & negotiation skills are prerequisite in order to carry out alone or to support the C.S. & Logistics Manager in handling customer compliant. An aptitude for working with modern information systems such as SAP R3, as well as PC based packages such as Microsoft Office, is required to perform the daily tasks of the role. The jobholder needs to be stress resistant to deal with a varying workload and the potential problems and customer issues that may arise. In addition the jobholder needs to be tenacious and so get over obstacles that may appear in order to meet the needs of the customer.

6. Working Relationship

Contact Who Method Frequency

Customers Phone, mail, daily

Customers Visit when necessary

Sales Phone, mail, daily

Sales Face to face daily

DP Operation Phone, mail, face to face daily

Additional Locations: