Customer Service Representative - Piscataway, United States - Firmenich

Description

**Responsibilities** **and** **Functions**: * *Provide order management support for Agilex Fragrances Customers, including order entry, allocation of material to orders, returns, invoice disputes and credit adjustments utilizing information systems.*

*Process customer complaints including the investigation and the resolution. Work cross-functionally across the Agilex and customer organizations to ensure appropriate problem resolution.*

*Partner with operations colleagues (at Agilex and customer sites) to arrange for, and follow through, on all shipments and related transactions.*

*Coordinate order status, availability (pricing, and delivery to customers). Works with Logistics and, and commercial management to achieve accurate and timely delivery commitments.*

*Proactively communicates supply/delivery issues to assigned customers via daily review of open order reports.*

*Respond to customers inquiries. Responsible for maintaining accounts with updated notes and procedures; also responsible for updating and maintaining contact information in MakeScents, relating to customer and customer/material content.*

*Properly acknowledge, record, and follow-up on customer logistics and quality complaints into designated database.*

*Ensure special handling of large to complex customers requirements with regards to product specifications, special packaging, regulatory compliance, etc.*

*Access customer databases (portals) to retrieve purchase orders; ensure proper notifications to customers in regard of order management and billing documents.*

*Communicate customer expectations by interfacing with various Agilex Dept./areas*

*Handles inquiries in Customer Service Group mailbox as well as voice mail system for all Agilex accounts.*

*Works with credit and A/R to resolve customer disputes.*

*Represent Account Management and interface externally with customers in meetings.*

*Communicate pricing information to customers as needed.*

*Identify sales orders assigned and incomplete or block status and try to resolve and/or escalate sales orders.*

*Follow up with Sales Representatives and other internal leads to m aintain feedback to ensure focused consistent service to customers.*

***Essential***

***Additional Job Competencies / Job Relationships / Specialized Skills:***

*Demonstrated ability to synthesize and identify priorities/specific issues with customers.*

*Demonstrated ability to direct issues to correct internal stakeholder. (i.e. QC, marketing team, sales, Production, purchasing, etc.)*

*Knowledge in sales and distribution (SD) module such as: sales order and delivery functions, invoicing, credits/debits and return goods processes.*

*Familiar with interactions with production planning, material management, inventory management and logistics (i.e., freight, pallet quantities)*

*Excellent interpersonal skills.*

*Exceptional verbal and written communication skills.*

*Excellent computer skills including Windows-based applications.*

*Excellent Organizational skills*

*Detail oriented including follow up, quality focused, problem solving skills, conflict resolution experience*

*Analytical, results and solution oriented, as well as customer and team focused.*

*Ability to work in a fast-paced environment where multitasking is a must*

*Independent Worker. Works well under pressure & good at meeting deadlines.*

***Minimum** **Qualifications**:*

*Bachelors degree plus 1 year of comparable business experience preferred, or*

*4 years experience in Customer Care/Sales/Logistics related function*

*Understanding of plant/warehouse systems and procedures for shipping, accounting, etc.*

*Understanding of Logistics/Operations and impact to fulfilling customer orders.*