.The Customer Service Representative is responsible for interacting with customers to provide information, support, and problem resolution to inquiries and order status. They will serve as the customer's main point of contact for delivery and order status. The customer service rep maintains proactive communication and acts on customer inquiries in an efficient and timely manner. Builds strong partnerships internally with production, planning, logistics, and business functions to identify and drive alternatives to deliver the customer order requirements.General ResponsibilitiesServes as the customer's main point of contact related to delivery and order status for assigned customer portfolio.Provides guidance to customers about quantities in stock, required time to produce and deliver. Reviews customer requests related to production lead-time, assesses transportation mode and service to be used based on customer coverage.Reviews daily customer demand and validates deviations, also subject to specific customer needs.Ensures proactive internal notification of customer delivery risk following Customer Impact Alert process as well as sending a proactive external notification to customers on supply risk minimum 1 week prior to the customer order schedule date.Collaborates on the planning of internal meetings to provide critical customer account feedback as it relates to minimum customer production requirements. Updates supply coverage overview based on production plan and customer needs.Reviews regularly and assists in the timely resolution of customer concerns/claims/care on the portals related to the delivery process.Executes manual order entry process within required timeline and accuracy.Communicates with customers in the event of inventory opportunities for supplying orders at an earlier time.Identifies pull-in opportunities based on specific customer logistics/flexibility agreements.Communicates customers' first/last shipments from phase in/phase out material.Organizes timely reviews and investigations of root cause for customer short-payments.Approves/rejects chargebacks and submits respective debit/credit memos, when applicable.Collaborates with planning and/or logistics teams to ensure execution of shipments, per customer needs/requests and follows up with customer needed information.Collaborates with customers to determine shipping method.Experience / QualificationsA university degree required (i.E., Bachelor's degree) or equivalent relevant work experience.Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands.Strong communication skills; oral, written and presentation.Strong organization, planning, and time management skills to achieve results.Strong personal and professional ethical values and integrity.Holds self-accountable to achieving goals and standards.Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel)
