Customer Service

6 months ago

Mumbai Maharashtra, India Solvay Full time

Solvay is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

**About the role**
- To perform the Customer Service activities in order to ensure deliveries and invoicing to customers.
- As a Job title, you will work on chemistry support.You will get the opportunity to contribute to Solvay and have a positive impact on chemistry.
- Effective and accurate processing of customer’s orders (including invoicing).
- Increasing customer satisfaction.
- Contribution to complaints resolution.
- Company’s image towards customers.
- Support to Inventory management for satellite warehouses under VMI/VMOI procedures.
- Time to log a customer order from its reception.
- Invoicing accuracy and amount of post-invoicing.
- Ratio of e-invoicing.
- You will be accountable for:

- Maintain updated about own domain
- Maintain solid knowledge about the GBU business, products, markets and customers.
- Maintain a deep understanding of the Order-to-Cash process and systems (SAP).
- Stay informed about all relevant laws, rules, and regulations.
- Organize, coordinate and manage Customer Service activities
- Collect, verify and update commercial information (forecasts, sales prices, database information, customer records...)
- Ensure proper execution of customers’ orders and return orders, until invoice and, when necessary, post-invoicing.
- Ensure the accuracy of the order book.
- Coordinate with customers and company’s departments to come up with solutions to meet the customer demands.
- Provide the customer with all relevant and requested information.
- Support the inventory management for satellite warehouses under VMI/VMOI procedures.
- Address customers complaints
- Collect the customer complaints, and transfer to the appropriate units for inquiry and resolution.
- Initiate complaints in tracking and resolution processes.
- Support the Sales Manager to present the response to the complaint.
- Ensure compliance
- Ensure customer orders are processed in compliance with all applicable rules and regulations.
- Prepare all necessary documents related to credit letters and export regulations.
- Improve customer service processes
- Propose improvements to the Customer Service processes.
- Report any significant deviation from the Customer Service policy or KPI’s.
- Manage and coordinate with internal and external partners
- Participate in meetings with Sales & Marketing to clarify and review clients’ needs and requirements.
- Negotiate scheduling changes to meet urgent/specific clients’ requirements.
- Escalate problems that could not be solved at the local level.
- Coordinate with external suppliers (Transport, VMI, consignment...)
- Lead & develop people
- Train and coach more junior team members.

**About you**
- Bachelor degree or above,English communication skills is required
- More than 2 years' work experience of custmer service- Knowledge of administrative aspects of logistics: insurance, hazardous materials transportation, regulations, incoterms etc.-
- In depth knowledge of possible packaging materials techniques and their characteristics relevant for the company's products and of their characteristics including regulation and necessary documents, and the ability to use the most appropriate ones.-
- Knowledge of the various national and international regulations regarding regulated goods, and the ability to implement and enforce the compliance with these regulations.-
- Ability to manage, forecast activities in swaps, tolling activities,considering contractual settings, regulations, costs and inventory management.-
- Operational knowledge of import and export regulations, C-TPAT, AEO.-
- Ability to use / implement the forecasting process, and demand follow up, and perform arbitration when required.-
- Ability to adequately plan and optimize production and storage capacities using appropriate tools (TCO - total cost of ownership), including working capital management.**About the pay and benefits**
- Attractive and equitable pay for all: compensation is determined within a range to foster your development in the role. Your salary may ultimately be higher or lower based on your skills and experience. Additionally, we provide a competitive total rewards package that includes a bonus and/or other incentives.
- Solvay Cares program: minimum of 16 weeks of parenting leave for all employees and package with healthcare, disability and life insurance coverage.
- Prioritization of well-being: Solvay Solidarity Fund to support employees through hardship, work-life balance promotion, flexible approach to work part-time or hybrid work arrangements (depending on the type of job), employee assistance program with

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