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The Customer Service Representative (CSR) supports the customers service and commercial business in specific activities, acting also as back-up for customer service representatives.
The role is using wide and dynamic base of information and resources
Customer Service Representative (CSR) interfaces with customer service Leader and also with customer service representatives and coordinates multiple activities which to ensure proper functionality and no interruption in the business.
The CSR manages orders, prices entries, monitors billing block for orders, ensure in time release for credit blocks and correct flow for transaction execution based on company policies and procedures (SOX compliance).
OTC process (order entry, delivery monitoring etc)
Pricing coordinator ensure commercial policy in place has the right approval flow and handles pricing set-up for commercial units. This request the ability to use different tools and analyzing skills.
Handling credit blocks for invoice correction, dispute case, sales adjustments. Ensure proper approval flow and in place DOA for executing such transaction. Investigate disputes raised and monitor completeness
Follow-up on credit blocks with credit department. Ensure active customer portfolio confirmed for the season in place is not affected from shipment side by missing credit or delayed credit set-up.
Responsible for execution and review of SOX control. Ensure monthly review for OTC process, review and document transactions handled by customer service representatives. Provides feedback in relation to transaction execution to customer service Lead and coordinate review for specific reports with the Commercial Leader.
Customer management o ensure completeness of commercial contracts received/ in place/ approval flow o monitoring collaterals database (if the case) checking and review of collaterals received; active correspondence with commercial and credit where is needed o responsible to initiate and resolve any action in connection with the dispute/claims raised by the customers
Reporting, Metrics, Audits: supports overall Business by providing appropriate Customer, Sales, Shipments reports; tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-inFull; regularly obtains customer feedback to continuously improve service delivery.