The Customer Service Representative (CSR) provides exemplary customer service and support to customers by being able to proactively navigate and diagnose customer needs and respond using a wide and dynamic base of information and resources.
The CSR interfaces with customers and coordinates with multiple business and functional partners to deliver exceptional service to customers and contributes to AgCo business success. The CSR manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives to the customer at the correct time, with the correct product, with the correct equipment and correct paperwork. In the event of a service failure, the CSR initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected that the CSR knows what it takes to go above and beyond the daily calls from customers; to build and maintain customer loyalty and confidence.
Order Management: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products. This requires the ability to multi-task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.
Inventory Management & Logistics: manages local distribution warehouse inventory, inventory accuracy and replenishment planning in collaboration with Supply Chain, as well as secondary distribution logistics with a high degree of accountability
Customer account management, Credit and Collections: manages customer account in collaboration with Sales, Credit and Accounts Receivables. Responsible for accounting transactions related to invoicing, credit notes and payment receipt. (we need to confirm how far collection is included in CS)
Reporting, Metrics, Audits: supports Sales and overall Business by providing appropriate Customer, Sales, Inventory, Warehouse reports; tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-in-Full; regularly obtains customer feedback to continuously improve service delivery.
Key Stakeholders and Interactions
Internal: CS TL or CS Lead, Sales Representatives, Supply Chain Scheduler, Supply Chain Replenishment Planner, Credit Manager, CS SME
External: Customers, Consignment customers, Distribution Warehouses, Carriers
Exceed customer expectations through successful customer relationships and firstcall issue resolution
Proactive order management and issue resolution
Create business value through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements.
Comply with internal and external control requirements
Understand the business and speak knowledgeably with customers in their local language
On Time Delivery / Invoice accuracy / Customer Satisfaction
Knowledge & experience:
Administrative and customer service knowledge & skills
PC skills: demonstrated ability to work with MS Office and MS Outlook
Previous working experience with SAP or any other ERP system
Previous working experience with SFDC will be a plus
English: demonstrated ability to read and write fluently. English speaking for internal purpose
Knowledge of any other European language will be desirable
Quality orientation: disciplined and attention to detail
Flexible in dealing with daily pressures and timelines
Stress tolerance: is able to work under pressure and manage multiple basic tasks in parallel
Teamwork/Collaboration: is respectful of others differences and able to handle constructive feedback
Can replace Order Management colleagues at all times for all products
Analysis and judgment: Identifies issues. Recognizes when to escalate in the correct way
Customer Service Fundamentals
Follow up: follow up on status of customer orders with minimum guidance
We are excited to announce that Corteva Agriscience is the name of the new Agriculture Division of DowDuPont. We are bringing together DuPont Crop Protection, DuPont Pioneer and Dow AgroSciences to create a market-shaping, standalone agriculture company with leading positions in seed technologies, crop protection and digital agriculture. We will work across the global agriculture value chain to create a more efficient food system.
At Corteva Agriscience, we seek to enrich the lives of those who produce and those who consume. This means we will help rejuvenate the agricultural ecosystem to support people and the planet and to ensure progress for generations to come.