CUSTOMER SERVICE REPRESENTATIVE - TEMPORARY (6 MONTHS)

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    "ShortDescriptionStr": "Purpose of Position:\nThe Polyolefins Front Office E/A – Order Management and Customer Care position is the one responsible for the set of activities that happen after the Order Confirmation has been sent to the client. Which encompasses the follow-up on the order flow, management of the customer’s loading schedules, active communication supporting the customers with all their needs, analysis of the account’s performance (account receivables), and all the necessary adjustments to ensure lean processes and healthy accounts. All of it with a strong sense of post-delivery care and actions to improve continuously the customer satisfaction rate. \n",
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    "ExternalDescriptionStr": "<p style=\"margin-left:0cm\"><strong>Purpose of Position:</strong></p>\n<p>For our office in Rotterdam we are looking for a motivated temporary <strong>Customer Service Representative (6 months)</strong> who will support our team and join our company. The Polyolefins Front Office E/A – Order Management and Customer Care position is the one responsible for the set of activities that happen after the Order Confirmation has been sent to the client. Which encompasses the follow-up on the order flow, management of the customer’s loading schedules, active communication supporting the customers with all their needs, analysis of the account’s performance (account receivables), and all the necessary adjustments to ensure lean processes and healthy accounts. All of it with a strong sense of post-delivery care and actions to improve continuously the customer satisfaction rate.&nbsp;<br><br><strong>Key Accountabilities:</strong></p>\n<ol>\n <li>Acts as main contact person for the clients for all the aspects associated to the order journey;&nbsp;</li>\n <li>Performs regular order-specific checking of the availability of products in coordination with Supply Chain, Logistics and Commercial. Disclose information on availability, and coordinate their demand with our delivery capabilities;&nbsp;</li>\n <li>Works in SAP ERP system after the Order Confirmations are sent to the client (scope of Polyolefins Backoffice E/A), with adjustments in the existing orders (change date, cancel, correct packaging, incoterms, prices, etc.), making sure that for the overall portfolio the orders are ready to be picked-up on time;&nbsp;</li>\n <li>Acts with ownership and accountability using the Dashboard as the main management tool, and setting clear directions using the KPIs as basis for mature and business driven decisions while handling of the operations.&nbsp;</li>\n <li>Searches and shares proactively information (in connection with logistics and/or a track and trace logistics platform) to the client whenever there are updates in the delivery, and manages assertively the communication if there are delays, logistics disruptions, material shortage, etc.&nbsp;</li>\n <li>Manages correct documentation instruction to external Brokers, Logistics and international teams, maintaining communication with interfaces in Europe and worldwide, if applicable. Also, provides to clients all the necessary documentation (BLs, MDSDS, Delivery Notes, Invoices, etc.) that the customers require.&nbsp;</li>\n <li>Follows-up on account status, acting on invoice corrections and general financial adjustments&nbsp; (VAT, Discounts, Claims, etc.).&nbsp;</li>\n <li>Has clear and relevant knowledge on the types of packaging and loading strategies among different plants (bulk, bags, product conditioning, dimension, delivery modals, etc.) and the impact of the incoterms in the delivery process.&nbsp;</li>\n <li>Enters claims in the systems and provides the necessary and tempestive support to the quality department towards investigation and settlement.</li>\n <li>Leads client demands internally coordinating with the necessary stakeholders all the actions to service them - in alignment with the customer classification and business strategy.</li>\n <li>Whenever applicable, opens and negotiate Letters of Credit.</li>\n <li>Manages the Customer Facing Portal (Bridge), adding new clients, engaging in new features and reporting in case of failures or inconsistencies.</li>\n <li>Processes product returns and/or customer complaints in coordination with Commercial, Quality, Supply Chain and Logistics standards.</li>\n <li>Controls the portfolio, engaging with the account manager in case there are excessive changes in the orders that might impact the receivables' performance.&nbsp;</li>\n <li>Control the order intake, making sure that the activities and orders entered by Polyolefins Backoffice E/A team are timely and according to customer's needs;</li>\n <li>Influences the clients positively to foster the automation goals and increase the Order Entry efficiency in alignment with the directive of Polyolefins Backoffice E/A;&nbsp;</li>\n <li>Works with adaptability whenever the team needs support, being open, supportive, and efficient on portfolio changes and challenges that might arise within the team or with clients;&nbsp;</li>\n <li>Contact the client for Satisfaction Checks and address all the necessary demands for exclusive customer support for good CSAT scores;<br><br><strong>Tools:&nbsp;</strong></li>\n</ol>\n<ul>\n <li>SAP ERP;</li>\n <li>Customer Portal (Bridge);</li>\n <li>4 kites and or similar tools</li>\n <li>Ms Office 365</li>\n <li>Sales Force&nbsp;</li>\n <li>Strong analytical skills;&nbsp;</li>\n <li>High level of input accuracy;</li>\n <li>Problem-solving;</li>\n <li>Basic/Intermediate knowledge of data analysis;</li>\n</ul>\n<p style=\"margin-left:0cm\"><br><strong>Interfaces:</strong></p>\n<ul>\n <li>External Clients</li>\n <li>Sales</li>\n <li>TS&amp;D</li>\n <li>Finance (Credit, Collection and Receivables)</li>\n <li>Logistics</li>\n <li>Supply Chain (Production and Demand planning)</li>\n <li>Product Stewardship&nbsp;</li>\n <li>Quality</li>\n <li>IT (Customer Facing Portal and Sales Force)&nbsp;<br>\n   &nbsp;</li>\n</ul>\n<p style=\"margin-left:0cm\"><strong>Technical / Management Knowledge&nbsp;</strong></p>\n<ul>\n <li>Completed higher vocational education or relevant professional training at comparable level;</li>\n <li>This is a fixed-term position with an initial duration of six months. The possibility of extension is based on business needs and performance.</li>\n <li>Minimum 3 years of experience in Customer Service, International trade (import/export order handling), Sales Administration or related areas;</li>\n <li>Possess an understanding of import/export documentation and procedures such as: Letter of credits and, Incoterm familiarity, Logistics documents (CMR, Delivery Note, CoA, etc);&nbsp;</li>\n <li>&nbsp;Solid understanding of the overall Order-to-Cash Process;</li>\n <li>Strong process understanding and analytical skills;&nbsp;</li>\n <li>Understanding of interfaces and correlations between the relevant operational functions (Sales, Supply Chain, Logistics, etc.);</li>\n <li>Experience in SAP or another ERP system;</li>\n <li>Solid MS office skills;</li>\n <li>Fluent in English;</li>\n <li>Fluent in German to be considered as an advantage;</li>\n <li>Strong customer focus and capacity of receiving feedback and managing conflicts;</li>\n <li>Strong organizational and communication skills;</li>\n <li>Leadership abilities to coordinate and provide guidance on complex operational problems;</li>\n <li>\n  <p>Adaptability and drive towards problem solving. Process orientation;<br><br><br><strong>About Braskem</strong></p>\n  <p>Braskem is a Brazilian chemical and petrochemical company that stands out for being the largest producer of thermoplastic resins in the Americas and the world leader in the production of biopolymers. We are present with industrial units in Brazil, Mexico, the United States and Germany and currently have 8000 employees worldwide. People are at the center of Braskem’s growth strategy. We believe in and value human beings, their potential, and their desire to develop.</p>\n  <p>We're a truly global and collaborative group of people. Having a diverse, inclusive and respectful workplace is important to us. Join us on an exciting journey and help us build today the future we want tomorrow!</p>\n  <p><strong>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the bases of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.</strong></p></li>\n</ul>\n<p>&nbsp;</p>",
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