Qualifications: 

• Bachelor’s degree in business or supply chain-related field.
• 5 years’ experience in customer service, order fulfillment and order processing
• SAP processes and Master Data Management.
• Knowledge in the use of Microsoft Office® suite, including Visio and Adobe Acrobat.
• Chemical industry experience preferred.
• Supply chain or similar certification preferred.

Responsibilities:

• Ensure Customer Service Representatives under her team understand Customer Service Level Agreement and work towards meeting the SLA set.
• Perform periodic review of work processes, maintain and establish processes as needed in the parts of Order Fulfillment process from receipt of customer order to final invoicing.
• Responsible for Order Processing and Order Management of Key Critical Customers.
• Identify and respond to internal & external challenges in client’s Action Request Database.
• Responsible for balancing workloads within the team and developing CSR in her team.
• Provide support and guidance, develop and coach direct reports, including scheduling of skill training.
• Enforce SOP’s, WI’s and ensure that established processes and policies are adhered to for compliance.
• Lead cross training efforts to ensure backup coverage.
• Capable of performing all duties within Customer Service Processes, serve as a subject matter expert to her teammates.
• Serve as a subject matter expert to complicated payment terms orders and understand the requirements and implications of LC orders for the client.
• Serve as an advisory to Sales team and Customer with regards to Orders queries.
• Fully understand how Bank Processes work in relation to documentation submissions.
• Prepare and review KPI results with her team during monthly meetings.
• First point of escalation for CSR, lead to resolve issues with supply plants and Sales team.
• Support on-going projects regionally and globally.
• Perform other duties as required to support department’s functional needs.
• Responsible for mid-year and year-end performance review for her team.
• Log customers issues in site SP “Issue Management Tool”. Participate in IMT monthly discussions.
• Ensure effective Business Continuity Plan (BCP) within the department