Job Details
Job Summary:
The Customer Service Representative is the interface between external customers and internal SKGCA Functional Partners (Sales & Marketing Team, Logistics Team, Product Management Team, Finance Team, Technical Team) to deliver exceptional service to our customers and help the Sales & Marketing team drive sales growth.
Core Responsibilities:
- Provide solutions to customers, manage Customer Service-related operations, and collaborate with Functional Partners (Sales & Marketing Team, Logistics Team, Product Management Team, Finance Team, Technical Team).
- Manage customer orders by using the Customer Service work process. This includes validating pricing on sales orders, payment terms, timely order confirmation, credit balances, etc.
- Maintain a thorough knowledge of products that we market and sell, and SKGCA s service offerings.
- Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence.
- Contribute to, and lead, internal SKGCA projects around Customer Service process improvements.
Activities:
- Sales Order entry for customers, mainly across North America, and Central and South America. Occasionally, manage the sales order entry process for customer orders in Europe, Asia, and internal SK entities.
- Close communication with customers and SKGCA Functional Partners on order status and estimated delivery times.
- Process orders for customer samples.
- Coordinate with the Sales & Marketing team on activities involving Sales Forecasts and Sales Order reports.
- Export operations and documentation for both maritime and air processes, operating in close collaboration with the SKGCA Logistics Team, and external Freight Forwarders.
- First point of contact for the customer when requesting documentation (Datasheets, ISO documentation, etc).
- Record and manage sales returns and sales adjustments (credit/debit note requests).
- Create new customer master data and maintain updated customer information (sold-to codes, ship-to codes, partner codes, routes).
- Process credit line requests for approval and set up.
Education and Experience Requirements:
- Associates degree required. bachelor s degree preferred.
- At least 5 years experience in a raw material Customer Service or Logistics role. Chemical or food safety industry preferred.
- Experience wish SAP preferred.
Competencies:
- Proficiency with ERP Systems (SAP) and Microsoft Office (Excel, Word).
- Strong aptitude for data management and working with numbers.
- Understanding of logistics and inventories.
- Ability to take ownership, sense of urgency to customer needs, attention to detail, and a drive to problem-solve.
- Excellent customer relationship skills and a strong aptitude for teamwork and collaboration.
- Communicate proactively with customers, SKGCA s Customer Service Team Leader, and SKGCA Functional Partners.
- Strong multi-tasking skills and ability to handle multiple priorities.
- Ability to build alignment with SKGCA Functional Partners and external customer contact personnel.
- Strong aptitude to develop new skills and competencies required for the job role and beyond.
- Consistent positive attitude that adds to our effectiveness and positive culture.