Supply Chain Customer Service Expert

The Customer Service Representative is responsible for interacting with customers to provide information, support and problem resolution to inquiries and order status. They will serves as the customer’s main point of contact for delivery and order status.

Requirements

• Serves as customers main point of contact related to delivery and order status for assigned customer portfolio
• Provides guidance to customers about quantities on stock, required time to produce and deliver
• Reviews daily customer demand and validates deviations, also subject to specific customer needs
• Ensures proactive internal notification of customer delivery risk following Customer Impact Alert process
• Collaborates on the planning of internal meetings to provide critical customer account feedback
• Review regularly and assist in the timely resolution of customer concerns/ claims/ cares on the portals related to the delivery process
• Executes manual order entry process withing required timeline and accuracy
• Communicates with customers in the event of inventory opportunities of supplying orders at an earlier time
• Identifies pull-in opportunities based on specific customer logistics / flexibility agreements
• Communicates customers first / last shipments from phase in / phase out material
• Organizes timely reviews and investigations of root cause for customer short-payments
• Approve / reject chargebacks and submits respective debit / credit memos, when applicable
• Collaborates with planning and /or logistics teams to ensure execution of shipments, per customer needs / requests