Hybrid Customer Service Representative

at Evonik

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $60,700 - $108,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Piscataway, United States

About the role

• Customer Service Representative managing customer orders, inquiries, and supply chain processes for Evonik's chemical products. Ensuring compliance and facilitating smooth operations in a global company.

Responsibilities

• Performs customer account management building and applying knowledge of assigned products to efficiently and accurately process customer orders, billings, credits, and complaints while managing supply chain and logistics requirements for all BL products.
• Manages all Order-to-Cash processes for import, export, and domestic orders, including sample requests processing.
• Responsible for supply chain processes for off-line locations, perform shipping transactions and supplies required paperwork and disposition for aged or damaged goods.
• Monitors import, export and domestic shipment dates for customer and inventory replenishment orders based on availability of stock, pricing, etc., from both European plants and Asia locations.
• Provides support to Europe customer service and supply chain & logistics team for seamless import order processing.
• Receives and processes customer inquiries for price quotes, product availability, sample, literature etc.
• Coordinates customer price requests, receipts and accuracy, customer quotations, system entry, and maintains data records for customer & transfer prices.
• Manages billing customers daily/monthly and keeping track of rebates and their processing.
• Manages Terminal and Warehouse inventory orders, damages, aging, recommend adjustments to min-max inventory levels or location.
• Creates Purchase orders and transfer price files.
• Creates and is responsible for all customer account and inventory master data on SAP (addresses, contacts, proposal, info records, pricing, texts, vendor contracts, PO info records
• Research and works to resolve vendor and customer remittance differences and nonpayment of invoices with responsibility for monitoring and collecting open items (database and SAP transactions used to manage this) in consultation with AR.
• Applies problem solving skills to record, review, and resolve customer complaints working with all areas involved to create appropriate solutions and identification of root cause.
• Works with regulatory matters and documentation requirements (certificate of analysis, labels, SDS) always ensuring compliance.
• Creates and provides customers, Sales, and Evonik colleagues order, inventory, and technical reports on request.
• Proactively complies and operates within NAFTA and Evonik Corporation Responsible Care and ISO procedures as well as relevant Segment PM Management procedures.
• Performs a variety of duties to facilitate the flow of information to customers, sales, and various internal service groups, and is expected to cross train and back other Service & Support positions during periods of absence.

Requirements

• Bachelor’s degree or equivalent work experience required
• Three to five years inside customer support experience within the Chemical Industry strongly preferred.
• Excellent communication and decision-making skills.
• Must possess the ability to manage time vs. high volume workload
• Candidate must be a self-starter, project a positive attitude, and be able to effectively function as part of a team and in individual situations
• Experience in handling Import and Export orders, documents, and associated logistical movements
• Demonstrated PC and CRM (customer relationship management) capability preferred; SAP use experience would be a plus
• Clear understanding of supply chain, logistics, sourcing, and regulatory functions preferred

Benefits

• Medical, dental, and vision benefits
• Paid time off plan
• 401(k) savings plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Employee Assistance Program
• Voluntary Benefits and Employee Discounts
• Disability benefits
• Life Insurance
• Parental leave
• Tuition Reimbursement