AdresSituation in Organization
This Position will report to the Customer Service Team Lead. Multiple Account specialist in the team and they rotate back up duties on accounts when anyone is out. International back up is managed by the Team Lead.
Job Dimensions
This position is responsible for the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. Individuals in this role will have SAP, ISO and related systems proficiency/expertise.
Key Activities and Responsibilities
The following are the activities and responsibilities of the coordinator role:
- Manage customer orders, manage customer expectations, resolve crises, work with DM to satisfy delivery dates, maintain master records, handle credits/debits/returns, resolve residuals, and record complaints. Proactively maintains an ongoing relationship with all customers both internal and external. Provides pricing, availability, and schedule information, with full understanding of product and packaging options. Tracks order activity and alerts potential delivery problems. Expedites the delivery of orders. Negotiate optimal mode of transportation through interaction with Logistics. Resolve crises during and after hours of operation while not jeopardizing the customer relationships. – 50%
- Demonstrate understanding and knowledge of the order process and key fields for expected results, ATP, combined settings for transportation, etc. Understanding of more complicates customer deliver processes, such as vendor managed inventory, third party orders, inter-company orders/transfers, and consignment with reconciliation. – 20%
- Knowledge of inventory review, ATP checks, product lead-time and works with plant for product availability and marketing/sales on pricing. – 10%
- Records complaints and correctly assigns to investigating party, understands implications of issues and effectively manages complaint process. Reviews finding and implications to customer. – 10%
Context and Environment
- The Arkema Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s).
- Daily functions are conducted in accordance with Arkema, Inc. Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules s or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others.
- Supports the site HES policy and complies with all regulatory and internal requirements.
- Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.).
- Supports and promotes the reporting of all health, safety, environmental, near-miss, accident, or injury incidents.
- Understands and Supports the Clear Lake Facility Acrylic Monomers HSE2Q Commitment
Required Education/Qualifications/Work Experience
- BS Degree Preferred but not required: Degree in business, marketing, or technical discipline preferred.
- Minimum Years Of Experience = 1-3
- Intermediate Excel skills (V-Look up; pivot tables, etc.) preferred.
- Proficient in Power Point
- Strong written and oral communication skills. Ability to work in a team environment. Above average organizational and planning skills.
- Strong communication skills (both written and verbal), problem solving & decision-making skills, presentation skills.
- SAP Preferred but not required.
Demonstrated Competencies
- Accurate Order entry, communication of issues as soon as possible.
- Monitor orders for on-time delivery or proactively renegotiate delivery dates.
- Follow business specific service rules.
- Creates relationship with customers, gains appropriate business knowledge. Understands customer order patterns and monitors changes, reports issues to sales staff.
- Knowledgeable in SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice.
- Maintain or exceed customer revenue and working capital targets.
- Define and communicate issues to a greater extent.
- Assist with process improvement for business specific activities internally and externally.
- Identify the need for new ISO Procedures; make recommendations for revisions and/or deletions of ISO procedures.
- Proactively assist team members with daily activities and training efforts (attend training, identify areas of importance, and share with team members).
- Ensure the same level of service is applied to all accounts whether they are assigned specifically to you or a team member. Clear, two-way communication to team members regarding the status of customer accounts in a back-up situation.
- Ability to enter and close complaints in each BU's specific complaint system within BU established service level.
- Strong communication skills
- HSEQ responsibilities include but are not restricted to the following:
- Responsible for following all AIMS HESQ policies & practices (ISO 9001, 14001, 45001, and 50001)
