The Customer Service Specialist reports to the Supply Chain Manager/Customer Service Lead. Multiple Customer Service specialists in the team and they rotate back up duties on accounts when anyone is out. There are no direct reports for this role.

• This position is responsible for the Sales Order Management process, customer satisfaction and support. The scope of this role includes EMEA sales organizations for the Advanced Packaging & Converting (AP&C) Business Unit.
• This position is the Customers’ contact from the moment they place the order to the moment it is delivered.
• Coordinates the information flow between internal and external parties (such as customers, sales team, demand manager, planners, logistics, invoice to cash team). Works everyday in collaboration with them.
• Individuals in this role will have SAP and Order management related systems proficiency/expertise

WHAT ARE YOU GOING TO DO?

• Manages customer orders and customer expectations, resolves crisis situations.
• Proactively maintains an ongoing relationship with all customers both external and internal.
• Provides pricing, availability, and schedule information, with full understanding of product and packaging options.
• Maintains a thorough knowledge of the businesses, products, applications and service offerings.
• Demonstrates understanding and knowledge of the order process, inventory review, ATP checks, product lead-time and transportation settings. Understanding of more complicated customer delivery processes, such as third-party orders, inter-company orders/transfers, and consignment with reconciliation.
• Works with Demand Manager/Planners for product availability, to satisfy delivery dates when achievable and works with sales on pricing. Finds the right balance between customers’ requirements and Bostik Capabilities.
• Tracks order activity, proactively solve blocking issues and liaises with Logistics in case of delivery problems. Keeps the customers informed.
• Transportation optimization support: liaises with logistics and customers to consolidate orders when possible.
• Supports Exports Process.
• Records Complaints, understands implications of issues and effectively manages complaint process
• Ensures that credits/debits/returns are entered and processed; helps resolving residuals/overdue payments on a timely basis.
• Ensures that relevant credit limits are approved and set-up in the system.
• Ensures that the customer master data is properly maintained.

WHAT CAN YOU DO?

• University Degree, preferably in Supply Chain Management, Business, marketing, or technical discipline preferred
• 3+ years of hands-on experience in a customer-facing environment.
• Strong written and oral communication skills. Ability to work in a team environment. Above average organizational and planning skills. Ability of seeing the overview.
• Strong communication skills (both written and verbal), problem solving & decision-making skills; presentation skills.
• Customer mindset.
• SAP experience highly desirable.
• Intermediate Excel skills (V-Look up; pivot tables, etc.) preferred.

The Customer Service Specialist reports to the Supply Chain Manager/Customer Service Lead. Multiple Customer Service specialists in the team and they rotate back up duties on accounts when anyone is out. There are no direct reports for this role.

• This position is responsible for the Sales Order Management process, customer satisfaction and support. The scope of this role includes EMEA sales organizations for the Advanced Packaging & Converting (AP&C) Business Unit.
• This position is the Customers’ contact from the moment they place the order to the moment it is delivered.
• Coordinates the information flow between internal and external parties (such as customers, sales team, demand manager, planners, logistics, invoice to cash team). Works everyday in collaboration with them.
• Individuals in this role will have SAP and Order management related systems proficiency/expertis