Customer Care Agent

at  Roquette

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.
Want to help us make a difference?
Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients.
Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.
The Role
We are looking for our next Customer Care Agent who is responsible for « Offer to Cash » process. According to the customer portfolio allocated:
develop customer intimacy;
manage customer relationship;
enhance customer satisfaction by providing quick and accurate responses;
be in close collaboration with the Account Managers.

Your main accountabilities will be:

• provide outbound calls to customers (phasing follow-up, orders, deliveries, complaints,…);
• create the contract, follow-up on contract phasing; register the spot contracts;
• create the Customer Rebate Agreement;
• receive customer Purchase Orders, analyze the PO in consistency with the contracts information and create/update the Sales Order accordingly in the ERP;
• follow up and monitor the Sales Order portfolio;
• in relationship with freighters /follow-up the deliveries and inform customers;
• provide the documentation attached to the delivery;
• manage the additional services linked to the delivery taking into account the customer segmentation and invoice the services according to the rules and the agreement in place;
• receive, manage and follow-up customer complaints; address the answer to customers based on SLA;
• issue credit and debit memo requests;
• based on the financial balance sheet (credit management): manage soft recovery actions for low risk or medium risk customers;
• follow up on billing due list (for end month closing);
• receive, review, handle and follow-up customer requests & samples – commercial, quality, product, supply chain domain; lead the internal coordination to obtain what is needed according to the SLA – answer to customers, get their feedback and assure the right level of customer satisfaction;
• contribute to enhance the Net Promotor Score by developing intimacy & relationship.

Key competencies requirement:

• Good knowledge of SAP & CMR and related office tools (Windows, Excel,…)
• English fluent (written / oral)
• Second Foreign Language is plus

What we will love about you:

• Agility, social skills, customer centric, empathy, proactivity, positive attitude
• Strong communication skills; detail oriented
• Team player and ability to work in a multicultural network
• Sense of priority; action oriented, strict and organized
• Strength of proposal

What is in for you?

• An international environment: more than 45 nationalities across 100 countries
• Opportunities to learn and grow
• Innovation at the heart of everything we do
• The pride of contributing with our experts to improve the well-being of millions of people around the world

Moreover, we offer you:

• Competitive salary
• Smart Working (hybrid)
• attractive benefits package:
• medical insurance in Lux Med with free dental care and foreign travel insurance for you and your family,
• group life insurance with investment fund,
• Cafeteria (Lunch vouchers, Multisport Card, other),
• Social benefit Fund including holiday subsidy,
• Retirement plan PPK,
• Corrective eyewear refund,
• Easter & Christmas vouchers
• Public Transport Allowance

If you identify yourself in this position, please apply by uploading your resume and let’s start the journey together !
Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences.
Roquette believes Diversity, Equity and Inclusion must be woven into everything we do, from the products we make, through the relationships we build with our partners, and most importantly within the teams we create and how we interact together.
As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach, by creating a workforce that represents the world we live in, and the communities and customers we serve.
To find out more about our products, values and sustainable development ambitions visit us at
www.roquette.com
and at
www.sustainability.roquette.com

Please refer the Job description for details