Customer Service Executive

Customer Service Executive - Job Specification

As a Customer Service Executive (CSE), you are part of a team. Daily you're in direct contact with international customers and act as a critical liaison for the business teams. In this role you will work in partnership with Sales, Supply Chain, Planning and Logistics partners to deliver upon the satisfaction of our customers. The Customer Service Executive manages the entire Order-to-Cash process.

Key responsibilities

Own the end-to-end Order-to-Cash (OTC) process and drive results:

• Manage and execute the OTC process with operational excellence.
• Operate as point of contact for the appointed customer portfolio (external/internal).
• Process customer orders according to policies and manage through delivery.
• Actively monitor open orders to ensure delivery to customer satisfaction.
• Interact with customers pro-actively upon disruptions in the OTC process (e.g. based on material availability, transportation issues) and drive resolution.
• Monitor monthly forecast consumption by pro-actively managing customer order patterns and address issues to the demand / S&OP interface.
• Ensure proper documentation and compliance for export orders.

Build relationships:

• Develop and maintain solid business relationships with customers to understand their business needs and expectations.
• Interact with the broader internal and external network, i.e. Sales, Supply Chain and Planning interfaces (S&OP, demand, warehousing, logistics), and third-party service providers in order to meet required customer experience levels.
• Interact and collaborate with the Finance team to align on rebates and cash collection.

Drive continuous improvement and enhance quality:

• Suggest and collaborate on simplification initiatives to enhance (parts of) the current OTC process.
• Initiate and process customer complaints in line with the complaint management process, including follow-up on potential returns, internal progress and closure of the complaint with the customer.

What we're looking for

• 2–4 years of professional experience in an international chemical company or B2B environment.
• Fluency (oral and written) in English; other languages an asset.
• Strong communication skills with a customer-focus mentality.
• Ability to multitask in a dynamic business environment.
• An eager-to-learn attitude and openness to change.
• A can-do mentality with excellent problem-solving skills and an analytical mindset.
• A friendly team player and at the same time an autonomous individual contributor.
• Highly organised and accurate.
• Flexible and pro-active personality.
• Navision / Business Central knowledge is a plus.
• Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).