Customer Service Representative Staines (UK) or Mechelen (Belgium)
GANTRADE is an international privately held chemical company headquartered in Montvale, New Jersey, USA. Since 1975, GANTRADE has been a leader in the global supply chain for a broad range of monomers, intermediates, and polymers. We proudly serve industries spanning coatings, adhesives, sealants and elastomers (CASE); urethane intermediates, emulsions and polymers; plastics and resins, construction, packaging, automotive, and textiles materials.
GANTRADE EUROPE is growing its business and we’re looking for a Customer Service Representative (CSR) based in either Staines (UK) or Mechelen (Belgium).
Being part of the Supply Chain and Customer Service department, you’re in direct contact on a daily basis with international customers and you act as a critical liaison for the company’s 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.
Responsibilities
As a CSR, you will manage the entire Order-to-Cash process. The key responsibilities include the following:
1. Own the End-to-End Order-to-Cash (OTC) process and drive results:
* Manage & execute the OTC process with operational excellence
* Operate as ‘Point of Contact’ for the appointed customer portfolio (extern/intern)
* Process customer orders according to policies & manage through delivery
* Actively monitor open orders to ensure delivery to customer satisfaction
* Interact with customers pro-actively upon disruptions in the OTC process (i.e. 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
1. Build Relationships:
* Develop and maintain solid business relationships with the customers to understand customer business needs and expectations
* Interact with the broader internal and external company’s network, i.e. Sales, Supply Chain & Planning interfaces (S&OP, demand, warehousing, logistics) and 3rd party service providers in order to meet required customer experience levels
* Interact & collaborate with the Finance team to align on rebates and cash collection
1. Drive Continuous improvement & Enhance Quality:
* Suggest & drive simplification initiatives to enhance (parts of) the current OTC process
* Collect and design appropriate data documentation (KPI’s) to support data driven decision taking on improvement initiatives
* 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
Qualifications
We are looking for someone who meets the following qualifications:
* A bachelor’s degree (preferably in Logistics) or equivalent from experience
* 2-4 years of professional experience in an international Chemical company or B2B environment
* Fluency (oral & written) in English. Any other languages can be an asset.
* Strong communication skills with a customer focus mentality
* Ability to multitask in a dynamic business environment
* An eager-to-learn attitude and open to act on change
* Have a Can-do mentality with excellent problem-solving skills & an analytical mindset
* A friendly team player and at the same time an autonomous individual contributor
* Highly organized and accurate
* Flexible and pro-active personality
* ERP system experience is a plus
* Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
Bonus points if you have:
* Knowledge of Supply Chain Planning systems and processes (Navision,Business Central...) Affinity for databases and IT systems
We Offer
A permanent position based in Mechelen (Belgium) or Staines-upon-Thames (UK), depending if you live in Belgium or the UK, and working in an ambitious international company with an attractive salary and diverse competitive extra-legal benefits.
Seniority level
Not Applicable
Employment type
Full-time
Industries
Chemical Manufacturing
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