Customer Care Specialist Porto

Overview

Customer Care Specialist role at Elementis Global involves elevating customer service standards by overseeing key accounts with autonomy and
- making authority within the Customer Service organization. They act as customer advocates focused on delivering
-
- class service to enhance relationships and satisfaction. The role includes continuous improvement of processes related to designated key accounts, managing complex issue resolutions, ensuring compliance with business policies and audit schedules, and striving for excellence in
-
- cash processes. Collaboration with
- functional teams, Sales Representatives, and Customer Service management is required to uphold standards, implement KPI metrics, and foster positive customer relationships across the Americas and/or Europe.

Responsibilities

• Serve as the primary point of contact for escalated issues from key accounts, using advanced
  - solving to address complex challenges.
• Foster strong communication with key accounts, understanding their needs and preferences.
• Route and process incoming calls on the ACD (Automatic Call Distribution) line.
• Monitor and manage group mailbox distribution.
• Escalate critical availability issues to relevant teams and managers.
• Proactively monitor supply and demand to ensure availability for production and distribution to customers.
• Liaise with Supply Planning or propose alternative arrangements with customers regarding materials and delivery dates.
• Process all assigned/shared customer orders efficiently (standard sales orders, consignment replenishment/release, reconciliation and billing).
• Collaborate with the credit department to investigate and resolve financial issues, including past due invoices, AR challenges, and credit holds.
• Ensure timely release and accuracy of invoices, debit and credit notes in the ERP
  -
  - cash model.
• Prepare and analyze
  - specific reports complying with company rules and laws.
• Actively contribute to the continuous improvement of administrative systems and processes.
• Participate in achieving organizational and departmental goals.
• Lead initiatives for continuous improvement in processes related to key account management.
• Cultivate and maintain strong relationships with key accounts, addressing their needs and concerns.
• Set a high standard for professionalism and positive rapport within the key account portfolio.
• Support uninterrupted customer service by providing account coverage and backups during absences.
• Deliver on customer needs within defined standards, policies, and procedures, acting autonomously as required.

Qualifications and Skills

• Communication: Ability to effectively communicate with customers, key accounts, and internal teams to foster collaboration.
• Problem Solving: Ability to respond to a range of problems professionally and in line with company values.
• Customer Service: Strong customer service knowledge with understanding of key customer service principles and processes.
• Analytical Skills: Ability to interpret data, trends, and key account behaviors.

Position Requirements

Education: Associate degree; Bachelor’s degree preferred.

Experience: Minimum 3 years in a
- service related role required.

IT Skills: JDE, Microsoft Office Suite (Power
Point, Excel, Word).

Language Skills: Fluent in English; French or German is a plus.

Working arrangements: Minimum 3 days a week in the office.

Travel: This role is based at our Porto Centre. Occasional travel to other Elementis sites may be required.