Customer Service Representative Porto

Job Summary

Elementis Customer Service Representatives (CSRs) focus on delivering effective customer service, meeting SLAs, and collaborating with
- functional teams and Sales Representatives. They excel in OTC processes, complaint handling, pricing resolution, customer interaction, and account maintenance. The role involves managing multiple accounts, ensuring timely deliveries, and maintaining compliance with business policies and audit schedules. CSRs work closely with Customer Service management to implement and monitor standards and KPI metrics, supporting customers in the Americas and/or Europe.

Responsibilities

• Process all assigned/shared customer orders efficiently (standard sales orders, consignment replenishment/release, reconciliation and billing)
• Liaise with Supply Planning or propose alternative arrangements with customers regarding materials and delivery dates
• Monitor supply and demand to ensure availability for production and distribution to customers
• Route and process incoming calls on ACD (Automatic Call Distribution) line
• Monitor and manage group mailbox distribution
• Escalate critical availability issues to relevant teams and managers
• Collaborate with the credit department to investigate past due invoices and resolve accounts receivable and credit hold issues
• Ensure timely release and accuracy of invoices, debit, and credit notes in the ERP
  -
  - cash model
• Actively contribute to the continuous improvement of administrative systems and processes
• Participate in achieving organisational and departmental goals
• Maintain a high level of professionalism and positive rapport with every customer
• Support uninterrupted customer service support and experience by providing account coverage and back up during absences

What it takes

Technical Knowledge and Skills

• Communication Skills: Ability to effectively communicate with a range of stakeholders, from customers and key accounts to internal teams, fostering effective team working relationships.
• Problem Solving: Ability to deal and respond to a range of problems or activities as they arise, supporting customers with professionalism and principles aligned to our values at Elementis.
• Customer Service: Expertise and strong customer service skills, with an understanding of key customer service principles and processes

Position Requirements

• Education: Associate degree, Bachelor’s degree preferred
• Experience: Experience of working within a
  - serviced related role required
• IT Skills: JDE, Microsoft Office suite, Power
  Point, Excel & Word
• Language Skills: Fluent in English
• Working arrangements: All work performed on site at Porto Centre
• Traveling required: This role will be based at our Porto Centre. There may be, however, an occasion where you may be asked to visit other Elementis sites

Start your next chapter with us