Senior Customer Service Expert

Arxada is a global specialty chemicals business that’s committed to solving the world’s toughest preservation challenges through better science. [With a proud history of innovation dating back more than a century], we aim to help our customers develop more sustainable solutions that protect and maintain the health and wellbeing of people and extend the life of vital infrastructure while working to reduce our and our customers’ ecological footprint.

Sustainable preservation is one of our top priorities. We are making significant strategic investments that will not only decrease our own environmental footprint, but also help customers adapt to long-term environmental and social change through the development of cleaner, greener solutions. Are you interested in becoming part of a global team of customer service specialists and helping to build the culture in a Brand-New COE (Center of Excellence)

As a Customer Service Expert, you will be responsible for processing orders received through various channels, coordinating order processing, invoicing and delivery whilst fostering strong relationships with customers. Additionally, you will be responsible for managing the entire order fulfillment cycle, collaborating with cross-functional teams to resolve issues, and optimizing delivery performance.

The position is a fixed-term role for 9 months.

Essential Job Functions:

- Ensure accurate and timely processing of orders from various channels, with a strong focus on detail.
- Respond promptly to customer requests for order changes and maintain records of all communications.
- Coordinate order processing, delivery, and dispatch with freight forwarders and internal teams.
- Engage proactively with stakeholders to ensure on-time delivery and address unresolved customer concerns.
- Manage the entire order fulfillment cycle, from sales order entry to invoicing and customer satisfaction.
- Plan shipments using complex logistics routes in coordination with production planning and logistics teams.
- Handle banking matters related to letters of credit and other documentary business.
- Manage import / export, shipping, and other associated documentation.
- Creating invoices or credit notes and request special export documentation in cooperation with the chamber of commerce or embassy.
- Optimize delivery performance by managing and overseeing backorders.
- Reviews and analyze KPI’s to better understand performance and service level.
- Analyze customer feedback and data to identify areas for improvement, providing actionable insights to management.
- Mentor and train junior customer service representatives, fostering a collaborative and supportive team environment.

Qualifications & Experience:

- BSc. of Arts or Science or related fields. Equivalent experience in a customer-focused organization is required.
- Exceptional attention to detail to ensure accurate and timely processing of orders received through various channels.
- Proven capacity to adapt to changing procedures and customer needs in a fast-paced customer service environment.
- Strong analytical and data-driven mindset with experience in using data and analytics to inform decision-making.
- Excellent communication and interpersonal skills.
- Ability to quickly assess situations, identify problems and find solutions in an independent manner.
- Effectively manage time and prioritize daily tasks without sacrificing quality.
- Ensure on-time, in-full delivery and optimize delivery performance by managing and overseeing backorders.
- Advanced Excel Skills: Advanced formula creation, pivot table creation and manipulation and data analysis and visualization using Excel. Experience with VBA programming for automating tasks and creating macros is a plus.
- Proficiency in SAP Sales and Distribution (SD) module, including order management, pricing, and billing.
- Knowledge of SAP Material Management (MM) module, including inventory management, purchasing, and material requirements planning (MRP)
- Fluency in English and Spanish

Arxada has world class offering in two distinct areas:
Microbial Control Solutions (MCS) focuses on threats posed by microorganisms to people and planet through five distinct business lines including Professional Hygiene, Home & Personal Care, Wood Protection, Paints & Coatings and Material Protection.

Arxada is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.

ES03