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Sr Customer Service Administrator
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Senior Customer Service Administrator
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 operational excellence specialists and helping to build the culture in a Brand-New COE (Center of Excellence)
As a Senior Customer Service Administrator, you will act as the face for Customer Service internally (Sales, Production management, Logistics) and externally (Customers, Suppliers, Shipping companies) and will be the single point of contact for queries and issue resolution. You be responsible for overseeing the end-to-end orders management lifecycle, coordinating order processing, invoicing, and delivery, and fostering strong relationships with customers.
Essential Job Functions:
- Responsible for collaborating with cross-functional teams to resolve issues, and optimizing delivery performance.- Respond promptly and effectively to customer requests for order changes and maintain records of all changes communicated to relevant personnel and departments.- Coordinate the processing, delivery, and dispatch of orders from plants and warehouses in collaboration with nominated freight forwarders.- Proactively engage with Customers and internal stakeholders to understand expectations, requirements and their feedback, find ways to offer support to ensure on-time, in-full delivery and escalate any possible delays to relevant parties.- Taking ownership of customer complaints and issues; develop and implement corrective action plans to improve customer service.- Serve as a liaison between customers and sales teams to ensure customer needs are met.-
- Collaborate with cross-functional teams, including Product Management, Quality Managers, Transportation, Warehousing, etc., to drive resolution of issues related to order delays, backorders, returns, etc.- Manage the entire order fulfillment cycle, from sales order entry and invoicing to customer satisfaction and more.- Facilitate the order fulfillment process according to the agreed policies, SLAs and KPIs to ensure orders and invoices are processed in accordance with organizational customer standards and maintain accurate data within the order entry system.- Work closely with customers and internal departments to resolve complex issues related to orders and inventory.
Qualifications & Experience:
- Excellent communication, interpersonal, and problem-solving skills- Excellent relationship building skills with a string Customer care mindset- Exceptional attention to detail to ensure accurate and timely processing of orders received through various channels.- Strong analytical and data-driven mindset with experience in using data and analytics to inform decision-making.- Ability to manage multiple tasks and priorities to 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
Arxada has world class offering in three distinct areas:
Consumer Microbial Control (CMC) focuses on the threat posed by microorganisms to people, with products spanning the food and drink, professional hygiene, home and personal care, crop protection and wood protection areas.
Industrial Microbial Control (IMC) supplies antimicrobials and performance additives for the plastics, energy, têxtile and other industries, as well as dry-film and wet-state preservatives for the paints and coatings that provide protection and improve efficiency in the construction and marine sectors.
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