Client Description:
The Customer Service Representative (CSR) provides exemplary customer service and support to customers by being able to proactively navigate and diagnose customer needs and respond using a wide and dynamic base of information and resources.
The CSR interfaces with customers and coordinates with multiple business and functional partners to deliver exceptional service to customers and contributes to Corteva business success.
The CSR manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives to the customer at the correct time, with the correct product, with the correct equipment and correct paperwork.
In the event of a service failure, the CSR initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer. It is expected that the CSR knows what it takes to go above and beyond the daily calls from customers; to build and maintain customer loyalty and confidence.
Responsibilities:
Key Responsibilities
• Order Management: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products. This requires the ability to multi-task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.
• Follow-up on credit blocks with credit department. Ensure active customer portfolio confirmed for the season in place is not affected from shipment side by missing credit or delayed credit set-up.
• Customer account management and invoicing
o Manage customer account in collaboration with Sales, Credit and Accounts Receivables.
o Monthly creation of invoices to CMR’s and dealers, including printing and enveloping
o Master data administration in SAP
o Responsible to initiate and resolve any action in connection with the dispute/claims raised by the customers
• Reporting, Metrics, Audits: supports overall Business by providing appropriate Customer, Sales, Shipments reports; tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-in-Full; regularly obtains customer feedback to continuously improve service delivery.
Supervise
• Reports to Customer Service Country Leader
Key Stakeholders and Interactions
• Internal: Customer Service Leader, Customer Service Representatives, Credit, SME, Commercial, Supply, Country Lead
• External: Customers, External auditors, Logistic Partners
Key scorecard
• Proactive order management and issue resolution
• Understand the business and ensure proper execution
• Proactive implication and issue resolution
• Zero non-compliance during internal or external audits
• Create business value through transaction optimization
• Customer service metrics
• Comply with internal and external control requirements
Candidate Profile:
• University graduate
• At least 2-3 years’ experience in a similar position or in customer service
• Good command on English for both verbal and written communication
• Strong attention to details; analytical skills
• Strong coordination skills with good initiative to problem solve
• Ability to work autonomously, but also as a team player
• Cross-functional collaboration
• Intermediate to advanced knowledge of Microsoft Office (Word/Excel/PowerPoint)
• ERP system knowledge (SAP) and financial background is a plus
