Customer Service Representative

Basic Function

As Customer Service Representative you will be responsible for providing top tier customer service working with your customer portfolio and you will be part of our domestic and/or export order fulfillment process. During a typical day, you receive orders, check product availability, coordinate with the shipping department for Logistics aspects, for product transportation and delivery, and ensure accurate invoicing.

You will act as Customer Service in order to resolve customer or business related challenges, and operate with diligent degree of knowledge handling customers, products, manufacturing, and transportation procedures.

Your function requests, as well, to be able and willing to back-up all businesses within the group and become a natural go to person in case of operational issues.

Location: Milan (Sesto San Giovanni offices)

Roles & Responsibilities

• Delivering highest quality service to your customers, handling customer requests in a timely and professional manner, building up long term value for the company while increasing customer satisfaction.
• Constantly improving the knowledge of the working procedures and instructions, the quality documentation and the quality governance; being able to identify and solve gaps in the knowledge.
• Acting as primary interface with Planning, Sales, Business and Supply Chain in order to serve the customer in the most efficient and effective way  in order to maximize value for LyondellBasell (feedback from business partners, KPIs, complaints) and ensuring effective interfaces with all partner functions.
• Has the ability and willingness to back-up all businesses within the group and strive to become the natural go to person in case of operational issues.
• Developing effective relationships with key stakeholders (customers, planners, business, SC, Finance, etc) and building an effective network so that targets are effectively and efficiently met.
• You are ensuring that formal governance compliance and company work ethic culture is in place by respecting / adhering to all policies and procedures.
• Checking and maintaining accuracy of Customer Master Data in SAP in liaison with Master Data team in order to ensure correct deliveries, invoicing and communication.

Min. Qualifications

• Master College degree is preferred or equivalent experience
• IT capabilities (SAP, MS Office)
• Minimum of 1/2 years in Customer Service
• English Spanish and French are a must and other languages are preferred

Preferred Qualifications

1. Collaborate - Makes positive contributions to the group. Solicits and listens to input from others.
   Acknowledges others’ efforts, advice and contributions. Volunteers to help others when needed.
2. Customer Focus – Asks questions to accurately identify customers and their needs. Strives to understand and meet customer requirements. Solicits customer feedback. Is responsive and solution oriented when engaging with customers.
3. Cultivate innovation – Shares new ideas. Is open to new ways of looking at things. Dedicates time to learn and apply innovative methods and tools. Welcomes input from others to develop and implement creative ideas.
4. Continuous learning – Describes the key standards for the role and how learning supports performance management. Demonstrates the ability to elevate own level of performance. Applies performance measures to everyday work, not just for the annual review. Seeks help to identify suitable mentors and create development plans.
5. Communication skills – Communication of messages in a clear and professional way that does not leave room for ambiguous interpretation.
6. ‘Order to Cash’process – Understanding of the OTC process in detail and in particular the differences between the business units from forecast, order entry, planning, allocation, shipping up to billing and credit management. Contributing to build up quality network with all involved stakeholders. Good knowledge of SAP, and gaining experiences in all business processes and Quality complains processes. Striving for excellence.

Competencies