Customer Service Specialist

Basic Function

The Customer Service Specialist manages the accurate and timely execution of the order fulfillment process for customers.  The jobholder is the main point of contact for all customer related issues. This encompasses order receipt, customer stock forecasting, and coordination of product and transport availability, timely delivery, documentation , handling of customer complaints, and up to invoicing.   
Participates in interdepartmental projects and conducts the training for new customer service staff. 

Roles & Responsibilities

• Deliver highest quality service to customers in AFME by handling customer requests in a timely and professional manner 
• Act as primary interface with Planning, Sales, Business and Supply Chain in order to serve the customer in the most efficient and effective way  
• Develops strong relationships with key stakeholders (customers, business, HR, SC, Finance, etc) and builds an effective network. 
• Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
• Participate in projects. Bring in experience, address issues and challenge current practices  
• Capable to serve strategic and important customers i.e. global accounts or distribution
• Monitor KPI dashboard for area of responsibility and take corrective actions in case of deviations
• Check accuracy of Customer Master Data in  the SAP system in liaison with Master Data team
• Become a Subject matter Expert in a specific area
• Respects all policies and procedures and proactively “lives” them. 
• Actively working on process improvements by sharing best practices with other offices
• Follow the company policy about Product risk management as well as directives and procedures from Lyondellbasell Product Stewardship Manager AP & AFMEI. 
• Follow up of claims in guidance with the policy for product risk management.
   

Min. Qualifications

Education:

University / college degree preferred or equivalent experience

IT capabilities (SAP, MS Office)

Work Experience:

 Minimum of 5 years in Customer Service or similar role with customer contact

Competencies