Customer Service Representative

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　　Date:Jan 16, 2024

　　Location: Poznan, WP, PL, 60-166

　　Company: W. R. Grace & Co.

　　R-ID 22670

　　Job Description

　　Provide a best class level of customer service. Acts as interface between the customer and other GRACE departments

　　Responsibilities

　　Complying with all internal and external safety regulations pertaining to environmental protection and occupational & traffic safety according to the GRACE EHS system and ensuring that the staff assigned receive up-to-date training

　　To bring value to our customers and to Grace by producing and supplying a quality product and service in a timely and cost effective manner safely.

　　To review and upgrade practices and processes in line with the Company’s continuous improvement programs or Best Practices

　　Accept customer orders and perform timely and accurate order entry into SAP system following the actual processes, and checking if pricing and conditions are in line with existing contracts

　　Responsible for the Customer Data in SAP as well as Pricing Data in SAP

　　Act as liaison between Customer, Sales, Order Fulfillment and Production and various other company personnel.

　　As directed by Sales, contact existing customers to pursue business opportunities by promoting product offerings and soliciting orders.

　　Confirm oral and written quotations, reviewing all information and promoting a complete package of Grace Products.

　　Distribution of updated product information & material safety data sheets on request

　　Receiving and logging customer complaints/problems and taking ownership of the situation. Liaising as necessary to ensure that the customer receives an appropriate and timely response.

　　Process credit/debit notes for bonus, claims, agents commission etc.

　　Coordinate return of goods from customers or local warehouses

　　Manage customer consignment stocks

　　Compliance with all applicable Grace Policies and procedures (SOx, ISO & Safety)

　　Ensure the credit limit and collection procedures are followed

　　Participate in projects or special assignments as needed

　　Required Qualifications

　　Customer service experience, preferably in a manufacturing environment

　　Highly professional and service-orientated telephone manner with ability to liaise with customers and employees at all levels

　　Team player

　　Self-motivated

　　Flexible

　　Preferred Knowledge

　　Knowledge of SAP

　　Fluent in English & local language

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