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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