Customer Service Process Analyst

Croda

  • Princeton, NJ
  • Permanent
  • Full-time
  • 13 days ago
Customer Service Process AnalystVacancy Number: req3824Location: PrincetonLocation Address:
777 Scudders Mill Road, Bldg.2, Suite 200
Plainsboro, New Jersey, 08536
United StatesCRODASmart science to improve lives ™Be part of our journeyAs a global leader in specialty chemicals, we continue to succeed and strengthen our delivery of innovative, sustainable, and high-performance solutions. We are passionate and excited about how we can develop and utilize new technologies to shape and inspire changes within an ever-growing marketplace.Our ideal personAs a business, it is really important to us that we find the best person for the job and that you have the best opportunity to succeed in the role. To help, we have outlined our expectations for the role and what core skills and experiences we require as well as what would make you an ideal fit. In turn, we hope this helps you evaluate if this is the right job for you.Job SummaryCroda is seeking a Customer Service Process Analyst that will be responsible for designing, implementing, optimizing and controlling customer service processes to achieve high customer service levels as well as providing outstanding customer service and support for the sales/order department for Croda North America.Duties and Responsibilities:Key Duties:
  • Analyze team and process performance and ways of working, identifying and implementing opportunities for improvement.
  • Initiate and lead Customer Service Process Improvement projects, to resolve immediate problems and if longer duration (3-6 months) to align processes and systems with the changes in the business model and organization.
  • Involve changes to and/or create working procedures and processes for customer service teams, sales teams, logistics and warehouse departments.
  • Training and developing team members of the customer service, logistics and warehouse departments in the appropriate systems (SAP Key User).
  • Work with Customer Service teams to identify problems in the process, agree and implement solutions and improvements, liaising with other departments.
  • Provide timely and accurate information about the material availability to the customer service team.
  • Generate purchase orders for all materials and services.
  • Ensure customer complaints are resolved in a timely manner.
  • Deputizes when required, coaching, and advising fellow team members to solve problems, liaising with the allocated manufacturing site as necessary to resolve supply issues.
ORDER MANAGEMENT
  • Process customer orders.
  • Communicate delivery schedules with customers and promptly notify of changes.
  • Handle customer inquiries & special requests.
  • Assist with providing pricing quotes, expedite sample requests, production information, spec sheets, MSDS's, C of A's & proof of deliveries.
  • Enter & maintain customer complaint tasks.
Perform all duties within the Company's SHE regulations. All other duties assigned by management.QualificationsEducation and Training:Bachelor's degree in Supply Chain or related field.Knowledge and Experience:2-3 years of customer service experience. Chemical background preferred.Skills and Abilities
  • Must have oral & written proficiency in the English language.
  • Ability to communicate confidently and effectively both on the telephone and in writing.
  • Proficient in MS Office (specifically Excel).
  • Competent in SAP/relevant IT business systems.
  • Self-motivated.
  • Able to meet deadlines.
  • Flexibility.
  • Attention to detail.
  • Willingness to learn and desire to grow with the organization.
  • Must be able to demonstrate an ability to work well within a team.
  • Competence in general business dealings with strong mathematical skills.
Physical Demands:Able to walk, stand or sit for a minimum of 8 hours per day. Required extensive travel-must be able to travel by plane and car and lift 30 pounds.Croda recognizes employees as our strength and the diversity they bring to our workforce is directly linked to our ongoing success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including age, race, color, religion, national origin, gender, sexual orientation, gender identity, gender expression, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.Equal Opportunity Employer/Disability/Veterans. This Organization Participates in E-Verify

Croda