Title:  Customer Service Specialist

• Receives and processes customer orders
• Evaluates customer needs/opportunities and matches them with Univar’s products/services
• Creates proforma order when required and sends to customer
• Enters the price manually in SAP in case of need
• Checks the stock availability of the products and send the confirmation to the customer
• Communicates with appropriate internal Univar personnel (e.g. Operations, Sales, and MPU) to ensure timely responses to fulfillment issues
• Creates mutually beneficial relationships with customers through establishment of rapport coupled with responsiveness to customer needs (return messages, timely follow-through)
• Follows up of the arrival time for the products which are not in the stocks
• Reviews order details to check accuracy of conditions and delivery terms. Register orders promptly and accurately and send order confirmations to customers
• Follows-up of the direct orders
• Follows up of the orders transferred at the port to the customer before the custom
• Enters the sample orders in SAP
• Enters the consignment orders
• Enters the commission orders
• Enters Credits and Debits
• Enters the return orders in SAP
• Gets return approvals from sales team
• Registers customer complaints and refer to appropriate function for action.
• MTS products - enters schedule agreements for irregular requests
• Manages the priority of the open orders
• Ensures that payment has been received before delivering the order for prepaid customers
• Enters customer-specific information about the order or the delivery into the system
• Creates outbound at SAP
• Gets shipment info from logistics and inform the customer in case of delays
• Convinces the customers to buy a full pallet
• Convinces the customers to collect their orders once or twice a week
• Follows-up of open sales orders daily
• Follows-up of open sales orders with account managers in case of need

Key competencies and behaviors

Profile:

• Good communication skills, both written and spoken (Senior: Excellent)
• Good negotiation skills (Senior: Excellent)
• Well organized with good time management skills and the ability to prioritize and manage a heavy workload
• Ability to influence positively internal Univar resources in order to deliver customer delight
• Desire to succeed
• Resilient.
• Experience in a commercial environment providing good customer service
• Experience in International context would be a plus
• Technical/Science educational background
• Upper-intermediate English level (Written & spoken)
• Good computer skills (CRM, Excel, PowerPoint) (Senior: Excellent)
• High level of presentation skills.

Education/experience:

• Technical/Science educational background
• Experience in a commercial environment providing good customer service
• Experience in International context would be a plus