Job description
Responsibilities
• Reports hierarchically to the Supervisor CS and functionally to the Sales Manager.
• Ability to fulfil the operational tasks within multiple CS teams.
• Contributes to projects in OTC context.
• Monitor the OTC performance, quantitative and qualitative (“how”), and identify areas for improvement and improvement potential (e.g. e-business, perfect order), to increase effectiveness (customer service) as well as efficiency (handle the growth).
• Execute and gate keep the OTC work procedures for his area towards all parties involved in the OTC/PTP work process (e.g. billing, BM policy, claims, invoicing and pricing).
• Signal if proposed business contracts/deals are compliant with relevant fiscal, legal and/or logistical requirements.
• Challenge presented operational sales tactics and plans from the Sales Manager and discusses the proposals with the Supervisor CS.
• Execute SAP key user tasks if required (e.g. master data maintenance, testing new functionality).
• Register complaints and manage the complaint handling process.
• Anticipate on disturbances in the assigned area, in order to realize uninterrupted OTC/PTP processes.
• Undertake ad hoc analyses and take the lead in the desired problem solving requiring full overview of the business (trouble shooting).
• Roll out, implement and maintain e-shop functionality and integrity in close cooperation with customers.
• Responsible for sales office forecast and as such contributing to delivery capability and inventory levels (product availability), as well as delivery reliability (transport availability via e.g. internet bidding tool).
• Manage correct, complete and accurate master data to enable proactive issue management.
• Responsible for financial surcharge handling of additional logistical activities towards customers
Requirements
• Higher Professional Education (HBO), preferably in logistics or business administration.
• Good communicative and analytical skills.
• Flexibility towards working in multiple teams and new developments.
• Operational knowledge on accounting, businesses processes, fiscal, legal, logistic processes, SAP and related IT systems and OTC/PTP requirements in an international context.
About us
Within the Petrochemicals SBU, Customer Service (CS) Solids is part of the European Supply Chain department for Solids and is responsible for the entire order-to-cash process and the logistics execution. The CS Solids department has 70+ employees and is based in 3 different locations (Sittard, Bergen-op-Zoom & Cartagena).
We offer a challenging position in a multi-cultural first class SCM environment in which attention is paid to personal development as well. We are looking for a real team player interested and able to handle an international customer portfolio in a continuously changing environment.
Purpose
• Responsible for efficient, reliable and cost effective Customer Service and the complete OTC cycle against agreed service levels (e.g. cash generation, complaints, delivery, forecasting, order handling, swaps) for the assigned cluster of customers / products.
• Responsible for pro-actively taking actions to secure uninterrupted supply and demand processes for the assigned clusters of customers / products
