Customer Relationship Coordinator

Job Description

Act as the primary customer point of contact to process customer orders in an efficient and error free way and deal with any customer queries or complaints. This includes order capture, commitment to orders, resolution of obstacles to commitment (product supply, commercial, transport, HSSE, and finance), confirmation progression, order-amendments, invoicing, cash collection, managing complaints, indirect tax and some export related issues.
Form a well-functioning Customer Team together with the Account Executive, Finance, Supply and Logistics to manage costs vs. service levels while achieving the highest level of customer satisfaction.
Build customer relationships via a proactive customer interaction, sensing, collecting customer intelligence and feeding it back to relevant commercial colleagues.
Actively promote e-commerce and have fluency in various e-commerce tools and the ability to assist customers with queries.
Pro-actively liaise with the account executive to ensure credit issues are resolved with support from the credit organization as appropriate; ensure receivables process runs smoothly and overdue payments are collected effectively without jeopardizing the customer relationship. The CRC has joint ownership with the account executive for the cash collection process.
Ensure customer master date is up-to-date and maintained in systems and files. Makes sure that control, legal, and fiscal requirements are met and that evidence/authorizations are kept safely for audit purposes.
Liaise with HSSE, carriers, logistics, and supply (internal and external) to ensure customer orders are fulfilled safely and satisfactorily and problems are resolved efficiently and timely.
Contribute to continuous improvement mindset ensuring current processes are fit for purpose and efficient to provide excellent customer service.
High level of ownership, empowerment, and discretion to resolve issues and complaints raised by customers in a quick and effective way.
Requirements
Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
Minimum three (3) years customer service experience.
Demonstrated strong customer focus and service mindset.
Proven ability to communicate, both verbally and written.
Proactive and decisive problem solver with good root cause analytical skills.
Performance driven and cost conscious.
Competent in use of IT systems (GSAP a plus).
Knowledge of Quality and HSSE Management Systems, Incoterms, Export Regulations, competition law and letters of credit preferred.
Bilingual in English and Spanish preferred.
Order to Cash experience preferred.

No. of Positions 1
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