Customer Service Representative

Trinseo is a different kind of global materials company – at the intersection of people, technology, and customers. We are a world leader in the production of plastics and latex binders. Our culture is built on passion and innovation. A career at Trinseo presents a unique opportunity to work in a highly collaborative environment. Helping customers solve their most complex material challenges is the reason we come to work each day. We are seeking innovative thinkers – ready to tackle any challenge and passionate about delivering value. As a global materials solutions provider focused on delivering innovative and sustainable solutions to our customers, we need people to feel respected and included so they can be more creative, innovative, and successful. We strive to create workplaces that reflect all communities and customers we serve and where everyone feels empowered to bring their full, authentic selves to work. That's why we're fully committed to inclusion across race, gender, age, religion, identity, and experience to drive us forward every day.

The Customer Service Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and, ultimately, positively impact revenue generation.  This position manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the customer (at the right time, with the right product, with the right equipment and the right paperwork). The CSR supports, as well, the Sales Department cooperating closely with Account Managers and providing them with information and details on the business.

Your main responsibilities:

Order Management / Order Processing from point of order receipt through delivery to customers:

• responsible for all activities that require a direct interface with the customer (direct, Agents, Distributors), coordinates the service/support from other functions, inside and/or outside of the company, to ensure that customers receive the product exactly as requested (e.g., in time and in spec), with proper documentation.
• Customer claim management: preliminary analysis of the claim with request for additional information if missing, involvement and coordination of the competent departments,  providing the customer with answers, reports, corrective actions and credit notes if necessary.
• Utilizing SAP system and other order management tools to accurately and timely place customer orders (e.g., standard, rush, samples, etc.) and update the order management process from order entry to shipment and after sales service (i.e. managing of returns and claims)

Sales Support Activities: 

• Collection and evaluation of request for quotation/checklist in collaboration with Sales & Account Managers and Technical Support.
• Check selling price including cost, duties, VAT and profit
• Act as first filter to understand whether a customer should be managed directly or in distribution, checking that the customer has provided all the information necessary to respond to the request and following-up on quotation and samples. 
• Provide support to Account Managers in forecasting and monitoring the purchase volumes of the main customers

Others:

• Shipping & related Management of documents of extra EU countries: selection of transport quotation and freight forwarder, preparing shipping documents, check of export documents and bill of lading, archiving all shipping and export documents.
• credit collection
• Third party diligence: initial screening and customer master data entry
• LTSD issuing

      Qualifications:

• Bachelor degree
• minimum 4 years in similar role
• Experience in International Trade (Import / Export order handling), Sales Administration or Demand & Supply Planning / Distribution resource planning is a plus

      Skills & Abilities: 

• Solid Communication (verbal and written) in English
• German is a plus
• Proficiency of Microsoft Office applications and similar technology and systems.
• strong problem-solving attitude
• team player

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