Logistics Customer Service
The incumbent will be responsible for international order fulfillment of Export orders. Responsibilities will include order entry, order management, international compliance, arranging international logistics, and preparing international documentation in accordance with the LANXESS Export Management System. Position Requirements : Preferred experience in customer service or related function. BA/BS preferred. General knowledge of international shipping equipment and international shipping terms desired. Knowledge of export compliance regulations a plus. Knowledge of both international and domestic logistics Knowledge of transportation, port operations, insurance, and banking required Excellent interpersonal skills to build solid working relationships with customers, as well as with employees of all levels of the organization. Excellent knowledge of computer applications: SAP, Microsoft Office, Lotus Notes Excellent communication skills, both oral and written. SAP experience preferred. Proven problem solving skills are required. • The CSR deals with numerous and complex problems regarding shipping, pricing, customer order changes, inventory, delivery, freight and other logistic areas. The position is guided by LANXESS policies and procedures, as well as federal regulation. A high level of creativity in proposing solutions is expected for dealing with unusual circumstances. Problems must be dealt with in a timely and expeditious manner and with a minimum of guidance from management. This position is also responsible for order fulfillment of Export orders. • The CSR is responsible for planning, analyzing and executing the timely and accurate processing of information, customer orders, requests, inquires and provides support needed to distribute material and products to customers. The incumbent serves as a liaison between marketing, sales and customers to assure that orders are delivered on time and without problems. The position involves evaluation of inventory availability as well as coordination of shipping products. The incumbent may recommend solutions to problems and future courses of action to department management. Furthermore, this position will include international compliance, arranging international logistics and preparing international documentation in accordance with the Export Management System. In general, the incumbent exercises considerable judgement in resolving problems with minimal guidance. This position must function under constraints imposed by Federal and International Regulations. The position must follow, adapt and apply Corporate mandates in a competitive, global marketplace. The incumbent must be flexible in meeting internal and external customer requirements, and adapt quickly to domestic and international changes. Problems related to export trade must be identified and corrected expeditiously before they have a major impact on sales, production, customer satisfaction, product availabilty, etc. Failure to perform can result in the loss of customers/revenues, siginficant fines and penalties and ulltimately the loss of import/export priveleges. • The Incumbent is responsible for communicating NAFTA’s demand of at least one FCC product line to global inventory planning and cooperate with global inventory planning to assure adequate supply and stock levels. In general, the incumbent exercises considerable judgement in resolving problems with minimal guidance. This position must function under constraints imposed by Federal and International Regulations. The position must follow, adapt and apply Corporate mandates in a competitive, global marketplace. The incumbent must be flexible in meeting internal and external customer requirements, and adapt quickly to domestic and international changes. Problems related to export trade must be identified and corrected expeditiously before they have a major impact on sales, production, customer satisfaction, product availabilty, etc. 2. Capabilities – The education, skills, experiences and personal characteristics necessary for success in this assignment. In cases where years of experience are used for illustration, these should be considered as MINIMUM requirements. • This position is a highly trained professional in Logistics/Supply Chain functions and requires a bachelor’s degree and/or equivalent experience. • The position requires strong organizational and communication skills, time management and have proficient working knowledge of Lotus Notes, LMS and SAP and functional knowledge of Microsoft Excel and Power Point to provide analytical support to the Commercial Directors/Supply Chain/customer. • The experience accumulated allows her/him the ability to guide, direct and train entry level positions. • The CSR must also be proficient in prioritizing customer orders and decision making when circumstances arise. These may include expediting shipments, apply additional charges and freight equalizations when applicable. 3. Major Tasks of Positions (5-6 major activities –responsibilities) 1) In conjunction with marketing and sales, plan and execute expedient and efficient processing of customer orders. 2) Coordinate the efficient movement of freight with the corporate logistics department to meet internal/external requirements. 3) Enter customer orders into the SAP system in an efficient and timely manner to meet customer’s requirements of material. This would include maintenance of customer messages/notes and contact information in Customer master data records, notify plants or warehouses of special customer requests and shipping arrangements, verify price and INCO terms, coordinate special billing requirements with Commercial Directors, contact Credit department for issues with customer’s credit status, and report BOM and rounding errors prior to shipment to assure BOL prints accurately. 4) Coordinate shipping and delivery between customers and plants. This requires knowledge of LANXESS logistics procedures, transportation methods and regulations. 5) Recommend corrective actions for problems encountered in shipping, billing and inventory. Input internal and external supplier non-compliance issues in the LMS -SCAR/CAR reporting system. 6) Report inventory shortages or issues to global product planning. Timely assignment of available inventory to comply with transportation/warehousing group’s lead time and meet the customer’s delivery requirements. Communicate with Marketing and Sales to review changes in customer’s demands or deviations of requirements. 7) Process customer complaints through the APRIL STAR data base and LMS (SCAR’s) and provide solutions when/if possible. Follow up with customers and business unit may be necessary for corrective action. 8) Develop strong working relationships with external customers and applicable internal groups such as Supply Chain, the business unit, Credit, the Quality department, an E-Solutions group. 9) Allocate & monitor allocation together with Marketing Manager at times of shortages 4. Work Relations – (which are the 3 most important work relations with internal and external partners). Important work relations for the CSR are the customers, sales and technical staff, global planning, and the Commercial Managers. Within the Supply group, the incumbent must be available to support other Account Specialists and provide back up coverage when necessary. Contact with external customers occurs daily and may include dealing with production sites and senior management levels. 5. Value added to the success of the company – what are the main objectives of the function? The position will be the key role in effecting accurate contracted financial conditions for which the Business Unit transacts its products in the marketplace. The position is responsible for timely supply of product from point of origin to customers in NAFTA. The incumbent has an essential contribution to the quality of the relationship with the assigned customer base.
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