Customer Service Representative
The Dow Chemical Company
Saint Quentin Yvelines, Ile de France, France
il y a 17j

We have an opening for a Customer Service Representative (CSR) for Corteva Agriscience™, Agriculture Division of DowDuPont™, located in Saint Quentin en Yvelines, France.

The Customer ServiceRepresentative (CSR) provides exemplary customer service and support tocustomers by being able to proactively navigate and diagnose customer needs andrespond using a wide and dynamic base of information and resources.

The CSR interfaces withcustomers and coordinates with multiple business and functional partners todeliver exceptional service to customers and contributes to Agriculturebusiness success.

The CSR manages the entry of orders, from initial contactwith the customer or electronic channel, through material flow, until theproduct arrives to the customer at the correct time, with the correct product,with the correct equipment and correct paperwork.

In the event of a servicefailure, the CSR initiates the corrective action for resolution of the failure,and takes the lead position in resolution for the customer.

It is expected thatthe CSR knows what it takes to go above and beyond the daily calls fromcustomers; to build and maintain customer loyalty and confidence.

Key Responsibilities

  • Order Management : Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry (i.
  • e. consignment) guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.

    The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products.

    This requires the ability to multi-task with critical thinking and analyzing skills. Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.

  • Inventory Management & Logistics : manages local distribution warehouse inventory, inventory accuracy and replenishment planning in collaboration with Supply Chain, as well as secondary distribution logistics with a high degree of accountability
  • Customer account management, Credit and Collections : manages customer account in collaboration with Sales, Credit and Accounts Receivables.
  • Responsible for accounting transactions related to invoicing, credit notes and payment receipt. (we need to confirm how far collection is included in CS)

  • Reporting, Metrics, Audits : supports Sales and overall Business by providing appropriate Customer, Sales, Inventory, Warehouse reports;
  • tracks On-Time-Delivery, Invoice Accuracy, Customer Complaints, Speed-of-Resolution and Delivery-in-Full; regularly obtains customer feedback to continuously improve service delivery.

    Supervise

    Reports to CustomerService Country Leader

    Key Stakeholders andInteractions

  • Internal : CS TL or CS Lead, Sales Representatives, Supply Chain Scheduler, Supply Chain Replenishment Planner, Credit Manager, CS SME
  • External : Customers, Consignment customers, Distribution Warehouses, Carriers
  • Key scorecard

  • Exceed customer expectations through successful customerrelationships and first call issue resolution
  • Proactive order management and issue resolution
  • Create business value through the optimization offreight, ability to prevent pre-buys, utilizing optimum ship points and packagesize as well as logistic improvements.
  • Comply with internal and external control requirements
  • Understand the business and speak knowledgeably withcustomers in their local language
  • On Time Delivery / Invoice accuracy / CustomerSatisfaction
  • Qualifications

  • Bachelor degree or higher
  • Proficiency in the following languages : French andEnglish
  • Working experience in customer service, supply chain,export would be a plus
  • Excellent organizational, interpersonal and multitaskingskills with the ability to be versatile and flexible with team members,business partners and customers
  • Ability to work independently in an integrated team andcommunicate with diverse groups of people across all levels and cultures
  • Ability to manage conflicting priorities, prioritizingboth customers and company requirements while acting in a professionalmanner
  • APO / SAP R3 and R2 experience are a plus
  • Proven ability to perform under pressure
  • Strong, mature teamwork skills and a desire to workwithin a team environment
  • About DowDuPont

    We are excited to announce that Corteva Agriscience™ is the name of the new Agriculture Division of DowDuPont™. We are bringing together DuPont Crop Protection, DuPont Pioneer and Dow AgroSciences to create a market-

    shaping, standalone agriculture company with leading positions in seed technologies, crop protection and digital agriculture.

    We will work across the global agriculture value chain to create a more efficient food system.

    At Corteva Agriscience™, we seek to enrich the lives of those who produce and those who consume. This means we will help rejuvenate the agricultural ecosystem to support people and the planet and to ensure progress for generations to come.

    An Equal Opportunity Employer

    The law prohibits discrimination in employment against an individual because of age, sex, religion, race, color, national origin, ancestry, mental or physical disability, sexual orientation, gender identity or veteran status.

    The Dow Chemical Company and its subsidiaries are equal opportunity employers.

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