Customer Service Representative
The Dow Chemical Company
Johannesburg, South Africa, South Africa
4d ago

The Dow Chemical Company islooking for a Customer Service Representative (m / f) to be based in Johannesburg, South Africa .

Purpose of the job :

The Customer Service Representative is the interface between customers and multiple business and functional partners to deliver exceptional service to customers and profitability to Dow.

The position is located in Johannesburg, South Africa.

Primary Responsibilities :

  • Prepare to Do Business : Understands market requirements and Dow capabilities, understands what is required to successfully execute our sales commitment.
  • Consults sales in providing workable orders.

  • Perform Order Management Activities : Handles routine and non-routine customer order activities across multiple supply and shipping regions and channels : including managing customer demand, following up on samples, complex order entry.
  • Display Customer Advocate Leadership : Requires the desire and determination to meet and exceed customer expectations. Intimate with
  • customer plans, objectives and demands, through customer visits, account team activities and interactions.

  • Execute System and Technology Requirements : Execute complex work processes through multiple systems and technology including : SAP, third party websites, E-
  • automation tools (Elemica, P2X, My account Dow) etc. The integration of the system requires knowledge of Sales, Supply Chain, Customer Financial Services, Planning and Invoicing.

    High degree of systems knowledge and understanding is required.

  • Problem Solver : Makes recommendations to leverage Dow resources and capital to create business opportunities for Customer Success.
  • Order Entry : Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products.
  • The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance.

    This requires the ability to multi-task with critical thinking skills.

  • Accountability for Action : Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities.
  • This requires prioritization by impact, and accountability for taking actions that keep things moving forward.

    Critical Success Factors :

  • Exceeding customer expectations through successful customer relationships.
  • Strong working knowledge of market dynamics, and individual country requirements for the MEAF geography, appropriate businesses and customers goals and objectives.
  • Strong networking with many different contacts to proactively enabling and perform order receipt and handling work process.
  • Monitor and Drive deliveries through all stages and across barriers from order completion to delivery at Customer.
  • Create value through the optimization of freight, ability to prevent pre-buys, utilizing optimum ship points and package size as well as logistic improvements.
  • Forecasting customer order patterns.
  • Comply with internal and external control requirements Proficient or very quick learner in required systems.
  • Attention to detail.
  • Organization and multi-tasking skills.
  • Work independently in an integrated team and communicate with diverse groups of people across all levels and cultures.
  • Act as the exception manager for situations that are out of the ordinary or require immediate Dow assistance and engagement.
  • Act as business focal point for special arrangements to be organized for transportation of documentation.
  • Qualifications

    Education / Certification / Experience Requirements :

  • Minimum education for this position is a Bachelors degree.
  • Proficiency using SAP and other technology and systems. Work process aptitude is critical to success.
  • Exceptional interpersonal skills with the ability to be versatile and flexible with team members, business partners and customers, while effectively influencing others and managing outcomes.
  • The ability to manage conflicting priorities, prioritizing both customer and company requirements while acting in a professional manner.
  • CSR must possess the confidence and ability to proactively address customer issues, business requirements and identify areas for improving profitability and 'making it easier to do business with Dow.'
  • Must have strong, mature teamwork skills and a desire to work within a team environment. Must be willing to share ownership of successful improvement methods and teach others for the benefit of the organization.
  • MEAF Know-how :

  • Excellent knowledge of Inco-terms.
  • Understanding the diversity of the region.
  • Knowledge about customs & regulations in the Region is an advantage.
  • Supply Chain & Operations knowledge is an advantage.
  • Have a logistics background / understanding.
  • Having held the same role in similar company is preferred (Minimum 2 years of experience).
  • Ready to be included in a highly challenging environment.
  • Good understanding of OTC processes (Order To Cash).
  • Experience on Letter of Credit would be an advantage.
  • Act as the exception manager for situations that are out of the ordinary or require immediate Dow assistance and engagement.

    Act as business focal point for special arrangements to be organized for transportation of documentation.

    About this Posting

    The Dow Chemical Company values the benefits that diversity can bring. Dow is looking for individuals best suited for this role regardless of nationality, origin, race, color, religion, gender, sexual orientation, disability or age.

    The positions represented by this job posting are aligned to one of the three divisions, Agriculture, Materials Science or Specialty Products.

    Additional information on division alignment will be provided during the recruitment process.

    About DowDuPont

    DowDuPont (NYSE : DWDP) is a holding company comprised of Dow and DuPont with the intent to form strong, independent, publicly traded companies in agriculture, materials science and specialty products sectors that will lead their respective industries through productive, science-

    based innovation to meet the needs of customers and help solve global challenges.

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