Customer Service Representative (New Zealand)

Position overview

allnex is seeking a dedicated and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be responsible for handling customer orders, inquiries, and complaints in a consistent, efficient, and friendly manner, ensuring that their needs and requirements are met. This is a one-year contract role with working hours aligned to the ANZ time zone.

Your primary objective will be to increase customer loyalty to allnex by providing prompt, accurate, and cost-efficient order management. You will actively engage with various departments such as supply chain, credit, regulatory, sales/business units, and other relevant parties to pursue satisfactory solutions to customers' requests through active follow-up.

If you are a motivated individual who thrives in a fast-paced environment and is dedicated to providing outstanding customer service, we would love to hear from you! Join our team and be apart of delivering exceptional experiences to our valued customers.

Responsibilities

• Handle customer orders, inquiries, and complaints in a consistent, fast, friendly, and communicative manner, aligning with customer needs and allnex's Business Rules and Service Offering policy.
• Communicate assertively and cooperatively with sales/business units, supply chain, credit, and compliance to ensure timely communication, shipment, and documentation.
• Strive for 100% accuracy in customer orders, invoices, and other documentation. Collaborate with sales managers to address pricing, payment, and delivery term inquiries, fostering sales growth through excellent service.
• Ensure the accuracy and updating of customer master data and customer's special instructions in the system, facilitating effective follow-up by supply chain, credit, and other relevant parties.
• Proactively track the progress of each order from placement to delivery, promptly notifying customers (and if necessary, sales personnel, planning, and product line management) of any deviations from requested dates, offering alternative solutions.
• Maintain regular communication with colleagues worldwide to ensure efficient order fulfillment.
• Collaborate cross-functionally with Product Stewardship and Regulatory Affairs (PSRA) to ensure compliance with Chemical Control Regulations, with planning to adhere to business lead time and stocking policies, with logistics to optimize cost-effective workflows and on-time delivery, and with credit to safeguard allnex's investment in accounts receivable.
• Enter customer complaints promptly and follow up with investigators to ensure timely investigations. Track the status of complaints in the system, provide ongoing updates to customers and sales, and facilitate the communication of investigation results, corrective actions, and complaint closure in agreement with sales.
• Attend to customer requests for documents such as Certificates of Analysis (COA),Technical Data Sheets (TDS), Safety Data Sheets (SDS), Delivery Notes, and Invoices promptly.
• Download the outstanding orders report (ZSD04N) every morning and regularly monitor and refresh the report. Take appropriate actions based on the report, including timely communication of any changes to customers.
• Obtain approval for all price changes resulting in credit or debit notes.
• Identify and execute improvements to reduce lead times, transaction times, costs, internal and customer communication, document flow, and to increase service consistency while minimizing mistakes.
• Maintain and timely update prices in the system, ensuring proper filing and tracking of quoted price lists.
• Adhere to processes defined by the Customer Service team.
• Perform tasks as instructed by superiors.

Required skills and experience

• Minimum of 2-3 years of experience in customer service, with knowledge of import and export shipping functions, preferably in the same industrial field.
• Takes responsibility for problem identification and engages in problem-solving and decision-making preparations.
• Experience using the SAP system is highly desirable.
• Excellent communication and interpersonal skills, with the ability to support and follow ANZ's time zone effectively.
• Fluent in both written and spoken English.
• Proficient in Microsoft Office software, including Excel, Word, and Outlook.
• Proactive and demonstrates follow-up initiative.
• Ability to work independently and take ownership of tasks.
• Demonstrates initiative in identifying and resolving issues.
• Strong team player, collaborating effectively with colleagues.
• Attention to detail, ensuring accuracy in documentation and order management.

Qualifications

• Diploma in Marketing/Business Studies or equivalent education

We offer

We are proud to offer an international working experience with a tight-knit network of employees, making it easy to connect and learn from people all across our different functions. On top of that we are a truly innovative company with a strong team spirit, openness to new ideas, and great opportunities to grow and develop your career.