Lead Specialist Customer Care
Location: Isando, South Africa
Hybrid
dsm-firmenich's HNC business is looking for a Lead Specialist Customer Care to join our Customer Care Centre, EMEA. The Customer Care SSA is in Isando, South Africa, and operates together with the Customer Care Centre, EMEA, Kaiseraugst, Switzerland throughout Europe, the Middle East and Africa with highly qualified multilingual staff.
As our Lead Specialist Customer Care, you will own the Order to Cash (OTC) process. Provide effective customer order intake and processing whilst maintaining customer master data, pricing, contracts and managing consignment stock and invoicing.
You will handle the complete delivery and shipment process of customers orders. Handle logistic complaints, process solving and if appropriate facilitating internal solutions.
DEI Statement
At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.
Your key responsibilities:
Capture orders accurately on SAP system (check price, quantity, product and customer account)
Ensure stock availability, if not inform customer, Market Manager and the relevant Purchasing Officer
Inform Finance and Market Manager when customer account is on credit hold, or over their credit limit
Monitor the flow of the order (weekly meetings with Production, Quality and other internal stakeholders). Communicate with Management, Quality, Production, Finance and Warehouse to expedite customer orders when required.
Ensure correct documentation is issued to customers on day of delivery/dispatch
Obtain freight and insurance quotes from shipping agents for export of goods
Prepare proforma invoices, arrange checking and signature by Management and forward to the customer
Liaise with the forwarder and obtain bookings for export shipments
Complete delivery notes and picking slips accurately
Process billing due list
Print invoices, credit/debit notes and other export documentation
Organize inspections of goods when it is a client/country requirement
Preparation of bank requirements for documentary credits to be sent through to our bankers
Attend to customer enquiries and complaints and resolve where applicable or escalate
Capture any customer complaints on SAP CCR system and Trackwise
Prepare accurate report on customer sales when required
Assist with other customer services functions during staff absence from the office and attend to any other relevant task as and when required
We bring:
A rich history and a promising future of bold scientific innovation and passionate creation with our customers.
A flexible work environment that empowers people to take accountability for their work and own the outcome
Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity.
An eagerness to be one team and learn from each other to bring progress to life and create a better future.
A firm belief that working together with our customers is the key to achieving great things
You bring:
Generalist background, commercial education followed by practical experience in a Customer Care and/or transportation/ logistics function
Familiar with incoterms, liability matters pertaining to insurance
Solid understanding of SAP SD Module
Very good command of English (both written and verbal), additional language skills an advantage
Accurate, solution-oriented, collaborative and customer friendly communication style
Good knowledge of Microsoft applications
Equal opportunities commitment
dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: (here,) there's a place for everyone with us.
dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. Our people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.
We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.
About dsm-firmenich
As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world's growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.
www.dsm-firmenich.com