Everlam-interior

 

About the job

Do you feel energized when you can help others? Are you motivated when you can deliver a high-quality service to customers? Are you an organizational talent? Do you like talking to people? And, can you roll up your sleeves, work hard, have fun, and get the job done?
Read on! You might become our new Customer Service Representative.
 

Your challenge

As Customer Service Representative (CSR) you are part of our Group Shared Service Center based in Mechelen. On a daily basis you’re in direct contact with international customers and you act as a critical liaison for the EVERLAM business teams. In this role you will work in partnership with Sales, Supply Chain, Planning and Logistics partners to deliver upon the satisfaction of our customers.

At EVERLAM, Customer Service Representatives manage the entire Order-to-Cash process. The key responsibilities include the following:

  • Own the End-to-End Order-to-Cash (OTC) process and drive result:
    • Manage & execute the OTC process with operational excellence
    • Operate as ‘Point of Contact’ for the appointed customer portfolio (extern/intern)
    • Process customer orders according to policies & manage through delivery
    • Actively monitor open orders to ensure delivery to customer satisfaction
    • Interact with customers pro-actively upon disruptions in the OTC process (i.e. based on material availability, transportation issues) and drive resolution
    • Monitor monthly forecast consumption by pro-actively managing customer order patterns and address issues to the demand / S&OP interface
    • Ensure proper documentation and compliance for export orders
     
  • Build Relationships:
    • Develop and maintain solid business relationships with the customers to understand customer business needs and expectations
    • Interact with the broader internal and external EVERLAM network, i.e. Sales Supply Chain & Planning interfaces (S&OP, demand, warehousing, logistics), Technology, plant sites and 3rd party service providers in order to meet required customer experience levels
    • Interact & collaborate with the Finance team to align on rebates and cash collection

  • Drive Continuous improvement & Enhance Quality:
    • Suggest & drive simplification initiatives to enhance (parts of) the current OTC process
    • Collect and design appropriate data documentation (KPI’s) to support data driven decision taking on improvement initiatives
    • Initiate and process customer complaints in line with the complaint management process, including follow up on potential returns, internal progress and closure of the complaint with the customer

Your profile

We are looking for someone who meets the following qualifications:
  • A bachelor’s degree (preferably in Logistics) or equivalent from experience
  • 2-4 years of professional experience in an international Chemical company or B2B environment
  • Fluency (oral & written) in English and 1 other of the following languages: Spanish or German
  • Strong communication skills with a customer focus mentality
  • Ability to multitask in a dynamic business environment
  • An eager-to-learn attitude and open to act on change
  • Have a Can-do mentality with excellent problem-solving skills & an analytical mindset
  • A friendly team player and at the same time an autonomous individual contributor
  • Highly organized and accurate
  • Flexible and pro-active personality
  • SAP experience
  • Demonstrated proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)

Bonus points if you have:

  • Knowledge of Supply Chain Planning systems and processes (OMP, SAP IBP, ...
  • Affinity for databases and IT systems

Our offer

In this role you’ll be part of a professional Customer Service team that is eager to support the further development of an ambitious and international organization. You’ll be working in a no-nonsense environment where team spirit and fun@work prevail and collegiality is an attitude.

We offer a permanent position with an attractive salary package including:

  • Gross salary x 15/year
  • 12 ADV days
  • Meal vouchers
  • Group insurance
  • Hospitalization insurance
  • Netto representation allowance
  • Mobile phone + abonnement
  • Laptop
  • Commuting allowance
  • Home office policy
  • Training & development opportunities
  • Convenient work location with free parking – close to exit E19
  • Modern building with nice terrace to have lunch

Interested to join our CSR team?

Please contact our HR team by uploading your application as indicated on this page, or sending your CV to HR@everlam.com.