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Customer Service Specialist

Company: Bayport Polymers , LLC
Location: Pasadena
Posted on: June 5, 2024

Job Description:


This role acts as liaison with external clients and internal stakeholders to maintain ongoing communication regarding order status and post shipment requirements.

--- Provide daily/weekly/monthly data requirements to Customer Service Specialists and Account Managers (Daily: order details/status, forecast information, unconfirmed orders, shipment status, order acknowledgments, shipping and billing documents, pertinent production or inventory changes; Weekly: Railcar hold times; Monthly: Production schedules, complaint reports)
--- Handle and resolve customer complaints promptly, collaborating with customer service coordinator, demand planning and supply chain logistics, technical service, manufacturing, and quality coordinator, etc.
--- Develop recommendations and implement creative solutions to customer issues, with minimal support/oversight
--- Participate in afterhours calls from customers, when necessary, to provide optimum availability to meet customer needs
--- Work effectively in a team environment, proactively resolving conflict with both internal stakeholders and external customers/contacts
--- Create ship to customer masters and work with Account Managers and Service Providers to create sold to customer masters, with appropriate Credit and other required approvals
--- Create/maintain customer orders in SAP, promptly obtaining and evaluating all relevant information to handle orders and inquiries, via phone and email
--- Assist in identifying and resolving order challenges to drive customer satisfaction
--- Collaborate with internal departments and act as the liaison to Account Managers to communicate unforeseen inventory and/or shipping issues to customers to ensure reliable supply
--- Issue timely and accurate invoices, credit and debits to customers to minimize discrepancies
--- Review customer's Aged Trial Balance (payment against invoices) to proactively investigate and resolve short pay issues and communicate findings to Credit Analyst in a timely fashion
--- Issue rebate credit notes as required, ensuring appropriate approvals throughout the process
--- Work with 3rd party brokerage firms to secure ocean bookings and/or customer to modify as needed.
--- Work with 3rd party packaging facility to communicate new orders coming in, make sure carriers are picking up orders on time and resolve any discrepancies.
--- Provide feedback on the efficiency of customer service processes to reduce customer effort to work with both Account Managers and Bayport Polymers and drive for an effortless experience
--- Obtain and communicate business intelligence back to key stakeholders to gain customer and/or market insights
--- Ensure data integrity in SAP system (i.e., orders, customer master data) for effective reporting and analysis to support various business decisions
--- Create and manage process for tracking, filing, routing and maintaining sales agreements
--- Reconcile EOM terminal and warehouse inventory with SAP and resolve discrepancies
--- Update Desk procedures as needed
--- Participate and be present for month end close on the last working day of the month and the first working day of the following month.


Must exhibit and demonstrate our 5 Core Values

Caring: Dedicated to Safety, Employees, Customers, Community and Environment
Trustworthy: Living a Culture of Openness, Honesty and Collaboration
Focused: Creating Value by Delivering the Right Solutions
Innovative: Daring to be different by finding New Ways
Fun: Embracing our Diverse Family and Celebrating our Success

--- University degree in areas of Business, Communications or Supply Chain Experience.
--- Up to 5 years post-university relevant experience
--- In lieu of university degree, HS Diploma or equivalent plus 5-7 years relevant experience.
--- Experience with polymer exports, including packaging and ocean freight.
--- Spanish language skills.
--- SAP experience.
--- Customer oriented experience along with basic supply chain knowledge.
--- Strong communication skills (both verbal and written).
--- Demonstrated ability to work in a high-performance team environment.
--- Excellent prioritization, time management and organizational skills.
--- Advanced skills in Microsoft Office.
--- Ability to build relationships internally and externally.
--- Ability to manage multiple tasks simultaneously while paying strict attention to detail within the work being performed.
--- Ability to act independently within guidelines of standards and practices established for the Customer Service and Supply Chain team.
--- Adaptability and flexibility; ability to function in a dynamic environment.


This position requires the incumbent to:
--- Follow safety requirements for the role
--- Wear required PPE (eye protection, noise protection, etc.) when inside plant environment or where directed by signage
--- Lift up to 10 pounds
--- Walk safely in and around industrial areas
--- Work under deadline pressure within an environment that demands attention to safety and detail
--- Sit or stand for extended periods of time
--- Work at computer for significant periods of time throughout the day

Keywords: Bayport Polymers , LLC, Pasadena , Customer Service Specialist, Professions , Pasadena, Texas

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