Optimal service to customers:
- Process sales orders in Azelis ERP. Tackle any deviation (price, SHEQ, …) with Commercial Assistants. Request credit release.
- Ensure proper follow up of order pipe. Track deviations and maintain dates and data.
- Coordinate with Procurement Specialists to ensure timely order fulfillment.
- Handle downstream logistics (warehouse picking, transportation).
- Take care of export arrangement where applicable.
- Rationalize cost per unit, using various leverages (bundling of multiple orders, limitting partial deliveries, avoiding express, …).
- Accrue logistic costs properly (transport, surcharges & demurrages, other logistics costs). Report any deviation in automatic calculation to logistics team.
- Handle any inquiries related to orders and order documentation from customers, forwarders, customs and warehouses.
- Advise Customers on any pain point which would prevent/delay deliveries on time in full. Inform Commercial Assistants as well. Ensure daily interactions to provide proper information.
- Propose logistic solutions in case of deviations, in cooperation with logistics/commercial teams.
- Handle non-conformances and raise credit notes/reinvoicing.
Conformance and contribution to sustainability:
- Master ERP functionalities related to own scope.
- Ensure compliance with all company policies and procedures.
- Comply with QA and SHE requirements, procedures and working instructions in order to maintain high service standards and quality of Data Management.
- Provide feedback to all stakeholders to allow closing of non-conformances in CRM.
- Translate the Group’s Sustainability Strategy into concrete job-related actions.
Continuous process optimization and excellent teamwork:
- Provide regular feedback to process owners and key users to enable operational excellence, efficiency and effectiveness.
- Develop expertise in processes and work instructions related to own scope and support development of best practices.
- Contribute to continuous improvement of logistics to ensure efficient cost - quality – lead time balance.
- Act as back-up within the Customer Experience team as required.
- Customer satisfaction and loyalty scores, positive feedback from customers and internal teams
- Number of orders processed in D365 weekly
- Order accuracy %
- Automation and tool adoption index
- Up-to-date order pipe : date-management hygiene %, comments on deviating SO
- Fill rate %
- DC cost per kg
- %Logistics accruals vs actuals
- Response, resolution time and Credit notes punctuality (vs Service Level Agreement)
- Reduction in recurring customer issues
- Proven experience in customer service, supply chain, exports and cross-functional working.
- Excellent organisational skills, attention to detail and autonomy.
- Time management and prirotization.
- Agility, continuous improvement mindset.
- Collaboration and teamwork
- Advanced user of various IT tools & ERP systems.
- Understanding of customer and market dynamics and requirements.
- High service level standards.
- Strong communication skills, conflict resolution.
- Proficiency in English.
- Bachelor’s degree in Sales, Logistics, International Trade
- 3+ years of experience in customer service, or related roles
- Customer Experience Supervisor
- Internal: Commercial Team, Customer Experience & Supply Chain Team, Finance Team, SHEQ Team.
- External: Customers, Logistic Providers, Warehouses, Customs.
Skills Required
- 3+ years experience in customer service, supply chain, exports or related roles
- Bachelor's degree in Sales, Logistics, International Trade
- Proven experience with order processing and ERP systems (D365/Azelis ERP)
- Advanced user of various IT tools and ERP systems
- Excellent organizational skills, attention to detail and autonomy
- Time management and prioritization skills
- Strong communication skills and conflict resolution
- Collaboration and teamwork; cross-functional working experience
- Understanding of customer and market dynamics and requirements
- High service level standards and continuous improvement mindset
- Proficiency in English
What We Do
As a leading global innovation service provider in the specialty chemicals and food ingredients industry, we are committed to creating value for principals and customers whilst providing a great work environment and career opportunities. Azelis has 4,200+ employees across 65 countries worldwide. We work with around 2,800 principals to provide a diverse range of innovative products/services to 63,000+ customers. Our industry-dedicated sales teams have specialist product and application knowledge, combined with business know-how, enabling us to add value in all business relationships. We’re always looking to add new talent to our team and encourage and support the personal and professional growth of all employees. Specialties include: Life Sciences: Personal Care, Home Care & Industrial Cleaning, Pharma & Healthcare, Food & Nutrition, Animal Nutrition, Agricultural & Environmental Industrial Chemicals: CASE, Electronics, Essential Chemicals, Fine Chemicals, Advanced Materials & Additives, Chemicals, Lubricants & Metal Working Fluids, Other Applications, Textiles, Leather & Paper At Azelis, our partnerships with customers and principals remain at the heart of our activities. As a leading global innovation service provider, our entrepreneurial approach to doing business is reflected in our can-do attitude. Across our network of more than 70 application laboratories, our award-winning staff help develop formulations and provide technical guidance along the customers’ product development process. We combine a global market reach with a local footprint to offer a reliable, integrated and unique digital service to customers and attractive business opportunities to principals. Striving to create a positive impact on the environment and communities around the world, we are top-industry-rated by Sustainalytics. Azelis is a leader in sustainability. We aim to provide effective, sustainable, and reliable solutions. Our business is your business
