Customer Service Associate

Job Title

Plans and executes expedient and efficient processing of customer orders in the SAP system to ensure products are delivered to LANXESS' customers on time and without problems. This includes maintenance of customer messages and contact information in Customer Master Data records, notifying plants of special customer requests and shipping arrangements verifying price and incoterms on purchase orders. Respond to customer inquires regarding orders, pricing, shipments, and product availability. Resolve customer issues, complaints, and order discrepancies in a timely and professional manner. Coordinates shipping and delivery between customers and plants. This requires knowledge of LANXESS logistics procedures, transportation methods, and regulations. Coordinate with Sales, Supply Chain, Logistics, and Finance to ensure customer requirements are met. Reviews requests for special pricing for consistency, alignment with current freight and payments terms, and proper approvals. Investigates and resolves customer deductions; identifies and corrects contributing factors to avoid future deductions. Reports inventory shortages or issues to the Regional Supply Chain Manager and Inventory Planner. Timely assignment of available inventory to comply with LANXESS transportation warehousing lead times and meet with customer's delivery requirements. May include discussions with management and/or sales to review changes in customer's demands or deviations of requirements. Registers customer complaints in the IQOS database and provides corrective actions for problems encountered in shipping, billing and inventory. Build and maintain positive relationships with customers through excellent communication and follow-up. Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency. Customer-Centric Approach Prioritizes customer satisfaction by building strong relationships and ensuring a positive customer experience. Providing high-quality service that enhances customer loyalty and trust.

Experience / Skills

BS degree in Business, Logistics, or Supply Chain or equivalent business or industry experience. 3-5 years of relevant experience. Proficient working knowledge of SAP (or similar ERP) in a manufacturing environment. Functional knowledge of Microsoft Office Excel and Power Point to provide support to the Regional Manager/sales team/customer is desirable. The position requires strong organizational, attention to detail, communication and time management skills. Excellent problem solving, persuasion, negotiation and conflict resolution skills are critical. Ability to work collaboratively across multiple departments. Ability to prioritize multiple tasks and work effectively in a fast-paced environment. Strong problem-solving skills and a commitment to providing outstanding customer service. Ability to quickly grasp general business and market information as well as related technical information regarding Lanxess products to serve as a department resource. International logistics operations experience and knowledge of import and export compliance regulations are a plus.

Who We Are

LANXESS is a leading specialty chemicals company with about 12,000 employees in 32 countries. The core business of LANXESS is the development, manufacturing and marketing of chemical intermediates, additives and consumer protection products. LANXESS has achieved leading positions in the Dow Jones Best-in-Class Index and the MSCI ESG and ISS ESG ratings, among others, for its commitment to sustainability.

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What We Offer

Compensation We offer competitive compensation packages, inclusive of a global bonus program. Comprehensive Benefits We provide a variety of benefits to support your financial security, health and wellbeing including retirement plans, health programs, life insurance and medical care. Work-Life & Flexibility We support you in maintaining a balance between working hours and personal life. With our global "Xwork" program, we offer flexible working arrangements in all countries in which we operate. Training & Development We are committed to your professional and personal development and encourage you in the ongoing pursuit of education, training and knowledge through both formal and informal learning. Diversity LANXESS is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, gender identity, sex, sexual orientation, age, social class, physical ability or attributes, religion, national origin, veteran status and political beliefs. LANXESS has a value-based performance culture. We are seeking a range of human interests, backgrounds, and experiences that can be engaged to achieve respect, ownership, trust, professionalism, integrity and healing across all sectors. We are looking to find diverse and talented people to join our team. Studies have shown that some individuals are less likely to apply if they do not meet 100% of the criteria. We are looking to equalize the gap! If you are excited about this role but your past experiences do not align perfectly with every qualification, we encourage you to apply. We will look to assess your talent against our competencies, values and requirements to get the best organizational fit. You might be the right candidate for this or other roles we have available! Join the LANXESS team!