Customer Service Representative

About the role

Plan and execute expedient and efficient processing of customer orders in L4P 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, and verifying price and incoterms on purchase orders.

Investigate and resolve issues related to blocked freight orders and automatic delivery creation. Requires knowledge of LANXESS logistics procedures, L4P TM module, shipping methods and regulations.

Report inventory shortages or issues to Regional Supply Chain Management (SCM) team that prevent timely assignment of product 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.

Collaborate with FIT Order to Cash on future upgrades and rollouts. Support where and when needed and escalate topics to IPG North America (NA) Implementation Manager and Head of Customer Service NA, if necessary.

Review orders on credit block in accordance with corporate policies and Business Unit (BU) guidelines.

Assist Head of SCM NA in identifying potential areas of improvement to streamline procedures and improve the quality, consistency and efficiency of the NA Customer Service team.

Experience / Skills

• Bachelor's Degree in Business, Logistics, or Supply Chain with 3–5 years related experience is required; equivalent business or industry experience will be considered.
• Proficient working knowledge of Lotus Notes, LMS and SAP are mandatory.
• Functional knowledge of Microsoft Excel and PowerPoint to provide support to the Regional Manager/sales team/customer is desirable.
• The position requires strong organizational, communication and time management skills.
• Excellent problem solving, persuasion, negotiation and conflict resolution skills are critical.
• Ability to quickly grasp general business and market information as well as related technical information regarding LANXESS IPG products to serve as a department resource.
• International logistics operations experience and knowledge of export compliance regulations are desirable.

Schedule

This is a hybrid role with the expectation to be on-site in the Pittsburgh office at least three days per week every week.