FMC Corporation is committed to providing employees with ample opportunities to contribute, lead and be recognized as innovators, to look beyond barriers to provide solutions, to be challenged in what they do and to love doing it. FMC is an S&P 500, diversified chemical company serving agricultural, industrial and consumer markets globally for more than a century. As a global leader utilizing advanced technologies and customer-focused research and development, FMC provides innovative and cost-effective solutions to food, agriculture, pharmaceutical, specialty and related industries.
The Customer Service Representative position will provide quality service to the division’s customers, by serving as the primary customer contact for purchase orders, follow-up with customers on product quality, availability, discrepancies, etc. and acting as the "voice of the customer".
Receives and verifies the accuracy of customer purchase orders and sample orders by email, fax, EDI, Web Portal, CRM and enters into SAP within 24 hours upon receipt.
Efficiently process the orders, debits, credits, returns and customer complaints in accordance to Customer Service Procedures and Policies. Reviews all elements of order fulfillment from order entry to invoicing to ensure customer expectations are met.
Follow up with customers on any issues related to product quality, product availability, price discrepancies, freight rates and other items that might impact the ability to meet customer’s expectations in terms of delivery date, invoice accuracy & other critical measurements
Proactively liaise with cross functional groups (SC, plants, warehouses, quality, etc.) to ensure that orders will ship in a timely manner.
Ensure orders are being billed on time by monitoring dispatches in the warehouse and sailing schedules for exports.
Where appropriate, coordinate inter/intra company stock transfer orders (STOs)
Maintain/update customer master data to keep all information up to date and relevant for seamless customer support.
Manages any customer inquiries and acts as “voice of the customer.”
Receives inquiries from internal and external customers; initiates and follow up with required action for response to resolve variety of order and customer related issues.
Assist SC in providing/developing business processes and incorporate into CS standard procedures.
Receives customer complaints and enters them into designated global complaint system within 24 hours of receipt and provides timely updates to customer (where appropriate) on progress and resolution.
Assists in root cause analysis and problem solving for supply chain or customer service complaints
Effectively manage documents according to our Records Retention Policy and SOP requirements.
Visit Customers (as appropriate)
Approval of Debits/Credits (up to $1,000 for non-logistics and quality issues)
Bachelor's degree required
10+ years in Customer Service experience in related industry
3+ years of customer service experience in a supply chain setting
International shipping and export experience
Experience with customer interaction and complaint resolution involving being a liaison between SC, Mfg and Sales on a frequent basis.
This role would handle complex products/markets and issues and should overshadow the transactional activities of the job (order processing).
Computer proficiency and SAP experience a plus
Strong written and verbal communication skills
Ability to work in a diverse team environment
Successful candidate must be detail-oriented, able to multi-task and comfortable prioritizing their own day