Order-to-Cash Senior Customer Service Representative (F/M/X)

Solvay is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

About the role

Our Senior Customer Service Representative will join the Order-to-Cash (OtC) team, focusing on being the primary point of contact for our customers. This role is crucial for ensuring seamless interactions and efficient order management, collaborating closely with sales, logistics, and other departments.

As a Senior Customer Service Representative, you will work on managing complex customer inquiries, processing and monitoring orders, and proactively resolving various customer issues. You will support smooth customer interactions and contribute to a positive customer experience. You will get the opportunity to contribute to customer satisfaction and loyalty and have a positive impact on our reputation and business efficiency. You will also mentor and guide junior team members. You will be accountable for:

• Serving as the primary contact for complex customer inquiries, promptly resolving issues, and ensuring accurate information delivery with a professional and empathetic approach.
• Owning the end-to-end order processing cycle, coordinating tactically with Account Managers, production plants, demand planners, and the Logistics Department to ensure efficient customer delivery.
• Collaborating with and often taking the lead on initiatives across internal teams (e.g., Sales, Logistics) to provide comprehensive customer support and resolve complex cross-functional problems.
• Monitoring the status of deliveries, manage the settlement of the billing process, and coordinate with the Credit team regarding customer payment behavior.
• Proactively identify, design, and implement opportunities for process improvements to enhance both the overall customer experience and internal operational efficiency.
• Providing guidance, support, and mentorship to junior team members, assisting them with their day-to-day tasks and contributing to their professional development.

We offer a permanent contract based on a hybrid working mode.

About you

You should have a relevant education degree or equivalent qualification in Supply Chain, International Business, Communications, or a related field. You will bring a minimum of 5 years of proven experience in direct B2B customer service, supply chain, or operations, within an international environment, demonstrating a strong understanding of lead-to-cash and logistics processes.

Competencies:

• SAP knowledge required
• CRM software experience (e.g., Salesforce, SAP CRM) preferred.
• Exceptional verbal and written communication skills.
• English proficiency needed; additional languages (French, Spanish, Italian, German, Turkish) are essential and will be utilized to support our diverse customer base.

Behaviors:

• Strong customer-centric mindset with a proactive approach, high level of empathy, and resilience in challenging situations.
• Advanced analytical and problem-solving capability, with a focus on root cause analysis and meticulous attention to detail.
• Collaborative team player who can effectively lead initiatives and build strong working relationships.
• High degree of autonomy and adaptability, with the proven ability to manage multiple priorities effectively.

About the pay

Attractive and equitable pay for all: compensation is determined within a range to foster your development in the role. The base pay expected for this role is € 32,480 - € 40,600 per year in Portugal. Your salary may ultimately be higher or lower based on your skills and experience. Additionally, we provide a competitive total rewards package that includes a bonus and/or other incentives.

Benefits:

• Solvay Cares program: minimum of 16 weeks of parenting leave for all employees and package with healthcare, disability and life insurance coverage.
• Prioritization of well-being: work-life balance promotion, flexible approach to work part-time or hybrid work arrangements (depending on the type of job), employee assistance program with access to physical and psychological support.
• Professional development: prioritization of internal talents for career progression, access to a training platform, opportunities to join Employee Resource Groups (ERG) for experience sharing and mentorship and free language courses.

About us

• Solvay, a pioneering chemical company with a legacy rooted in founder Ernest Solvay's pivotal innovations in the soda ash process, is dedicated to delivering essential solutions globally through its workforce of over 9,000 employees. Since 1863, Solvay harnesses the power of chemistry to create innovative, sustainable solutions that answer the world’s most essential needs such as purifying the air we breathe and the water we drink, preserving our food supplies, protecting our health and well-being, creating eco-friendly clothing, making the tires of our cars more sustainable and cleaning and protecting our homes. As a world-leading company with €4.7 billion in net sales in 2024 and listings on Euronext Brussels and Paris (SOLB), its unwavering commitment drives the transition to a carbon-neutral future by 2050, underscoring its dedication to sustainability and a fair and just transition.
• At Solvay, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.

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