Customer Service Lead (Chemical)

Role & responsibilities Co-ordinating the activities of all Departments (Production, QC, Accounts, Sales, Warehouse and Transport) involved in the order fulfilment process. Ensuring the order is accurately entered in the SAP system/relevant IT business system and progressed. Providing timely and accurate information about the order to the customer. Checking product availability and liaising with factories to ensure fulfilment of the order on the customer's required delivery date. Creatively identifying possible solutions in the event of insufficient product availability. Ensuring compliance with Croda's credit control policy. Promptly, firmly but politely informing customers of any credit or account issues that are preventing acceptance or progression of an order. Keeping customers informed of any changes in the timing of their orders due to production or other problems. Helping to reduce slow moving stock and working capital by regularly reviewing concessionable stock and persuasively offering this stock to suitable customers. Helping to maximise revenue collection by regularly reviewing blocked and outstanding orders. Supporting improvement of the order fulfilment process by raising issues and contributing suggestions at Team and Department meetings. Promptly dealing with any complaints a customer may raise. Deputizes when required, coaching and advising fellow team members to solve problems, liaising with the allocated manufacturing site as necessary to resolve supply issues Super User for one or more elements of the SAP-SD module/relevant IT business system, provides training to other employees as needed as well as being the first level of user support. In some locations performs system testing as required by the SAP team and liaises with the SAP team concerning new configuration, functionality, and system improvements.