Customer Service Lead (Export Operations)

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.