Lead Specialist Customer Care Hnc Emea

Lead Specialist Customer Care

Location: Isando, South Africa

Hybrid

dsm-firmenich’s HNC business is looking for a Lead Specialist Customer Care to join our Customer Care Centre, EMEA. The Customer Care SSA is in Isando, South Africa, and operates together with the Customer Care Centre, EMEA, Kaiseraugst, Switzerland throughout Europe, the Middle East and Africa with highly qualified multilingual staff.

As our Lead Specialist Customer Care, you will own the Order to Cash (OTC) process. Provide effective customer order intake and processing whilst maintaining customer master data, pricing, contracts and managing consignment stock and invoicing.

You will handle the complete delivery and shipment process of customers orders. Handle logistic complaints, process solving and if appropriate facilitating internal solutions.

**DEI Statement**

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

**Your key responsibilities**:

- Capture orders accurately on SAP system (check price, quantity, product and customer account)
- Ensure stock availability, if not inform customer, Market Manager and the relevant Purchasing Officer
- Inform Finance and Market Manager when customer account is on credit hold, or over their credit limit
- Monitor the flow of the order (weekly meetings with Production, Quality and other internal stakeholders). Communicate with Management, Quality, Production, Finance and Warehouse to expedite customer orders when required.
- Ensure correct documentation is issued to customers on day of delivery/dispatch
- Obtain freight and insurance quotes from shipping agents for export of goods
- Prepare proforma invoices, arrange checking and signature by Management and forward to the customer
- Liaise with the forwarder and obtain bookings for export shipments
- Complete delivery notes and picking slips accurately
- Process billing due list
- Print invoices, credit/debit notes and other export documentation
- Organize inspections of goods when it is a client/country requirement
- Preparation of bank requirements for documentary credits to be sent through to our bankers
- Attend to customer enquiries and complaints and resolve where applicable or escalate
- Capture any customer complaints on SAP CCR system and Trackwise
- Prepare accurate report on customer sales when required
- Assist with other customer services functions during staff absence from the office and attend to any other relevant task as and when required

**We bring**:

- A rich history and a promising future of bold scientific innovation and passionate creation with our customers.
- A flexible work environment that empowers people to take accountability for their work and own the outcome
- Barrier-free communities within our organization where every employee is equally valued and respected - regardless of their background, beliefs, or identity.
- An eagerness to be one team and learn from each other to bring progress to life and create a better future.
- A firm belief that working together with our customers is the key to achieving great things

**You bring**:

- Generalist background, commercial education followed by practical experience in a Customer Care and/or transportation/ logistics function
- Familiar with incoterms, liability matters pertaining to insurance
- Solid understanding of SAP SD Module
- Very good command of English (both written and verbal), additional language skills an advantage
- Accurate, solution-oriented, collaborative and customer friendly communication style

**Equal opportunities commitment**

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: (here,) there’s a place for everyone with us.

dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. Our people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.

**About dsm-firmenich**

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragr