Customer Service Representative Ecuador

Solvay-Guayaquil, Provincia del GuayasGeneral Information Location: City: Guayaquil Country: Ecuador
Region: South AmericaJob Category: Supply Chain
Type of Contract: Permanent
Working time: Full-time
Work schedule: Day shift
Solvay is a multi-specialty chemical company committed to developing chemistry that addresses key societal challenges. We innovate and partner with customers in diverse global end markets. The management and development of Solvay's Multi-Business Offices(MBU's), are concentrated in areas where GBUs have no or limited commercial resources. By leveraging sales and marketing synergies, along with providing local expertise and customer proximity, this allows our GBUs to seize profitable opportunities for responsible and sustainable growth.
Solvay is a multi-specialty chemical company committed to developing chemistry that addresses key societal challenges. We innovate and partner with customers in diverse global end markets. Our products and solutions are used in planes, cars, smart and medical devices, batteries, in mineral and oil extraction, among many other applications promoting sustainability. Our lightweighting materials enhance cleaner mobility, our formulations optimize the use of resources, and our performance chemicals improve air and water quality.
Job Overview and Responsibilities
� MISSION:
� Handle the Customer Care processes of imports, exports and local sales, guarantying and ensuring that the administrative process of customer care is carried out according to the negotiated in an effective and committed manner, with promptness, credibility and agility of information.
â? Ensure efficiency and effectiveness of the logistic aspects of the operation, both documentary and physical, within deadlines, quality and optimization of costs to ensure the company’s competitiveness;
� Ensure customer satisfaction, guiding, knowing specific needs, providing answers and seeking solutions to the demands� MAIN RESPONSIBILITIES:
� Maintain direct contact with clients and / or via MBUs to capture their needs, understand their demands and capture sales forecast when pertinent;
� Analyze critically the various requests, complaints and demands of the customers;
â? Carry out sample processes; customers’ requests and customer’s complaints;
� Manage the processes, since from receipting of the sales order to delivery, aiming to ensure the application of procedures, compliance with deadlines and optimization of costs;
� Ensure that the business conditions of customer orders are correctly defined and documented prior to acceptance of the order;
� Ensure the logistics management of the processes, keeping in touch with the plants and logistics partners (warehouses, carriers, freight forwarders, shipment agents; etc).
� Ensure that the flow of information between the client and the organization is effective and efficient;
� Ensure the updating and maintenance of the Customer registry;
� Prepare reports, presentations and KPIs relevant to the area.Education and Experience
Define and achieve Polymer Additives sales and profit objectives in the defined geographical region. This includes implementation of global marketing strategies and development and implementation of regional and account specific commercial strategies. Support the rapid growth of the business unit by identifying and documenting new business development opportunities. Work with the AT leadership team to document, prioritize and develop strategies to address these opportunities.
Prepare the annual business sales and commercial expense plan and assist in the preparation of the strategic planning which provides for achievement of the key corporate goals on a sustainable basis in the business segment.
Translate the annual sales budget, major project plans and business strategy into a detailed regional sales strategy that identifies target customers and current account maintenance and growth strategies. Planning should include specific action plan for individual sales territory management, account strategies, resource and technical service requirements and implementation of marketing programs, channels to market to ensure delivery of regional sales budgets. The sales plan will be agreed with the Global Sales Director and approved by the business Vice President.
Deliver the agreed regional sales and expense budgets and oversee the profit plan targets for the region. Ensure proactive monitoring of performance is established against agreed to specific metrics. Implement pricing, terms and conditions of contracts as agreed with the Global Sales Director to maximize the business profitability. Ensure corrective actions are rapidly planned and implemented to achieve sales; analyze and make recommendations on corrective actions for ensuring regional profit plan targets are achieved despite adverse variances occurring.
Provide transformational leadership to the Sales Managers and Technical Service field personnel to focus on the promotion of technically differentiated products, selling technology and to penetrate the value chain. Ensure task/ownership is clear to achieve sales, technical service and financial performance in an optimum process fashion. Work with the regional marketing analyst to implement the customer prioritization program. Ensure that compensation/reward systems are directly linked to strategy and will drive organizational performance. Use external benchmarks to drive performance measures and improvements.
Provide leadership to ensure Solvay's continued application technology leadership position in its core technology platforms. Work with Marketing, to provide market intelligence, call/trade reports, resources for project teams and NBD activities.
Provide monthly 18-month rolling forecast of demand to the demand manager and ensure that the region is following the demand process at "Best in Class" levels.
Manage select Global Key Accounts that are headquartered in defined graphical region, leading a core team to develop global strategies for long term growth of the Key Account.
Ensure sound organization/individual development is achieved through hiring, training, developing and coaching activities. Champion DSP and ensure implementation and commitment through the organization. Work with the Global Sales Director to build an organization capable of delivering technical strategy and selling excellence. Work with local regional and functional management to develop support structures capable of managing all business needs.