Customer Service Representative Bardi

Customer Service Representative
Bardi
Emilia Romagna, Bardi

Description**:** The purpose of the job or role - why it exists**:

The Customer Service Representative (CSR) provides exemplary customer service and support to customers by being able to proactively navigate and diagnose customer needs and respond using a wide and dynamic base of information and resources.

The CSR interfaces with customers and coordinates with multiple business and functional partners to deliver exceptional service to customers and contributes to Corteva business success.

The CSR manages the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives to the customer at the correct time, with the correct product, with the correct equipment and correct paperwork.

In the event of a service failure, the CSR initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer.

It is expected that the CSR knows what it takes to go above and beyond the daily calls from customers; to build and maintain customer loyalty and confidence.

**Primary Responsibilities**:

- Order Management: Handles routine and non-routine customer order activities, including managing customer demand, following up on samples, complex order entry guiding and leading the activities of the order process utilizing work process, business strategy, and best practice to ensure high quality service.

The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing locations, various modes of transport, and a broad range of products.

This requires the ability to multi-task with critical thinking and analyzing skills.

Responsible to receive and record customer complaints and facilitate resolution in cooperation with internal partners.

- Handle heavy task volume periods with high service and great attention to detail

- Identify opportunities for efficiency gains and additional support during low task volume periods

- Support in training new team members as needed

- Customer account management, Credit and invoicing: Follow-up on credit blocks with credit department.

Ensure active customer portfolio confirmed for the season in place is not affected from shipment side by missing credit or delayed credit set-up.

- Manage customer account in collaboration with Sales, Credit and Accounts Receivables.

Weekly creation of invoices to Customers and dealers, including electronic invoicing troubleshooting

- Master data administration in SAP, B2B orders in case of electronic transactions.

- Responsible to initiate and resolve any action in connection with the dispute/claims raised by the customers

- Reporting, Metrics, Audits: supports overall Business by providing appropriate Customer, Sales, collect all necessary documentation to meet SOX rules for Audit purpose.

**Key Competencies required**:

- Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities.

This role requires prioritization by impact, and accountability for taking actions that keep things moving forward, proactively anticipate and address customer concerns

- Problem Solver: Demonstrates persistence in overcoming resistance or objection, leads conflict resolution and reaches win

- win agreements.

Uses knowledge of Corteva and Business strategies to make decisions and take action that improve performance in their area of responsibility.

- System and Technology expertise: Execute complex work processes through multiple systems and technology including: SAP, Salesforce as examples.

The integration of the systems requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing, including related systems knowledge

- Display Customer Advocate Leadership: Requires the desire and determination to meet and exceed customer expectations.

Champions customer needs across all Corteva functions.

Realizes and anticipates how events and trends are likely to affect the customer's future needs and satisfaction.

Intimate with customer plans, objectives and demands.

**Critical Success Factors**:

- Exceed customer expectations through successful customer relationships and first-call issue resolution (External and Internal)

- Proactive order management and issue resolution

- Comply with internal and external control requirements

- Understand the business and speak knowledgeably with customers in their local language

**Interactions**:

External

- Customers

- Distribution Warehouses

- Logistic teams

Internal

- CS TL or CS Lead

- Sales Representatives

- Credit team

- CS SME

- Sales team

- Marketing team

**Accountability**:

Contributes significantly to the 'customer experience', customer satisfaction and overall business success.

**Measures of Success**:

On Time Delivery / Invoice accuracy / Customer Satisfaction

LI-CR1 #LI-Hybrid

**Qualifications**:** Education**:

Bachelor's degree

**Knowledge, Skills & Experience**:

Language skills: Good com