EMEA Customer Service Representativ

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Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Customer Service Representative – Wrexham

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Mission

Forms part of the Customer Services Team. Sits at the edge of both Commercial and Supply Chain organizations. Manages and supports a specified portfolio of customers, ensuring that customer orders are accurately presented to the company first time, every time. Has an in-depth understanding of customer needs and guides requests through Syensqo’s organization.

The CSR is part of a team and actively supports colleagues when necessary. Follows the Contract Review process and suggests improvements to ensure thoroughness.

Job Description

1. Manages communication between the Plant and the customer.
2. Decides when to escalate issues.
3. Maintains accurate Master data for all customers.
4. Fully complies with the Clean Purchase Order Policy.
5. Handles special customer requests in conjunction with Supply Chain and Product Managers, deciding on their implementation.
6. Manages the customer’s order book through to accurate invoice payment, understanding customer requirements.
7. Supports SBS/Complaint Management with credit/debit/rebates.
8. Manages and reports on customer KPIs, taking actions to improve results.
9. Works closely with Plants (Site Liaisons, Planning, Quality, Labs, Logistics).
10. Ensures order accuracy in ERP, discusses changes with customers prior to input.
11. Handles customer portals, responds promptly to meet KPIs.
12. Follows Contract Review procedures.
13. Properly files documents for inspection and audits.
14. Ensures correct pricing, liaising with Pricing and Data Management Teams.
15. Uses conversion rates and understands UOM for shipments.
16. Manages outstanding payments and controls the Deductions Process.
17. Implements credits/debits/rebates with Complaints Management teams.
18. Maintains compliance obligations, initiates export licenses when needed.

Profile

• Deep understanding of business processes and systems.
• Broad knowledge of business and customer base.
• Ability to make sound decisions supporting customer needs while following policies.
• Problem-solving skills in changing environments.
• Proficiency in ERP systems for data extraction.
• Team player with negotiation and diplomacy skills.
• Experience in manufacturing, with knowledge of quality systems, contracts, and terms.
• Strong organizational skills and customer focus.
• Knowledge of product terminology, specs, procedures, and export compliance.

French / German language skills are desirable.

We Offer

• A challenging, rewarding, international environment within a global group.
• Opportunities for career advancement in Customer Service or Supply Chain, with pathways to commercial roles.
• An attractive salary package.

About Us

• Syensqo develops innovative solutions that improve everyday life, work, travel, and entertainment. Inspired by Ernest Solvay’s scientific councils, we bring together diverse talent to push scientific and technological boundaries for our customers’ benefit. Our solutions support sustainability and breakthrough technologies for humanity.
• We value diversity and encourage applications from all backgrounds. We support candidates requiring accommodations and promote equal opportunity. If unsure about meeting all criteria, we still encourage you to apply.

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