Account Specialist (Customer Services & Order Management)

Summary
The Account Specialist manages the accurate and timely execution of the order fulfillment process for customers. The jobholder is the main point of contact for all customer related issues. This encompasses order receipt, customer stock forecasting, and coordination of product and transport availability, timely delivery, documentation , handling of customer complaints, and up to invoicing.
Participates in interdepartmental projects and conducts the training for new customer service staff.

RESPONSIBILITIES AND ACCOUNTABILITIES:
Deliver highest quality service to customers in AFME by handling customer requests in a timely and professional manner
Act as primary interface with Planning, Sales, Business and Supply Chain in order to serve the customer in the most efficient and effective way
Develops strong relationships with key stakeholders (customers, business, HR, SC, Finance, etc) and builds an effective network.
Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
Participate in projects. Bring in experience, address issues and challenge current practices
Capable to serve strategic and important customers i.e. global accounts or distribution
Monitor KPI dashboard for area of responsibility and take corrective actions in case of deviations
Check accuracy of Customer Master Data in the SAP system in liaison with Master Data team
Become a Subject matter Expert in a specific area
Respects all policies and procedures and proactively "lives" them.
Actively working on process improvements by sharing best practices with other offices
Follow the company policy about Product risk management as well as directives and procedures from Lyondellbasell Product Stewardship Manager AP &
AFMEI.
Follow up of claims in guidance with the policy for product risk management.

PERSON SPECIFICATION:
Education:
University / college degree preferred or equivalent experience
IT capabilities (SAP, MS Office)
Work Experience:
Minimum of 5 years in Customer Service or similar role with customer contact
Competencies
• Instills Trust &
Exemplifies Integrity : Gaining the confidence &
Trust of others through honesty , integrity & authenticity.
• Demonstrates Courage : Stepping up to address difficult issues , saying what needs to be said , acting with integrity , doing what is right .
• Builds effective teams : Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
• Ensures Accountability : Holding self & others accountable to meet commitments.
• Drives Results : Consistently achieving results even under tough circumstances.
• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives within and across functions.
• Cultivates Innovation : Creating new and better ways for the organization to be successful . Uses lateral thinking . Questioning the status quo.
• Customer Focus : Building strong customer relationships and delivering customer-centric solutions . Focuses on internal & external customers.
Functional Competencies
• 'Order to Cash'process – Understands the process in general and in particular the differences between the business units from forecast, order entry, planning, allocation, shipping up to billing. Has good network with all involved stakeholders and good knowledge of SAP.
• Quality Management – Good knowledge of the Quality Management Systems and the Quality Notification process. Handles, resolves and monitors customer complaints in a tactful and professional manner. Participates in external and internal audits.
• Problem Solving – Ability to analyze problems and detect root causes. Implements and monitors tools and measures to resolve the problems
• Master Data – Understanding the set up of master data in SAP under his responsibility and ensure accuracy in close collaboration with Master Data team
• Credit – Understands the customer related financial coherences. Liaises with FSS, credit and tax and informs the AM in case of issues
• Change Management – adapts and facilitates changes, becomes comfortable in new circumstances and discusses and supports the need of changes in a constructive way. Leads smaller projects.