Customer Service Officer DSM location Auckland.

The challenge to achieve complete customer satisfaction whilst not compromising DSM’s standards and targets, requiring specific detailed knowledge of products including supply source, pack sizes, the knowledge to detect wrong codes, to suggest or arrange alternate sources of supply.

Application of specific knowledge to needs, requirements, regulations and peculiarities of assigned countries (eg: Shelf-Life of product), including ability to handle differences in supply and demand and arranging for shortfalls of product and customer expectations within regulatory requirements.

The CSO has to be aware of trade practices in each market of the assigned countries and of market differences. Competent in handling customer relations applying adequate interactive social and communication skills to each and every situation successfully and maintain DSM’s standards

To attend to urgent orders in very short notice especially orders with Credit Waivers. In short, to provide excellent services and responsiveness to customers inquiries and requirements to achieve high level of customers satisfaction.

Key areas of accountability act as primary contact for the assigned Countries. Responsible to answer routine queries, take, place and/or direct orders, initial placement of orders with production or source of supply, arrange and confirm supply chain for export and delivery, apply Just In Time Principles.

To receive orders, evaluate the orders, preliminary advice on availability of stock or special terms and conditions that may apply to particular orders. Inform the customers of these special requirements, process the orders within pricing limits, check product and transport availability, execute the order by planning delivery within standard leadtime, customers’ preferences, select most efficient means of transport within available secured services with DSM.

Acceptance of payments through affiliate offices and direct customers. Knowledge of shipping documents, Bills of Lading & Documents of Credit. Review Letter of Credits to ensure that company is able to comply. Feedback to Sales and Marketing department on any potential issues of compliance. Liaise with Banks to achieve compliance of documentations for export. Preparation of Bank and Shipping documentations requirement for export of products including L/C negotiation with Banks to achieve KPI Targets.

Handles numerous orders at one time and sets priority on orders to maximise customer service. Orders include one-off specials and standard customers, operating on a variety of lead-times. Orders are either local or export. Export orders include Letter of Credits in which she is responsible to ensure compliance to the terms and conditions.

Knowledge of customer account requirements and procedures to handle special situations to satisfy customers’ needs. To be aware of specialist knowledge of individual countries and cultural peculiarities including time differences and national needs. Attend to complaints, claims, credits, goods returns and re-funds. Investigate and resolve logistical complaints.

Authorities to support the Head of Customer Care; provide administrative platform and day to day customer support base for secured orders and back up support for other CSOs. 2. To suggest appropriate corrective measures and improvements in customer service, logistics to supply and delivery of products to customers. To recommend improvements or enhancements to work-flow standards and productivity. 3. Prepare regular reports 4. Act as SAP key user for SD module. Attend to malfunctions, problems, and difficulties, put up change request to SMP as necessary. Follow-up, test and implement changes.

The Ideal good knowledge in L/C negotiation and export documentation. Hands on knowledge in SAP (SD & MM modules) & Microsoft Office application. Previous experience in ISO Certification. Knowledge of international shipping practices & Incoterms. Exposure in dealing with various countries in the Region. Minimum 3 years of relevant experience in order processing, customer service or order fulfillment.

A self-starter and team player with ability to work under pressure with tight deadlines & minimum supervision. Strong interpersonal & problem solving skills and able to work effectively under multi-cultural environment. Good spoken & written English communication skills. Good spoken & written English communication skills.

The reward working for DSM means the opportunity to really contribute to improve people’s lives and solving the challenges of today’s world. Challenging jobs, career opportunities and an inspiring environment allow you to enhance your personal development. DSM recognizes that the on-going success of the company depends on the continued development and engagement of our employees and pursues a fair and competitive remuneration policy, recognizing individual and team competencies and performance.