Customer Service Representative

About the Role

Customer Service Representative supporting Order-to-Cash and Supply Chain Management (SCM) activities. Responsible for end-to-end order processing, ERP master data management, stakeholder coordination, compliance and continuous improvement within OTC and logistics operations.

Responsibilities

• Manage end-to-end processing of external and internal customer orders (local sales, semi-indent, sample orders) both online and offline, including returns, credit notes and debit adjustments.
• Maintain accurate master data in the ERP system and resolve system-related issues (e.g., SAP blocks, transaction errors); provide troubleshooting support.
• Act as central coordination point to provide timely information, product documentation and operational support to customers, sales, planners, GPL, 3PL providers and vendors; manage inquiries via calls and written communication.
• Handle customer complaints using established tools and procedures, ensuring prompt investigation, resolution and follow-up.
• Prepare periodic sales reconciliation and inventory reports; generate and issue tax invoices, proforma and commercial invoices ensuring accuracy and compliance.
• Ensure adherence to corporate policies and regulatory requirements; support migration projects, ISO procedures and internal/external audits (including customs audits) and maintain documentation and filing systems.
• Manage receivables disputes between customers and internal stakeholders to ensure timely closure and alignment with financial controls.
• Support SCM initiatives and drive continuous improvement in OTC processes.
• Serve as local point of contact for legal/fiscal requirements, support HSEQ tasks such as hazardous material tracking, and consolidate import/export reporting and tax documentation.
• Collaborate closely within the SCM team for seamless operations and knowledge sharing.

Qualifications

• Diploma or University Degree in a relevant field.
• 5–10 years' experience in Customer Service or Supply Chain Management (SCM).
• Detailed knowledge of ERP systems, particularly SAP; experience resolving SAP blocks and transaction errors is a plus.
• Strong understanding of global order management processes, logistics, shipping and international trade.
• Experience in data collection and problem definition; familiarity with the impact of forecasting on operations and order management.
• Strong analytical skills to assess and resolve issues efficiently; proficiency in ERP reporting and documentation.

What We Offer You

• Competitive compensation including global bonus and individual performance bonus programs.
• Comprehensive benefits including retirement plans, health programs, life insurance and medical care.
• Flexible working arrangements via the global “Xwork” program to support work-life balance.
• Training and development opportunities for professional and personal growth.
• Commitment to diversity and inclusion.

Additional Information

Important Notice on Recruitment Fraud:
LANXESS does not request any form of payment as a pre-condition for employment. All legitimate communications will come from an official company email domain. If in doubt about a job offer or recruitment communication, contact the company directly.