Job Title: Account Representative at Basell
Location: Wilmington, Delaware
Zip Code: 19805

Description:

Key responsibility in regard to the resolution of supply issues and timely communication to the customer of the status of all orders. Potential scenarios requiring action include:
Transportation (including rail car tracking, delays for all transit modes).
Inventory (quality, quantity, and package issues).
Changes in demand.
Replacement material.
Rush orders.
Process customer orders received via phone, email, fax or the customer's web site and enter information into the SAP system. Validate and review orders received via e-business channels. Ensure that all orders comply with processes and procedures and can be fulfilled in accordance with our current ISO process.
Forecast verification and management: Certify that orders are within the forecast demand. Resolve discrepancies in collaboration with Sales and the Scheduler or Inventory Specialist. At month end, solicit orders to reach forecasted demand to obtain sales goals. Collaborate with the Account Manager to increase the accuracy of the customer's demand forecast for both current and future months.
Responsible for support of the Accounts Receivable issues:
Assist in the collection of outstanding funds which includes:
Resolving invoicing and pricing issues.
Issuing credits and debits.
Enhance current partnerships and future sales with strategic customers via Account Planning Meetings and regular communications with Sales and Marketing. Provide feedback about customer's needs and current experience / status in regard to their relationship with the Company. Collect competitive intelligence and forward it to the appropriate individuals.
Process order changes or cancellation received through various communication channels. This includes forecast adjustment and communication to Scheduling and Inventory, Transportation, and / or Sales as needed.
Create SERVE/QN's for all customer complaints.
Aid in the investigation and problem resolution as warranted. Minimize negative impact of the complaint via prompt and courteous action.

FUNCTIONAL COMPETENCIES:

Business Process Understanding -- Knows relevant internal and external business processes and decision flows; knows how to influence them in favor of the business; focuses on continuous internal efficiency gains, including use of e-commerce tools.
Fosters Customer Focus -- Demonstrates a solid understanding on internal and external customers; meets quality in service standards; continuously improves customer satisfaction and interacts regularly with customers, taking responsibility for their concerns and matching customer expectations; understands customer contractual obligations.
Value Orientation -- knows and considers financial realities to judge the added value of customer service offerings; understands company-level finances.
Analytical Capabilities -- Analyses customer problems to aid in the determination of the most cost-effective solution.
Builds Relationships & Networks -- Cultivates and maintains a broad web of diverse contacts; collaborates and initiates mutually beneficial partnerships; reciprocates and provides for "give and take"; relates well to most people.
Negotiates -- Proves the value of a position, idea, or action; builds win-win solutions and consensus.
Learns and Grows -- Asks for feedback; takes on challenging projects; masters new knowledge, skills, and abilities; adapts behaviors in response to feedback, changes, or obstacles.

QUALIFICATIONS:

Bachelor's degree or High School diploma with a minimum of 2 - 4 years of customer service experience.
Demonstrated ability to perform in a fast-paced environment that requires decision-making and strong organizational skills.
Strong communication skills (verbal and written.)
Knowledge of policies and processes.
Strong IT capabilities (E-mail, SAP, Microsoft Office, BW or Brio, Picaso and Bourquea plus).

All interested individuals must apply online at http://www.lyondellbasell.com/lyondell/careers. Refer to job no 080263.

Must be at least 18 years of age.

Must be legally authorized to work in the United States on a permanent basis without visa sponsorship (U.S. citizen, U.S. Permanent Resident).

Basell does not accept or retain unsolicited resumes, or phone calls and/or respond to them or to any third party representing job seekers.

Basell is an Equal Opportunity Employer.

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