The Senior Customer Service Representative is responsible for managing complex customer service activities while acting as a subject matter expert within the Films Customer Service organization.
The role combines operational execution, customer relationship management, process ownership and continuous improvement responsibilities. The Senior Customer Service Representative supports business growth, customer retention and operational excellence while coaching less experienced colleagues.
Customer Portfolio Management
Manage strategic customer accounts
Coordinate complex customer requirements
Act as primary escalation point
Build strong customer relationships
Support customer retention initiatives
Order-to-Cash Execution
Manage complex orders and projects
Coordinate delivery commitments
Support allocation and supply challenges
Ensure accurate execution of commercial agreements
Resolve operational issues impacting customers
Commercial Administration
Support pricing activities
Manage rebates and agreements
Coordinate credit note processes
Maintain commercial data and records
Customer Escalation Management
Lead resolution of critical customer issues
Coordinate internal stakeholders
Implement corrective actions
Restore customer satisfaction
Cash Collection & Financial Support
Support overdue management
Coordinate dispute resolution
Partner with Finance and Sales
Protect company cash flow and revenue
Process Improvement
Identify simplification opportunities
Develop best practices
Improve operational performance
Support automation initiatives
Contribute to digital transformation projects