Senior Customer Service Representative

• 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