Senior Customer Service Representative

Trivium Packaging is a global sustainability leader in metal packaging with more than 60 locations worldwide, nearly 8,000 employees, and an annual revenue of approximately €3.0 billion. Trivium serves a diverse range of customers in a variety of end markets such as food, seafood, pet food, nutrition, beauty and personal care, household care, and premium beverages.

Trivium wants to shape the industry and has embarked on an ambitious transformation journey. In the near term, focus is on building & upskilling the team, deciding where to play & how to win, and increasing financial performance by executing the Trivium Business System (commercial, operational, and supply chain excellence). Sustainability is embedded in our materials and in our actions. Trivium has ambitious sustainability targets and focuses exclusively on products that are infinitely recyclable. Our company sustainability journey has been awarded with a Platinum medal by EcoVadis, the world’s leading rating agent who allocated this award only to the top 1% of the >75000 companies reviewed. Sustainability is embedded in each and every function at Trivium, it‘s in our DNA. The global head office is at Amsterdam Airport; however, many people work in virtual teams from different countries. Our culture is results-driven, entrepreneurial, informal, and highly multicultural. Our people have a high degree of responsibility. 

Role Description

In this role, you will act as a vital point of contact for both internal and external customers, resolving issues, and building strong relationships across various departments, managing the daily order-to-cash process with the customer. Key activities are customer data processing, order entry and management, deliveries handling, inbound customer inquiries and coordination with supply chain. 

Key Responsibilities

•    Managing the customer order process, including order entry in SAP, pricing, delivery, order status updates, returns and complaint resolution.
•    Handles all communication with customers about orders, deliveries and invoices
•    Actively supports the Sales team (e.g. Reports, tracks and challenges Forecast accuracy)
•    Address escalations with local supply chain if order prioritization is needed (e.g. in case of production issues)
•    Responsible for updating prices in SAP
•    Increase customer satisfaction by creating and maintaining positive customer relationships
•    Provides accurate customer demand planning forecast to support optimized production planning
•    Actively supports our customer creation process: collecting required information and making the request to the master data department
•    Involvement and gatekeeper for Litho design creation process - invoicing may depend per business unit

What We Offer

•    Working in a healthy, worldclass organization with a supportive atmosphere
•    Working for an organization that takes sustainability to the heart
•    A supportive work environment where teamwork is celebrated and encouraged
•    Development and training programs
•    Autonomy & accountability for areas of responsibility
•    Opportunities for future career development within a well-established multinational company that values inclusivity, diversity, and integrity

 
Education & Training:

•    Bacholar degree, or equivalent (work experience)
•    Professional Customer service skills / training
•    good knowledge of English (C1)
•    good Knowledge of German (C1)
•    good knowledge of MS Office
•    Willingness to travel (some travel might be required)
 

Experience: 

•    2 - 4 years’ experience in customer service or sales support role
•    Strong knowledge of SAP or equivalent ERP system(s)
•    Clear affinity with using software like CRM (Sales Force) or equivalent and MS Office
•    Demonstrated ability to develop and work in a team culture with other internal departments including, but not limited to Sales, R&D, Customer Service, and Supply Chain

Competencies:

•    Willingness and ability to cooperate with customers, managers and colleagues
•    Organizational skills
•    Team Player (good communication, exchanges information pro-actively, service orientated)
•    A sense of responsibility, care, high accuracy, reliability
•    Ability to recognize problems, describe and implement solutions. Problem solving skills
•    Strong analytical skills, with a result-driven approach
•    Dealing with pressure
•    Willingness and ability for constant and comprehensive personal training
•    Flexibility
•    Assertiveness
•    A result-driven approach

BRINGING YOUR TRUE SELF TO WORK

To reach our goals, we know we need colleagues at all levels who are truly diverse in every way. That’s why we are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. Our customers come from a wide range of backgrounds, and so do our people and It’s business critical for us to ensure all our people have what they need to perform at their best and can be their true selves at work.