As the
Customer Service Sales Support Analyst, you will responsible for managing the order to invoice process for customers including timely delivery, meeting customer requirements, and accurate invoicing. Sales Support Analyst takes the lead on all portal invoicing processes and troubleshooting. Run daily reports on portal order status and follow up with CAS to insure processing. Responsible to work with our customers to resolve portal issues. Lead efforts to convert non-portal customers to EDI.
The role is also responsible for supporting the Americas sales team direct business-to-business sales as well as indirect sales activities through our distribution network. You will develop and maintain favorable relationships with internal personnel throughout the Americas to assist in meeting their needs. This role is responsible for supporting activities of the Salesforce CRM (Customer Relationship Management) Database for the Industrial Products team as the subject matter expert.
I’m interested! What will I get to do in this position?
- Adhere to all company policies, procedures and business ethics.
- As the IP business SME, you will participate with ICL corporate teams when any changes or customizations are made to the CRM program(s).
- Call customers to engage on forecast requirements
- Collaborate with the sales team to respond to and/or route prospect or customer concerns.
- Communicate with Sales, Finance, Warehouses and Transportation to ensure orders are processed and produced/shipped in a timely manner.
- Coordinate with shipping locations, production planners, transportation, and credit to ensure seamless order transactions
- Ensure a positive experience as you ask questions and listen empathetically
- Ensure that internal communications between Sales, Technical and Production are maintained effectively to achieve high levels of customer satisfaction and retention.
- Enter orders received via Electric Data Interchange (EDI), email and phone into our enterprise resource planning software (ERP) SAP
- Export management including handling Letters of Credit, coordinate bookings with freight forwarders, and preparing documentation
- Facilitate Customer Feedback Reports
- Handle ICL Industrial Products customer orders, requests, and inquiries in a prompt and courteous manner
- Manage the sample process daily. This involves managing inquiries from sales and email each business day to sample fulfilment from sampling company. You will work in tandem with the sales managers to update status in CRM from sample request, through evaluation, and until a decision from the customer has been made to proceed or halt the project.
- Operate in customer service software and embrace technology while speaking with the customer to execute their requests
- Provide sales support to assigned Sales Account Managers, including issue resolution, pricing maintenance and other customer needs
- Re-directing customer inquiries and questionnaires for processing to the relevant desks.
- Resolve all non-technical inquires including tracing shipments, providing prices, and product availability dates
- Resolve payment discrepancies and support invoice collections
- Resolve service issues by gathering and analyzing facts and coordinating ICL efforts to meet customer’s needs
- Respond to RFQ’s and provide quotations. Follow up with customers and team members regarding orders.
- Support order management through customer’s portals
- Team project work for process improvement
- Transmit Material Safety Data Sheets, Tech Sheets, Certifications of Analysis and any other required documentation to customers
- Use Salesforce CRM to create and maintain a database of current and potential customers.
- Utilize solid problem solving and interpersonal skills
What skills and experience do I need to be successful in this role?
- Bachelor’s degree with 5 years working experience
- High level of accuracy, service and commercial oriented and a flexible attitude to different business cultures and environments
- Pro-active suggestions, problem solving and strong prioritization skills
- Occasional travel
- Customer focused, communicative, team player, taking responsibility when necessary.
- Open minded and broad view, outside your own territory and to other SBU’s.
- High Proficiency in Customer Relationship Management (CRM) software and Ariba or other Portal architecture
- Have strong ability to identify and deal with external customer/distributor business issues
- Sound organizational skills a must
- Effective communication and relationship building skills
ICL Job Level: 13
Salary Range: $49K - $91K/year
Annual Bonus Target: 5%, subject to plan provisions.
Location: St. Louis, MO or Remote
We've Got You Covered
ICL is committed to offering you a comprehensive set of benefits to empower you and your family physically, mentally, emotionally, and financially. The benefits we offer to our diverse and inclusive workforce include:
- Competitive base pay and performance bonus
- Medical, dental, vision, and life benefits that start quickly – the first of the month after hire
- Tax-advantaged health savings and spending accounts (when applicable)
- Wellness Incentive Program to lower your health insurance cost
- Generous Leave and FMLA policies
- Prescription program that provides most generic maintenance medications at no cost (including Insulin products & EpiPens)
- 401k eligibility from day one of employment with a generous company matching contribution. 100% vested after one year of service
- Employee Student Loan Assistance Program
- Free membership to a program that offers various discounts for travel, entertainment, groceries, and much more
Who is ICL?
ICL is a leading global specialty minerals and chemicals company that creates impactful solutions for humanity’s sustainability challenges in global food, agriculture, and industrial markets. ICL leverages its unique bromine, potash and phosphate resources, its passionate team of talented employees and its strong focus on R&D and technological innovation to drive growth across its end markets. Our agricultural products feed the world’s growing population, our food additives enable greater access to higher quality food, our potash and phosphate products are essential components for the pharma industry and our bromine-based materials and phosphates contribute to a more energy efficient and environmentally friendly planet.
ICL’s operations are organized under four segments: Industrial Products (Bromine), Potash, Phosphate Solutions and Growing Solutions. With approximately 12,000 employees worldwide, ICL operates mining and production sites located in Israel, Europe, North and South America and China which are supported by worldwide distribution and supply chains. Due to strong synergies between its business units and their mutual support, ICL benefits from its advantageous size, geographical spread, and operational flexibility. With a culture based upon leadership, innovation, and sustainability, ICL is well positioned to be an Employer of Choice within the communities in which we operate. To learn more about ICL, click here.
EEO-USA
Equal Opportunity/Affirmative Action Employer Minorities/Women/Veterans/Disabilities
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