Insides Sales Customer Service

Insides Sales Customer Service

Permanent

About Heraeus

Making displays foldable? Helping hearts beat with medical innovations? Or breathing new life into precious metals? As a family-owned global technology group we help our customers to always being one step ahead.

About Heraeus Precious Metals

With more than 350 years of experience in precious metals processing, Heraeus Precious Metals is the world's leading provider of innovative products and services, such as precious metals trading and recycling. Our products are used in a wide range of industries, for example to reduce climate killers such as nitrous oxide and methane and in the form of pharmaceutical ingredients for the treatment of cancer.

Our innovative strength is driven by our 3,000 employees in more than 15 countries, who work passionately with our partners to develop pioneering and sustainable solutions.

We are aware of our responsibility towards people and the environment and have set ourselves ambitious CO₂ targets. Sustainability is at the heart of all our business activities.

Heraeus, the German based technology group is a leading international family-owned company formed in 1851. We create high-quality solutions for our customers by combining material expertise with technological know-how. Our ideas are focused on themes such as environment, energy, health, mobility, and industrial applications. In 2015 Heraeus generated revenues without precious metals of €1.9 bn and a total revenue of €12.9 bn. in more than 100 subsidiaries in 38 countries we offer our worldwide 12,500 employees the freedom to develop and promote their own ideas. We call it: Open Space. For Open Minds.®

The primary responsibility of this position is to manage the refining sales process including planning, analyzing, and executing the timely and accurate processing of information, customer orders and/or inventory, and providing support needed to distribute material and products to customers for Heraeus Precious Metals North America (HPMN). The Customer Service Representative is the voice of the customer and the liaison between customer and HPMN.

Your Role and Responsibilities:

• Works with CS department and other teams to consistently meet sales and corporate goals
• Confers with (potential) customers by phone, email, and occasionally in person to provide information about products and services
• Communicates with and services both internal and external “global” customers
• Communicates daily and directly with customers by phone and email, acting as the primary liaison between the client and Heraeus during the entirety of an order transaction
• Daily activities will include timely and accurate processing of all customers inquiries, orders, shipments, releases, settlement value exchanges, PGM settlements, PGM transfers, inbound shipments and other transactions as required.
• Processes business transactions in SAP, the leading ERP system, including quotations, orders, invoices, and refining settlements. Maintains Customer Master Data, Customer Material Info and Customer Pricing Records in SAP for efficient order processing
• Maintains record of valid and accurate customer pricing/contract information ensuring that all orders are adhering to current and up-to-date pricing quotations/contracts.  Ensures all customer quotes/contracts are on file for convenient access by all team members
• Provides direct support to Sales team in the timely delivery of quotations and contracts, supporting documentation and an understanding of the processes surrounding the smelter business.
• Responds directly to customer enquiries in all areas of their order transaction. These include, but are not limited to, answering questions on quotations, shipping, and environmental requirements; reporting on order status; relaying information relating to the status refining settlements; conducting assay exchanges; issuing and distributing metal settlements and invoices as well as any PGM transactions between the customer and the HMN trading desk
• Handles customer complaints, working with the Quality & Production departments to resolve (internal/external) quality issues. Assures timely and accurate feedback to the customer about status and findings of the complaint and resulting corrective actions
• Communicates closely with our recycling/production team in Wartburg, Tennessee by building and maintaining collaborative working relationships. Works with the recycling/production to determine appropriate scheduling and best practices to meet both customer and plant needs/requirements
• Builds and maintains a collaborative working relationship with all other teams/departments within HPMN.
• Participates in customer meetings with outside sales team, when necessary. Meetings may be in person or virtual
• Handles confidential information with care
• Adheres to Ethical Code of Conduct as applicable to the job function

What is required for this role: 

• Bachelor’s Degree in Business Administration, Finance, Chemistry or related field is required
• 5+ years customer service or sales experience in the PGM refining industry is necessary (The equivalent combination of education and experience will be considered)
• Ability to work quickly and efficiently, with keen attention to detail, in a fast-paced environment is vital
• Must have proficiency in MS Office
• Above average/excellent mathematical and reasoning skills are necessary
• Experience in the field of smelting technology desired
• Knowledge of SAP or a similar ERP system preferred

Curious? Apply now!

We look forward to receiving your documents by reference code 58245 via our online application portal - even if you don't meet all the requirements, but have good reasons why you are still the right fit for this role!

Any further questions?

Our Recruiting Team, Heraeus Precious Metals, is happy to assist you by email: [[cust_RecTeam]]. Or visit us at jobs.heraeus.com.