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Contracts Administrator & Customer Service

Location: 

Lisbon, 11, PT

Req ID:  25035
Date:  May 4, 2021

ASR Group is the world’s largest refiner and marketer of cane sugar, with an annual production capacity of more than 6 million tons of sugar. The company produces a full line of grocery, industrial, food service and specialty sweetener products. Across North America, ASR Group owns and operates six sugar refineries, located in Louisiana, New York, California, Maryland, Canada and Mexico. In the European Union, the company owns and operates sugar refineries in England, Portugal and Italy.  ASR Group also owns and operates mills in Mexico and Belize.  The company’s brand portfolio includes the leading brands Domino®, C&H®, Redpath®, Tate & Lyle®, Lyle’s® and Sidul®.

POSITION SCOPE

 

1. Contract manage and customer templates;

2. Validates all customer data and debits.

3. Be the first point of contact for customers and Sales Managers to resolve problems and maintain an ongoing professional relationship with both parties;

4. Support of Supply Chain colleagues and making us supplier of choice for customers from providing customer solutions;

5. Provides a timely and robust information service to routine questions/ queries from customers to include logging and reporting of performance;

6. Control stock in Spanish Warehouses

7. Data analysis, queries and Continuous Improvement

 

POSITION STRATEGIC OBJECTIVES AND KEY DELIVERABLES

 

1. Co-ordination of contracts between Sales and Raw Sugar Teams;

2. Co-ordination of creating Customer records in SAP;

3. Provides basic information to customer needs, questions / queries and provides pragmatic solutions

4. Educates customers on rules of supply such as lead times, MOQs, product information, delivery dates, etc

5. Communicates constraints and revised delivery dates in the event of supply failures;

4. Takes action to meet customer needs and concerns with integrity and honesty;

5. Robust information service to external and internal customers;

6. Create database about customers, which can be used from the Supply Chain;

7. Development of Customer Relationships to make us supplier of choice;

8. Support Supply Chain Areas;

9. Look for Continuous Improvement to get process improvement and possible savings for company.

 

DETAILED ROLES & RESPONSIBILITIES

 

Co-ordination of contracts between Sales and Raw Sugar Teams. Gaining approval where required;

Creating Customer records in SAP;

Ensure all Customer information is checked, communicated (including to the logistics service provider) and processed correctly;

Enter line item information (materials, quantities);

Price each line item and check Contribution to Overheads;

Create and maintain pricing entries in the background of SAP;

Process a test order to ensure all information is transferred from contract accurately;

Create contract confirmation output and send to Sales for agreement;

Create and maintain templates for ship to locations requiring special pricing;

Develop strong relationships with Sales and Customer Services to prevent contract/pricing problems;

Maintain and issue weekly contract balance reports to ensure agreed volumes are not exceeded;

Ensure all contracts are closed once they have been completed;

Create and maintain rebate agreements;

Validates all customer debits (both pricing and rebates);

Create and coordinate all Samples process;

Support of Customer Service colleagues;

Effectively manage of incoming service requests in line with an agreed Customer Service Policy via email, phone, EDI, Omprompt and in person (including copackers);

Support the creation of relevant KPI’s and ensuring the cost effectiveness of customer service order capture;

Establish a strong communicate with internal and external customers, order management area, Finance and colleagues from other parts of the business on a daily basis in person, via phone and email to ensure customers’ expectations are met;

Educate customers and order management team on rules of supply such as lead times, MOQs, product information, delivery dates, etc.;

Education of sales colleagues;

Identify opportunities and solutions to improve Supply Chain performance to deliver better OTIF targets;

Analyze data and responding to customer questions in a timely manner, with urgency;

Provide pro –active support in ensuring customer deadlines/expectations are met;

Own the short loading communication to the customers;

Update orders if required by the customer or the business;

Route new customer requests to the appropriate sales representative;

Analyze stock in Spanish warehouses and provide Stock Transfer Orders to guarantee target-stock;

Additional responsibilities to support other activities;

Support Supply Chain managers with reports, data analysis and queries.

 

ESSENTIAL CAPABILITIES (KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL ATTRIBUTES)

 

High level of proactivity

Ability to work within deadlines / under pressure leadership ability

Highly numerate and analytical / detailed approach

English and Spanish- proficient level

Good communication skills

High level of computer literacy (particularly Excel)

Effective proactive task management and team player

 

ESSENTIAL WORK EXPERIENCES

 

High level of computer literacy (particularly Excel)

SAP (as user), preferential but not mandatory

Experience in an environment that requires high levels of accuracy and flexibility

Able to work with tight deadlines and under pressure

 

ESSENTIAL EDUCATION REQUIREMENTS

 

A Bachelor degree in related fields.

 

For more than 100 years, our employees have taken pride in “Making Life a Little Sweeter” by providing our customers and consumers with quality service and sugar products. Our commitment to that principle drives us in all that we do and encourages us to uphold our company’s high ethical standards of business conduct to ensure our continued success.