Senior Customer Service Representative - Films

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