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