Job Description

Evonik goes beyond the boundaries of chemistry with its combination of innovative strength and leading technological expertise. The global chemical company, headquartered in Essen, Germany, is active in more than 100 countries and generated sales of EUR15.2 billion and earnings (adjusted EBITDA) of EUR2.1 billion in 2024.
The common motivation of the approximately 32,000 employees: to provide customers with a decisive competitive advantage with tailor-made products and solutions as a superforce for industry, thereby improving people's lives. In all markets. Every day.
Purpose:
The principal accountabilities of the Customer Service Representative (=CSR) ensures a qualified and timely execution on the internal and external administrative processes, covering the pre-order, order and post order requirements including, but not limited to, customer service and support, order management and processing, pricing control, customer delivery and inventory management within the ERP system as well as non ERP requirements, eg forecasting, and stock management.
Key Responsibilities:
Overview:
o Cover full spectrum of pre-order, order and post order services required from product planning to delivery of the product to customers and collection of outstanding dues.
o Perform complete orders to cash process for Evonik customers in MEA region.
o Demonstrate a clear understanding of order-to-cash business processes and support the CS Supervisor to make critical decisions that support both strategic plans and tactical objectives for customer service team.
o Manage relationships and services with key internal / external customers for order and returns processing.
o Implement processes, establish and monitor key performance indicators that foster swift and efficient completion of the full pre-to-post order stages in MEA region.
Customer Service/Operational:
Pre-Order

• Systems readiness

o Ensure extension in SAP on material codes, plant codes and customers

• Forecast and Planning

o Compile Stock on hand (SOH) report and monitor stock levels in country
o Forecasting and planning with sales, supply and sourcing partners to have a continuous flow of stock in country
o Maintain SOH report posts any sales.

• Importation documentation process

o Establishing regulatory requirements for importation and actioning any required processes to ensure regulatory compliance.
o Coordinate the preparation of shipping documentation for the customers: Liaising with plant to receive shipping documents which meet customers' clearance and import requirements for specific countries.
o Liaison with customs clearance agency and logistics department for stock importation and clearance
o Dispatching shipping documents to customer
o Answering customer queries by coordination with sales and the plant.
Inventory management
o Receipting of incoming stock into initial warehouse on SAP
o Transfer and distribution of stock between warehouses to ensure adequate stock service customers
o Receipting stock, managing warehouse transfers on SAP
o Maintaining First in, first out (FIFO) processes with warehouse
Customer Credit status
o Managing customer credit with finance and business lines, pending Coface status, and where required, ensuring extension of credit after internal consultation

• Trade Compliance/Foreign Trade

o Manage the Customer Profile(s)/End Use Certificate/Trade Restriction Covenant.
Customer Queries
o Receive and manage specific customer queries with the relevant unit
Order process (ex-stock & indent)
o Receiving customer purchase orders, sending order acknowledgement
o Creation of sales orders in SAP
o Creating internal VPO and communication to plant
o Follow up with plant for order confirmation, shipping schedule and update the same to the customer
o Obtain necessary approval of draft shipping documents from customer.
o Clarification of all questions related to processing orders, handling changes in orders and independently carrying out all the necessary phone calls and correspondence.
o Checking contract documents and customer orders (product, specification, price, payment and delivery conditions, delivery date, and packaging) using the required processes, eg. CUPSET, Bl-specific processes.
o Where required: Management, review and amendment of LC and or bank contracts with customers and bank
o Updating monthly order file
o Sending delivery notes to warehouse to ensure on time full (OTIF) deliveries to customers
o Maintain communication and/or customer complaints wrt to deliveries and resolve with warehouse/transporters Invoicing customers
Post Order

• General

o Credit/Debit note management and issuance
o Internal management with sourcing plants, business lines, logistics and external management with third party warehouse and transporters
Inventory Management

• Stock counts

o Closing monthly transaction prior to stock count
o Reconciliation of stock/inventory on Evonik SAP system vs physical SOH
o Investigation into discrepancies on stock take and resolution of discrepancies
o Management and balancing batch numbers with physical inventory
o Sign-off on all stock counts
o Maintaining internal SOH charts post stock count
Damaged stock
o Lead process of write off (NCR), of damaged stock with logistics and warehouse
o Alignment of BL on write off, of product
o Facilitate write off with logistics
o Developing cases to warehouses and securing alignment on invoicing
o Invoicing warehouse for damaged goods
o Alignment with finance on written off stock to maintain inventory balance

• Expired Stock

o Facilitate shelf-life extension with CS/sourcing site via document trail or product extension testing
o Ensure extended shelf-life communicated and captured with all internal (logistics/finance) and external (warehouse partners)

• Dunning process

o Support to BL, in following up with reminders to customers in the event of overdue receivables
Other

• ERP System management

o Optimize SAP processes in MEA
o Updating customer-related and material-related master data in SAP (conditions, product/quality data (specification and message determination), packaging data, consignees, shippers, representatives, etc.)
o Management of complaint system
o Internal Stakeholder management: Interact with colleagues from Headquarters, Sales & Marketing, and Accounts Receivables, Credit & Legal teams to follow up on credit and logistics matters.
Requirements:
o At least 5 years of work experience in customer service / order processing.
o Prior SAP experience in order-processing is a must.
o Being friendly and understanding for customer needs and behaviors with attention to detail
o Sound knowledge in logistics and shipping & familiar with export documentation e.g. Letter of Credit, Bill of Lading, Airway Bill, Export Letter of Credit orders, preparation of banking documents
o Able to utilize Trade Services online banking system etc.
o Experience in processing SSA import shipments is preferred.
o Good team player, able to work independently and take initiative to resolve issues.
o Willing to learn many new tasks and develop minimum technical knowledge of the product line.
o Meticulous, organized and possesses positive attitude.
o Good communication and interpersonal skills. Fluency in spoken and written English and Afrikaans.
o Basic knowledge of Financing, Credit Management and Global Trade Services will be advantageous.
CLOSING DATE: 5th of December 2025
(If you have not had a response from us by 16th of January 2026, please consider your application unsuccessful.)

Skills Required