Job Title:

Customer Service Representative

Summary:

In this role, you will be the primary contact for customer support-related activities. You will provide best-in-class or excellent customer service for external customers and business partners (distribution) by leveraging excellent, in-depth business knowledge, product knowledge, and the Order-to-Cash process. You will closely collaborate with various departments, such as SIOP, Logistics, and Quality, though this is not an exhaustive list.

You will function as an extension of the business (Commercial) and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction.

Please note that this role requires on-site presence five days per week, Monday through Friday.

Responsibilities Include:

• Serve as the prime contact for order-related activities for Momentive.

• Build and maintain business relationships with Customers through multiple communication channels;

• Work with associates within his/her department and across the organization to achieve optimal customer satisfaction;

• Input new order requests and manage modifications and cancellations for both manual and electronic order communications;

• Coordinate with plants to support on-time order shipment and manage order issues to ensure they are clear for shipment.

• Facilitate new business approvals and set up and maintain accurate customer address, contact information, and customer-specific requirements;

• Ensure appropriate delegation of authority is documented and followed, and perform all duties in compliance with company policies and procedures.

• Facilitate actions between multiple departments to meet customer-specific needs;

• Inform sales representatives of current customer activity and order statuses as appropriate.

• Work in partnership with the credit department and plants to ensure orders are invoiced and processed promptly;

• Communicate proactively with customers on requirements, order statuses, forecast, open complaints, etc., to ensure customer satisfaction;

• Cross-train and provide backup for other customer service team associates as required.

• Participate in both internal and external order management audits.

• Other duties as assigned

Qualifications:

The following are required for the role

• Customer-focused mindset, with some experience in customer service and a desire to build strong relationships across diverse internal and external stakeholders combined with a technical or business education background.

• Familiarity with SAP (SD module) or a strong interest in learning enterprise systems

• Strong interpersonal skills and the ability to adapt in dynamic, multicultural environments.

• Organized and adaptable, able to manage multiple tasks and prioritize based on customer and business needs. Maintains composure and professionalism under pressure.

• Proactive problem-solver with a desire to take ownership and contribute to positive customer outcomes.

• Team-oriented and leads by example through a strong work ethic and commitment to continuous learning; open to mentoring and being mentored.

• Effective communicator, both written and verbal, with an interest in developing customer relationship skills.

The following are preferred for the role

• Experience in chemical industry

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What We Offer:

Base Pay Range: $44,300 - $64,900

The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable.