Company:

INEOS Oxide

Interested in joining a winning team? A team whose employees share in the ownership of the business and are empowered to make a difference?

Organizational context
and job purpose

INEOS Organization:

INEOS is a global manufacturer of petrochemicals, specialty chemicals and oil products. It comprises 15 businesses each with a major chemical company heritage. Its production network spans 65 manufacturing facilities in 16 countries throughout the world. INEOS products make a significant contribution to saving life, improving health and enhancing standards of living for people around the world. Its businesses produce the raw materials that are essential in the manufacture of a wide variety of goods: from paints to plastics, textiles to technology, and medicines to mobile phones - chemicals manufactured by INEOS enhance almost every aspect of modern life.

Business Context:

INEOS Oxide is one of the most diverse, dynamic and successful businesses within INEOS. We operate 5 manufacturing sites in Europe and North America (Antwerp BE, Köln DE, Lavéra FR, Plaquemine US, Bayport, US). We produce a broad range of 200+ products which spread across five key value chains (Ethylene Oxide, Propylene Oxide, Oxoalcohols, Acetic Acid, and ENB), and on many of our products we are the European market leader. Our total manufacturing capacity is above 3 million tonnes per annum generating an annual EBITDA of ~300 M€. INEOS Oxide is an energetic business which is growing actively on a global level, with projects to extend our production base to new sites in North America and Asia in addition to continued investment on our existing platforms. We are committed to resourcing the Procurement team accordingly to deliver on this ambitious growth agenda.

Purpose of the Job:
 

The Customer Service Representative functions as support for the sales team for INEOS Oxide.  The individual is responsible for order related transactions from receipt of the order through delivery and invoicing, as well as developing and maintaining a strong marketing relationship with the business and external customers.  The successful candidate has knowledge of Customer Service policies, business strategies, financial awareness, inventory availability, and product and service quality.
 

Internal Factors: 

• Work cohesively with other INEOS departments, effectively communicating pertinent information.

External Factors:

• Vendors and Customers: Effectively communicate and troubleshoot any problems or issues timely and efficiently.
• Third Parties: As assigned
   

Responsibilities and Accountabilities

Accountabilities:

Supply Chain

• Order receipt and handling; receive orders from customers by phone, fax, and email for domestic, export, and import shipments handling Ethanolamines (EOA), ENB/VNB, PEG, MPEG, Butyl Acetate, Iso Butyl Acetate, TEG, Chlor, and Glycol Ethers EB
• Order Types include export, import, direct, distributor, consignment, swaps, toll, and transfer orders
• Serve as liason between Marketing, Sales, Pricing Coordinator, Quality Assurance, Production, Supply Chain, and Logistics
• Ensure all material movements are made with correct documentation and declarations, particularly on hazardous cargo; ensure legal requirements are met & delays and/or penalities are avoided
• Initial new customer set up with the INEOS Oxide organization
• Create and maintain Master Order for each customer delivery location
• Process sales orders
• Secure transportation equipment for customer sales orders through third party logistics
• Coordinate import/export orders with freight forwarder, tank company, steamship, agent, and customs brokers
• Inventory replenishment to contract terminals
• Coordinate order activity with other internal/external departments to ensure on time delivery
• Continuous follow up with order process assuring accuracy and customer satisfaction
• Responsible for resolving customer complaints
• Perform research to settle weight, price, and freight discrepancies and resolving cusomters’ claims or disputes
• Manage consignment inventory services to selected customers; manage customers’ onsite inventory and replenishment as required by customers’ production plans.
• Maintain Quality Assurance by use of Corrective Action Management Process; monitor failures and develop processes to prevent failures
• Improve external customer/internal supplier relationships and communications
• Improve Customer Service processes in order to be more productive and efficient
• Attend customer service staff meetings for updates on production and inventories that may have an af