Customer Service Improvement Specialist

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.  

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place. 

About you and this role

We are looking for a Customer Service Improvement Specialist to join our team in Terneuzen, The Netherlands.

As Customer Service Improvement Specialist, you support business growth by identifying and implementing Customer Experience Projects,  New Tools, best practices that could increase team productivity,  efficiency and cost reduction. This role uses conceptual, technical and analytical knowledge to complete a range of assignments and tasks, with need of limited guidance and direction.

This role will focus in Customer Service Operation for Coatings & Performance Monomers Business and have a close collaboration with other functions to increase End to End (E2E) productivity and to achieve Business Strategy/Goals.

Responsibilities

• Maintains a thorough knowledge of Company/Business processes and tools.
• Serve as next level support and escalate operational/technical issues.
• Identify opportunity areas within the team and drive action plan. These opportunities can be associated but not limited to improve operation discipline, team productivity, process knowledge/tools, costs impact, KPI/Goals associated to Business Priorities, others.
• Collaborate Closely with Focal Points/Super Users, Subject Matter Expert (SME), Learning and Support, Coach forum, Business Leadership to achieve Business Excellence.
• Support Customer Service Leadership team to Improve Team Performance.

Critical success factors:

• Strong work process/system knowledge and change mindset
• Project Management, leadership and priorities focus.
• Analytical/Critical Thinking driven by Data, Digital and Technical methodologies.
• Goal/KPI Oriented
• Ability to solve in an agile and simplified/innovative manner medium & complex problems with limited guidance.
• Interpersonal, Communication and listening Skills to align Customer and Employee expectations with our Company Strategy.

Qualifications

• You have minimum a bachelor’s Degree.
• 3 years’ of relevant experience preferred.
• Super Users-Coaching experience.

Preferred Skills

• Continuous Improvement (CI) Training and a successful project implementation is a Plus.

Benefits – What Dow offers you 

We invest in you. 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career.  You bring your background, talent and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.  

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental and emotional well-being, to help you get the care you need...when you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning and educational resources to help you achieve your long term financial-goals. 
• Become a Dow shareholder through various employee stock programs.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Global Paid Time Off (PTO) policies:
  • Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).  
  • ​Paid time off to care for family members who are sick or injured.  
  • Paid time off to support volunteering and Employee Resource Group’s (ERG) participation. 

Join our team, we can make a difference together. 

About Dow

Dow (NYSE: DOW) is one of the world’s leading materials science companies, serving customers in high-growth markets such as packaging, in