Sr. Customer Service Advisor

5 months ago

Magnolia, United States Indorama Ventures Full time
Job Description:

Indorama Ventures- Indovinya is looking for a Senior Customer Service Advisor to join our team in The Woodlands, TX. The Senior Customer Service Advisor is responsible for delivering exceptional service and support to both internal and external customers. This role involves managing orders and relationships for assigned accounts and serving as a subject matter expert on systems, policies, and products. Additionally, the advisor provides training and handles issue escalation for team members. A Senior Customer Service Advisor should possess strong communication, organizational, and analytical skills, along with the ability to manage complex and urgent issues, collaborate with cross-functional teams, and mentor other customer service advisors.

What will be expected from you?

Effectively manages a heavy workload of complex accounts with the upmost professionalism and a high degree of accuracy. Effectively manages operational issues and resolves customer complaints timely with appropriate level of communications to the impacted parties.
  • Builds sustainable relationships, and trust with customer accounts through open and interactive communication.
  • Delivers excellent customer service by being reliable, responsive, empathic & competent.
  • Identify opportunities to optimize cost savings in the Order to Cash process.
  • Enter and coordinate nonconformance customer complaints to provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  • Manage and optimize all processes under your responsibility taking into consideration Quality, Legality and Food Safety (if applicable) and client needs on Indorama's family of products and services.
  • Proactively communicate with planning, logistics, manufacturing, credit, and sales to ensure smooth delivery of orders while anticipating any issues or potential delays.
Key responsibility areas for the Sr CSA are Order/Issue Management, Relationship Management, and Process/Team Support.

Order/Issue Management
  • Effectively and efficiently manages workload to ensure order counts, calls, and email volumes are addressed within service levels.
  • Manages open orders by adhering to established internal processes & procedures to ensure consistency within the department.
  • Establishes and maintains effective communication with customers, responding to inquiries on orders, products and assisting with general information.
  • Expert in system requirements, policies, and procedures as outlined in our quality and business management guidelines.
  • Assist Supply Chain in material redirects and/or movement of old or slow-moving inventories.
  • Resolve complex customer issues in a professional and timely manner.
  • Support Internal and Customer Audit requests as assigned.
  • Management of specialty accounts as assigned.
Relationship Management
  • Partners with sales team and shares information to effectively manage the customer experience and identify growth opportunities.
  • Support coworkers in best practices and teamwork toward achieving an exceptional customer experience.
  • Portrays a positive and professional image of the company and self with interacting with customers and colleagues.
  • Partners with manufacturing, logistics, credit, supply chain, technical, commercial, and pricing to ensure orders are processed timely and meet customer requirements and manufacturing capabilities in the respective areas.
  • Work on Special Projects as assigned.
Process/Team Support
  • Demonstrates proficiency in multi-tasking, resolving complex issues, to manage teammate escalations.
  • Primary lead to assigned support team to assist in daily workload, manage escalations, and provide back up support during planned and unplanned staff shortages.
  • Responsible for oversight of workload balancing in assigned coverage areas.
  • Responsible for one or more key process areas (Returns, Complaints, Ship-to requests, document retention, etc.)
  • Additional tasks and projects as assigned by Team Lead and/or Customer Service Manager.
  • Participate on "Go Team" for Business Continuity/Disaster Recovery.
  • Provides after-hours escalation support to CSA II on a rotational basis.
  • Subject Matter Expert on systems and processes within Customer Service.
  • Provides UAT as requested for system upgrade and process changes.
What are we looking for in the ideal candidate?
  • Bachelor's degree in business or related field.
  • Maybe substituted with Associate's Degree with 4+ years of related experience.
  • High School Diploma with 6+ years related experience.
  • 3-5 years or relevant work experience.
  • English, Spanish a plus.
  • Proficient in Microsoft Excel, Microsoft Word, and Outlook.
  • Demonstrated SAP experience - Preferably in Order to Cash/Sales and Distribution.
  • Ability to perform effectively in a self-directed team and other departments; obtaining assistance when needed.
  • Maintains a positive "can do" outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
  • Ability to resolve difficult and complex issues and to work with cross-functional departments.
  • Able to maintain high volumes of requests with quick and accurate turnaround time.
  • Effective interpersonal and communication skills - verbal and written.
  • Ability to organize, prioritize, and perform multiple tasks with minimal supervision.
  • Strong analytical, problem solving, and decision-making skills.
  • Demonstrate sense of urgency, flexibility, and adaptability.
  • Able to support On Call escalation approximately 1 week per month.


What can we offer you?

Indorama Ventures- Indovinya is a leading chemical intermediates and surfactants producer with a diverse range of products in growth markets such as home & personal care, agrochemicals, oilfield technologies, fuel & lube additives and more. The successful candidate will receive a competitive compensation and will be eligible to participate in a comprehensive benefits package which includes: medical, vision and dental, basic life insurance, AD&D insurance, and 401k. Here, you can make an impact and make a difference. Come join us

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