Customer Service Representative

2 months ago

Houston, United States Nouryon Full time

At Nouryon, our global team of Changemakers takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society's needs - today and in the future.

We are looking for team members who bring ideas forward, champion others and work together to do better. Does that sound like you?

About the job:

Nouryon has an outstanding opportunity for a Customer Service Representative in Houston, Texas.

In your future role as a Customer Service Representative, you will:

  • Execute the order entry process and manage the order fulfillment process while interfacing with internal/external customers for a given business line with a high degree of complexity, in compliance with law, regulations and Nouryon procedures
  • Maintain a thorough knowledge of the businesses' products, applications, and service offerings
  • Maintain service levels by making independent customer-facing decisions, using the unique knowledge of the differing businesses, products, applications, and service offerings
  • Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions with a significant level of autonomy
  • Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence
  • Differentiate between customer requirements and Nouryon capabilities - choose best/cost-effective solution, unique to each business/situation with limited oversight
  • Support commercial strategies with Nouryon customers
  • Ensure established processes and best practices are utilized and effective process controls are in place, ensuring adherence to processes and service levels is maintained
  • Adhere to and execute new instructions and/or pivot on dynamic organizational priorities with flexibility and adaptability
  • Deliver on key operational KPIs such as order confirmation time, first time right, # touches per order
  • Proactively and independently interface with cross-functional teams such as Business Lines, Sales Teams, Logistics, Planning, Controlling and Production
  • Enter orders in SAP following standard procedures.
  • Proactively acknowledge and confirm order status with Customer's in line with cycle time KPI's
  • Perform order processing checks and coordinate internally to resolve issues
  • Consistently provide tactful, professional communication, both internally and externally, verbally and in writing
  • Coordinate internally to manage delivery issues effectively and proactively through resolution
  • Investigate and resolve any OTC related complaints in coordination with other functions
  • Provide prompt and professional responses to all Customer inquiries
  • Create, release, and send invoices and other associated documentation to Customers.
  • Receive customer complaints, enter complaints in CRM and assign appropriate investigator
  • Ensure correct execution of return orders
  • Issue credit/debit notes with high attention to detail and accuracy when necessary
  • Regularly perform and prepare for month-end closure checks to ensure all orders are invoiced
  • Coordinate customer requests, provide routine/OTC related documents to customers (e.g. CoA, MSDS)
We believe you bring:
  • Working knowledge and history of working with SAP
  • Strong Microsoft office skills (Excel, PowerPoint, Visio, etc.) and other forms of technology related to his/her job; keeps up to date on technological changes; adapts work approach to keep pace with innovations in technology
  • Demonstrated ability to troubleshoot and quickly develop solutions
  • Self-directed and able to work with minimal supervision
  • Outstanding communication skills and ability to communicate with various levels and functions within the organization, including global team members
  • Bachelor's degree preferred or equivalent work experience, preferably order management experience in a manufacturing environment
  • Must understand how production runs, cycle times and capacity impact the management of orders
  • Has B2B Customer Service experience or been exposed to similar function
  • Working knowledge of MS Office
  • Preferably experienced with CRM
  • Strong customer focus and experience in implementing differentiated business rules
  • Analytical and problem-solving skills are required
  • Knowledge of SAP Sales & Distribution and Materials Managements Modules required
Good to know:
  • This is a permanent onsite position on a full-time basis, reporting to the Customer Service Supervisor and based in Houston, TX.
  • Please apply via our online recruitment system. We will not accept applications via e-mail. Once it's with us we will review to see if we have a match between your skills and the role For more information about our hiring process, visit: nouryon.com/careers/how-we-hire/


We look forward to receiving your application

We kindly ask our internal candidates to apply with your Nouryon email via Success Factors.

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