Customer Service Coordinator

3 days ago


League City, Texas, United States Ineos Group Ltd Full time
Job Description:

The Customer Service Representative plays a vital role in supporting the sales team at INEOS Oxide. This individual is responsible for managing order-related transactions from receipt to delivery and invoicing, while also developing strong marketing relationships with internal and external customers.

The successful candidate should have knowledge of customer service policies, business strategies, financial awareness, inventory availability, and product/service quality. They must work cohesively with other departments, communicate effectively, and troubleshoot problems efficiently.

Main Responsibilities:

  • Order receipt and handling: receive orders from customers via phone, fax, or 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
  • Serve as liaison 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 penalties are avoided
  • Initial new customer setup with the INEOS Oxide organization
  • Create and maintain Master Orders 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 forwarders, tank companies, steamships, agents, 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 assurance accuracy and customer satisfaction
  • Responsible for resolving customer complaints
  • Perform research to settle weight, price, and freight discrepancies and resolve customers' 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 to be more productive and efficient
  • Attend customer service staff meetings for updates on production and inventories that may affect Customer Service processes
  • Accompany Sellers to major customers, distributors, and outplants to improve customer/supplier relationships
  • Responsible for ensuring personal goals and objectives support Business goals and objectives
  • Monitor and trace railcar activity
  • Create and maintain files on each customer account
  • Work with Supply Chain on product availability
  • Work with Logistics on freight procurement
  • Work with freight forwarders on Export/Import shipments
  • Participate in on-call programs


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