Customer Care Specialist - Specialty Chemicals

Full-time, Polymer Chemistry_Americas

Illinois, United States Apply Now Apply until: further notice

Responsibility

About Nouryon
Industries worldwide rely on our essential chemistry in the manufacture of everyday products such as paper, plastics, building materials, and personal care items. Building on the dedication of our employees and our shared commitment to safety, sustainability, and open innovation, we have established a world-class business and built strong partnerships with our customers. We operate in over 80 countries around the world and our portfolio of industry leading brands includes Eka, Dissolvine, Trigonox, and Berol.

Nouryon Polymer Chemistry
Our Polymer Chemistry Business Unit is one of the world’s leading producers of organic peroxides, metal alkyls, organometallic specialties and polymer additives for the thermoplastic, composite and rubber industries.

Polymer Chemistry is a leading business of Nouryon, active in the polymer industry. It supplies organic peroxides and processing aids to the whole polymer chain from polymer producers to compounders, processors, and even to polymer recyclers. Its activity is split into several segments:
Initiators and co-catalysts for polymer production
Chemical intermediates for non-polymer applications (e.g. Pharmaceutical grades)
Cross-linking agents and additives for the rubber industry and additives for polyolefins
Curing agents, processing aids and auxiliaries for the composite market;

We are seeing a Customer Care Specialist in our downtown Chicago (west loop office).

Reports to: Customer Care Supervisor

Principal Accountabilities
• Execute sales agreement by liaising with customers
• Negotiate product availability proposals (Backorders) with customers; escalate to allocation manager if needed; agree upon delivery dates, transport and packaging matters with customers; and update the orders accordingly

Key Objectives
Communicate with the customer on any change to the order as well as sales agreement related matters
Escalates to Account Managers when appropriate 
Follow-up on forwarding agent (BDP Smart) alerts and inform the customer accordingly and make necessary changes in the sales order
Follow-up on deviations in delivery dates and inform customers accordingly. Find the best alternatives for customers and escalate to correct parties if necessary.
Execute consignment agreements and reconcile; check and communicate with customers about consignment usage. Release and communicate about related billing docs. 
Monitors sales agreement fulfilment using the available tools, i.e. pro-actively monitor order pattern behavior 
Follow up on credit control issues and overdues, assist in resolving overdue issues with customers  
Training customer in using customer portal
Issue debit/credit notes (including follow up on rebate settlement) after necessary approvals  
Issue return orders (product and empty packaging) and coordinate with customer, transport and sites according to procedures  
Own/Confirm/review master data with customer; e.g. opening hours, payment conditions and partner details; as well as instruct MasterData management on creation and changes in customer master data via central portal  
Update customer contact details in CRM  
Create and assign customer complaint cases in CRM. Assume responsibility to Review and Close a complaint case with the Account Mgr. being accountable. This can include customer communication 
Assist customers in import/export shipment clearance if applicable 
Maintain and manage export license (only Americas – international customers only)

Vacancy data
Closing date
further notice
Vacancy number
180005XP
Organization
Continent
North America
Country
United States
State/Region/Province
Illinois
Site
Chicago
Business unit
Polymer Chemistry_Americas
Job characteristics
Job family
Sales_Cust_Serv
Hierarchy level
Professional/Experienced/Specialist
Full time/part time
Full-time
Contract type
Permanent

Job Requirements

• Bachelor's Degree required, Business Administration, Chemical Engineering or Chemistry degree preferred. (Recent grads welcome to apply).
• Strong oral and written communications skills, customer focused, result oriented, an effective team player, information synthesis and efficient problem solving required.
• 0-3 years customer service/sales experience 
• Knowledge of SAP, preferably in Sales and Distribution and Import/Export and customs knowledge are plus.

Employment at Nouryon is contingent upon the successful completion of both a pre-employment background check and a drug screening. In some case, pre-employment physicals may also be required.

All candidates hired must be able to provide proper documentation of their eligibility to work in the US.

Nouryon is an E-Verify Employer.

Nouryon is an Equal Opportunity Employer – Minorities / Females / Disabled / Veterans (M/F/D/V)


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About Nouryon

We are a global specialty chemicals leader. Industries worldwide rely on our essential chemistry in the manufacture of everyday products such as paper, plastics, building materials, food, pharmaceuticals, and personal care items. Building on our nearly 400-year history, the dedication of our 10,000 employees, and our shared commitment to business growth, strong financial performance, safety, sustainability, and innovation, we have established a world-class business and built strong partnerships with our customers. We operate in over 80 countries around the world and our portfolio of industry-leading brands includes Eka, Dissolvine, Trigonox, and Berol.

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