Nouryon has an outstanding opportunity for a Customer Service Representative in Houston, Texas.
Key Responsibilities
- Fulfill the “Order To Cash” (OTC) cycle for all assigned orders and ensure processing and monitoring in accordance with agreed terms in order to optimally serve customer needs and be in compliance with law, regulations and Nouryon procedures
- Provide a high customer service level by building / maintaining customer relationships (internal / external)
- Ensure established processes and best practices are utilized and effective process controls are in place, ensuring adherence to processes and service levels is maintained
- Support and contribute in delivery of key operational KPIs such as order confirmation time, first time right, # touches per order
- Support and contribute interfacing and interacting with specific Business and/or Business Lines, Sales team, and functions as Logistics, Planning, Controlling and Production
Key Activities
- Verify master data; communicate changes to Sales Admin, as needed
- Verify conditions and terms are correct; communicate misalignments to Sales Admin
- Ensure correct execution of sample orders
- Enter orders in SAP, follow standard procedure for order execution and pre-confirm to the customer
- Perform order processing checks (automated through workflow) and escalate to relevant functions to resolve issues (e.g. credit block, missing price)
- Provide order confirmation to customer
- Follow up on any order changes and coordinate internally and with the customer
- Resolve any OTC related complaints in coordination with other functions
- Respond to customers on order status inquiries through coordination logistics hub
- Create delivery from sales order (largely automated)
- Create, send, archive invoices and associated documentation to customer (automated)
- Receive customer complaints, enter complaints in CRM and assign appropriate investigator
- Ensure correct execution of return orders
- Issue credit/debit notes 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)
Experiences
- 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
Requirements for Job:
- Bachelor’s degree preferred or equivalent work experience
- Has been exposed to similar function
- Preferably experienced with CRM
- Strong customer focus and experience in implementing differentiated business rules
- Requires strong MS office skills.
- Analytical and problem-solving skills are required
- Knowledge of SAP Sales & Distribution and Materials Managements Modules required
