Sr. Customer Service Representative

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:

The Senior Customer Service Representative manages complex order fulfillment activities while serving as a key customer contact for a designated business line. This role requires independent decision-making, strong cross-functional collaboration, and deep product and process knowledge to deliver exceptional customer service, support commercial strategies, and meet operational performance targets.

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

• Execute the order entry and order fulfilment processes for a given business line with a high degree of complexity, interfacing with internal and external customers in compliance with laws, regulations, and Nouryon procedures
• Maintain a thorough understanding of business products, applications, and service offerings
• Independently make customer-facing decisions to maintain service levels, applying in-depth knowledge of business-specific products, applications, and services
• Coordinate activities for assigned customer accounts, proactively address issues, and implement solutions with significant autonomy
• Strengthen customer intimacy by building strong relationships, understanding customer needs, and gathering market intelligence
• Differentiate between customer requirements and Nouryon capabilities to determine the most effective and cost-efficient solutions with limited oversight
• Support and contribute to commercial strategies with Nouryon customers
• Ensure established processes and best practices are followed, with effective process controls in place to maintain service levels
• Adapt quickly to new instructions and shifting organizational priorities with flexibility and resilience
• Deliver on key operational KPIs, including order confirmation time, first-time-right performance, and number of touches per order
• Proactively collaborate with cross-functional teams such as Business Lines, Sales, Logistics, Planning, Controlling, and Production
• Support the onboarding of new Customer Service Representatives through training and knowledge transfer
• Perform month-end closing activities as a backup for the Customer Service Supervisor when required
• Act as a subject matter expert in cross-functional project teams, contributing insights on current processes and future-state improvements
• Drive the Client Account Team concept by servicing Key Accounts at an expert level
• Participate in testing system changes as a Customer Service SME

We believe you bring:

• Working knowledge and hands-on experience with SAP
• Strong proficiency in Microsoft Office tools (Excel, PowerPoint, Visio, and related applications), with the ability to adapt to new technologies and keep pace with ongoing digital innovation
• Proven problem-solving skills, with the ability to troubleshoot issues and quickly develop effective solutions
• A self-directed, proactive working style and the ability to perform effectively with minimal supervision
• Excellent communication skills, with the ability to collaborate and communicate clearly across functions, seniority levels, and global teams
• A bachelor’s degree or equivalent relevant work experience, preferably within order management in a manufacturing environment
• Understanding of how production processes, cycle times, and capacity planning impact order management and customer fulfillment
• Experience in B2B Customer Service or exposure to a similar customer-facing function
• Solid working knowledge of Microsoft Office applications
• Experience with CRM systems is preferred

Good to know:

• This is a full-time onsite position in Houston, TX and will report directly to the Customer Service Supervisor.
   

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.  
  

About Nouryon:

We’re looking for tomorrow’s Changemakers, today. 

If you’re looking for your next career move, apply today and join Nouryon’s worldwide team of Changemakers in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment. 

Visit our website and follow us on LinkedIn.  

#WeAreNouryon #Changemakers 

Nouryon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law.

We have already chosen our sourcing channels for this recruitment and kindly ask not to be contacted by any advertisement agents, recruitment agencies or staffing companies.