Senior Customer Service Specialist

Job Description

About you and this role

 

Dow is a dynamic and innovative Science and Materials Company committed to delivering exceptional service to our customers while driving profitability. As a Customer Service Specialist, you will play a crucial role as the interface between our valued customers and our business value chain partners.

Join us in contributing to the success of Dow by providing solutions to customers, managing operational needs, and collaborating closely with various functional partners.

Your job will be responsible of entering customer orders in an end-to-end work processes and systems. You will be responsible of maintaining Foundational customers thorough knowledge of the businesses' products, applications, and service offerings. You will manage the operational needs and collaborate closely with functional partners (Commercial Team, Quality Team, Supply chain and Customer Service etc.) to meet process and functional objectives.

You are a self-motivated person with ability to use initiative and thrive on responsibility. And also, capable to work effectively in small teams and a be willing to continuously develop knowledge and skills.

 

Responsibilities

• Executes the order entry process and manages the order fulfilment process for a given business or group of businesses and customers, which are typically key customers, high value and/or margin value centers, or scenario’s with a high degree of complexity.
• Review, validate and process order request in compliance with work process / system and business guidelines.
• Maintains a thorough knowledge of the businesses’ products, businesses, applications, and service offerings.
• Strengthens customer intimacy by developing solid relationships, understanding customer needs and gathering market intelligence.
• Coordinates activity at assigned customer accounts and is able to manage other accounts due to deep knowledge.
• Maintains service levels according to business prioritization.
• Differentiates between customer requirements and Dow capabilities; choose the best/cost effective solution.
• Supports commercial strategies with Dow customers across multiple businesses.
• Provides support to less experienced Customer Service Specialists.
• Acts as focal point for key systems, tools or business processes. Find solutions for more complex matters and looks proactively for improvements.
• Can manage medium complexity projects within the function.
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Qualifications

• Required a bachelor’s degree.
• 5 year  of working experience in similar roles

Your Skills

• Problem solving and communication skills
• Customer Service and business process acumen
• Order to Cash
• SAP MM/SD
• Export and Inco term understanding
• Good to have letter of Credit

Additional notes

• The ability to accommodate a flexible schedule aligned with international time zones is essential