Customer Service Representative

About the role

We are excited to offer a full-time, onsite opportunity for a Customer Service Representative based in Houston, TX. In this role, you will play a key part in ensuring a seamless order experience—from entry to fulfillment—while building strong relationships with customers and internal partners. You will troubleshoot challenges, anticipate customer needs, and help uphold our commitment to operational excellence.

Responsibilities

• Execute the order entry process and manage the order fulfillment process while interfacing with internal/external customers for a given business line with a high degree of complexity, in compliance with law, regulations and Nouryon procedures
• Maintain a thorough knowledge of the businesses’ products, applications, and service offerings
• Maintain service levels by making independent customer facing decisions, using the unique knowledge of the differing businesses, products, applications, and service offerings
• Cook up activity at assigned customer accounts, proactively address issues, and implement solutions with a significant level of autonomy
• Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence
• Differentiate between customer requirements and Nouryon capabilities – choose best/cost effective solution, unique to each business/situation with limited oversight
• Support commercial strategies with Nouryon customers
• Ensure established processes and best practices are utilized and effective process controls are in place, ensuring adherence to processes and service levels is maintained
• Adhere to and execute new instructions and/or pivot on dynamic organizational priorities with flexibility and adaptability
• Deliver on key operational KPIs such as order confirmation time, first time right, # touches per order
• Proactively and independently interface with cross functional teams such as Business Lines, Sales Teams, Logistics, Planning, Controlling and Production
• Enter orders in SAP following standard procedures
• Proactively acknowledge and confirm order status with Customer’s in line with cycle time KPI’s
• Perform order processing checks and coordinate internally to resolve issues
• Consistently provide tactful, professional communication, both internally and externally, verbally and in writing
• Cook up delivery issues effectively and proactively through resolution
• Investigate and resolve any OTC related complaints in coordination with other functions
• Provide prompt and professional responses to all Customer inquiries
• Create, release, and send invoices and other associated documentation to Customers
• Receive customer complaints, enter complaints in CRM and assign appropriate investigator
• Ensure correct execution of return orders
• Issue credit/debit notes with high attention to detail and accuracy when necessary
• Regularly perform and prepare for month-end closure checks to ensure all orders are invoiced
• Cook up customer requests, provide routine/OTC related documents to customers (e.g. CoA, MSDS)

Requirements

• Bachelor’s degree preferred or equivalent work experience, preferably order management experience in a manufacturing environment
• Knowledge of SAP Sales & Distribution and Materials Managements Modules required
• 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
• Demonstrated ability to troubleshoot and quickly develop solutions
• Outstanding communication skills and ability to communicate with various levels and functions within the organization, including global team members
• Must understand how production runs, cycle times and capacity impact the management of orders
• B2B Customer Service experience or been exposed to similar function
• CRM experience is preferred

Qualifications

We believe you bring:

• Bachelor’s degree preferred or equivalent work experience, preferably order management experience in a manufacturing environment
• Knowledge of SAP Sales & Distribution and Materials Managements Modules required
• 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
• Demonstrated ability to troubleshoot and quickly develop solutions
• Outstanding communication skills and ability to communicate with various levels and functions within the organization, including global team members
• Must understand how production runs, cycle times and capacity impact the management of orders
• B2B Customer Service experience or been exposed to similar function
• CRM experience is preferred

Skills

• Excellent written and verbal communication skills
• Ability to work independently and with minimal supervision
• Strong problem-solving and decision-making abilities
• Knowledge of SAP Sales & Distribution and Materials Managements Modules
• Strong Microsoft Office skills (Excel, PowerPoint, Visio, etc.)
• Ability to maintain confidentiality and handle sensitive information

Benefits

We offer a competitive compensation package, including:

• Health insurance
• Paid time off
• Flexible work schedule
• Professional development opportunities
• Employee recognition programs

Pay

This position is offered on a full-time basis with a salary range of $50,000 - $70,000 annually.

Schedule

The position is offered on a full-time basis with a standard 40-hour workweek.