Customer Solutions Representative
About the role
Responsible for coordinating all activities necessary to provide sales, service and distribution support to our customers. CSR will process all incoming domestic and/or international sales orders for by SAP entry to ensure expeditious and conscientious handling. This role works closely with external customers and their representatives, as well as a variety of Synthomer functions including Sales, Finance, Operations, Logistics, Supply Chain and others to provide value-added service and solutions resulting in long-term strategic customer relationships. This role must also understand and communicate customer requirements throughout the organization.
Responsibilities
- Receive, process, and own customer purchase orders; including customer complaints, returns, credits/debits, and customer requests.
- Initiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.
- Interface with Business Management, Marketing, Sales, Production, Quality, Safety Health & Environmental (SHE), Logistics, Shipping and Customer Financial Services to support and improve activities globally, and to deliver quality service.
- Create and maintain accurate and timely customer master data, including customer records and customer-material information.
- Maintain file and data integrity in all phases of order processing.
- Support and implement the development of global Customer Solutions standards and processes, and represent Customer Solutions on cross-functional business teams.
- Aid Performance Chemical customers with:
- Product Info - Samples
- New / Special Orders - Order Status
- Delivery Times - Product size / weight
- Returned goods - Salesforce complaints/returns/credits/non-conformances
- Pricing / Payment Terms / Banking / Invoicing / Credits & Debits
- Regulatory / inspection issues as necessary.
Requirements
- Bachelor’s degree
- Knowledge/experience in the following:
- Customer relationship management
- Sales & Shipment of goods/products
- Outstanding communication skills, both oral and written
- Analytical mind, detail and action oriented, problem solving skills
- Excellent organization and follow-up skills
- Working knowledge of MS Ofice Package, including Excel and Word programs
- Able to set and manage multiple priorities and make decisions in a dynamic work environment
- Structured but flexible approach, ability to work both independently and collaboratively across multiple disciplines
- Work well under pressure and meet deadlines
- Able to set and manage multiple priorities and make decisions in a dynamic work environment
- Agreeable personality with a "can do" attitude
Qualifications
- At least two years of experience in business-to-business customer service, or 3+ years in a non B-B service role
- Customs and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transport
- SAP Sales and Distribution experience a plus
Skills
- Strongly adherence to creating and maintaining a safe work environment for self and others
Benefits
Global Benefits Overview: - Competitive, market-aligned compensation - Discretionary global bonus scheme - Discretionary Long-Term Incentive Plan (LTIP) – for senior positions - Company car or car allowance – varies by region and role - Healthcare – tailored to regional locations - Parental leave and family support – maternity, paternity, adoption (aligned with regional policies) - Working options – flexibility where it matters, based on role and business needs - Learning & development opportunities – training, online platforms, buddy/mentorship programs, Internal Synthomer University with L&D offers - Wellbeing support – employee assistance program (EAP), mental health resources, wellbeing initiatives - Retirement / pension contributions – plans vary by country - Culture of Inclusion – where everyone can thrive - Performance culture, global reward & recognition programmes
Pay
Competitive, market-aligned compensation
Schedule
Hybrid Work Schedule: 4 days in office / 1 day remote