Senior Customer Service Representative

Responsibilities

• Efficiently process Order-to-Cash activities from contract management through credit and debit note issuance, across all order types and customer profiles (including EDI and export), with a strong focus on execution.
• Receive, enter, and manage customer non-conformance claims, ensuring accurate complaint entry, coding, coordinator assignment, and clear descriptions.
• Execute complaint decisions, including credit/debit notes and material returns, coordinating with carriers, customers, and warehouses.
• Drive complaint resolution by facilitating communication between Sales, Logistics, Finance, Product Stewardship, Trade Compliance, and Quality teams.
• Proactively keep clients informed about claim status and take appropriate actions to enhance service delivery.
• Act as the primary business contact (excluding commercial matters) for inquiries related to claim management, service, and supply chain, ensuring customer satisfaction with products, services, and features.
• Analyze SAP data to monitor open claims and determine necessary follow-up actions.
• Build and maintain trust-based relationships through open and proactive communication.
• Provide backup support for other account specialists outside of the standard backup schedule.
• Participate in after-hours phone coverage on a rotational basis, as required by business needs.
• Contribute to functional and cross-functional projects.
• Support internal and external audits related to order management.
• Other duties as assigned.

Qualifications

• Bachelor’s degree with 3+ years of customer service/account management experience or an Associate’s degree with 5+ years
• High School Diploma/GED with 7+ years
• Strong customer focus and relationship-building across diverse stakeholders, including distributors, channel partners, contractors, sales teams and technical/field support teams
• Effective communicator with strong interpersonal skills, consistently demonstrating composure, professionalism, and sound judgment under pressure
• Highly organized, adaptable, and proactive problem-solver
• Proven success in fast-paced, international environments, with the ability to manage multiple priorities effectively in response to evolving customer and business needs
• Team-oriented and leads by example through a strong work ethic and commitment to continuous learning; open to mentoring and being mentored
• Proficiency in Microsoft Office; some experience with SAP (SD module) or similar enterprise systems
• The Following Are Preferred For This Role:
• Experience in the Chemical industry, construction products, building materials or distribution-based businesses
• Familiarity with sealants, adhesives, coatings, waterproofing, glazing, roofing, or related building envelope product categories
• Experience managing the end-to-end order management process within an international business environment
• Master's degree

Pay

Base Pay Range: $56,300 - $82,610

The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable.

Benefits

• Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage
• Paid parental leave for the birth of a child; adoption and surrogacy reimbursement
• Short term disability with 100% base salary coverage
• Company funded counseling (EAP) and assistance finding care for children, parents, or pets
• 25 days of Paid Time Off (PTO) plus paid holidays
• Additional time off with years of service
• 401k savings plan with 5% employer match plus additional contribution based on years of service
• Student debt pay-off program
• Professional development programs and courses
• Wellness programs and financial education