Sr. Customer Service Representative

About the role

The Senior Customer Service Representative manages complex order fulfilment 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.

Responsibilities

• Execute the order entry and order fulfillment 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

Requirements

• 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

Schedule

This is a full-time onsite position in Houston, TX.