Customer Service Advisor

Job Description:

Customer Service Advisor (Order Management and Fulfillment)

Huntsman is seeking a Customer Service Advisor (Order Management and Fulfillment) supporting the Division Name Division located in San Jose, Costa Rica. This position will report to the Customer Service Manager.

Job Scope

The Customer Service Advisor (CSA) is Huntsman's "face to the customer," overseeing and ensuring seamless execution of the customer ordering processes. The Customer Service Advisor is knowledgeable in the systems, policies, and products for the business they report through. Must be able to serve both internal and external customers and be aware of how to get things done through the established processes and deploy Huntsman resources to effectively manage customer orders from receipt through delivery. Must be able to track and improve efficiency and effectiveness through a defined set of metrics and key performance indicators. Must be able to handle a large workload on a tight schedule with a high degree of accuracy and correspond in a professional manner.

In summary, as the Customer Service Advisor (CSA), you will:

Order Management and Customer Fulfillment

• Manage the day-to-day relationships and orders for identified customer accounts, ensuring proficient and knowledgeable customer service is provided with a sense of integrity and trust.
• Perform all job duties by following required company and/or department processes in handling customer orders, issues, product returns, order cancellations, complaints, quotes, documentation requests, same-day order entry, and data maintenance.
• Have good working product knowledge and may suggest alternate or compatible products to customers as needed.
• Manage any issues that may arise in a timely manner toward resolution, including alternate escalation protocols and fee negotiation.
• Ensure proper application of service standards (“business rules”) to the customer ordering and delivering processes.
• Have ownership of a “streamlined process” such as returns or master data management as required.
• Provide regular feedback and proactive communication to the customer and/or sales representatives regarding the status of the accounts.
• Manage order blocks, working closely with other functions such as Finance/Credit, Supply Chain Planning, and Logistics.
• Contribute to attaining and improving customer service metrics and key performance indicators, such as time to enter orders, order confirmation time, number of orders and line items, order changes and cancellations, and others defined by the group.
• Coordinate and plan the transportation of chemical products, ensuring timely and cost-efficient delivery to customers. Work closely with logistics providers to manage transportation schedules and routes, optimizing for delivery time and cost.
• Collaborate with internal teams and external transporters to resolve any transportation issues, such as delays or route changes, ensuring minimal disruption to the customer fulfillment process.
• Manage the end-to-end delivery process in SAP, including creating and monitoring deliveries based on customer orders. Ensure all necessary data is accurately entered into the system, and track progress to ensure compliance with customer requirements.

Employee Activities

• Manage workload, including order count, call and email volumes, including proficiency in multitasking, resolving competing priorities, meeting requested deadlines, troubleshooting issues, and providing excellent written and verbal communication with required parties.
• Be the subject matter expert on matters relevant to systems and processes. Perform user acceptance testing as required.
• Handle additional responsibilities without affecting day-to-day activities.
• Follow instructions and perform other duties as may be assigned by supervisor and/or manager and may assist in the monitoring and balancing of team workload.
• Arrive at the scheduled start time.
• Employ safe work practices and actively participate in EH&S initiatives.
• Follow company and departmental attendance, punctuality, and other policies.
• Demonstrate customer service core values, defined by our mission statement.

Relationship Management

• Work closely with manufacturing, logistics, credit, supply chain, technical, commercial, pricing, and other key stakeholders to ensure timely and accurate order processing and delivery in accordance with customer requirements and manufacturing capabilities, and respond to internal and external issues, product returns, and complaints, following any issues through to completion with a sense of urgency.
• Have assigned customer accounts or manage spot deals for inside sales activity, which may involve order solicitation, price negotiation, and systems entry, and some travel to meet with customers.

Support Management

• Be the primary on-floor backup for Team Lead and help other CSAs and/or groups to assure adequate coverage of accounts during planned and unplanned short-staffed situations and/or during implementations, including “go team” operations for Disaster Recovery needs and primary after-hours coverage.
• Design, maintain, and send reports.
• Manage additional calls, emails, faxes, or other duties to ensure proper coverage, while proactively communicating to team lead/manager the need for additional assistance.
• Offer viable solutions to problems and aid in implementation of suggestions for improvement and other project work and be considered a “go-to” person on the team.
• Assist other employees in the accomplishment of Huntsman company goals.

Employee Development

• Develop product knowledge, service offerings, processes, backup procedures, and industry conditions to enhance service and sales to the customers through personal training, individual inquiry, and development plans.
• Serve as a mentor to new and struggling employees.
• Identify areas of continued learning and demonstrate a desire for self-development.
• Complete company-required training programs.

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

The candidate must have an unrestricted right to work for Huntsman in Costa Rica.

Candidates must be willing to work on Mondays, Wednesdays, and Thursdays at our office located in AFZ, Heredia. Additional office days may be required as needed or during corporate visits.

Minimum Qualifications

• Bachelor’s degree in Supply Chain, Engineering, Business, or Technical field (completed or in progress).
• 2+ years of experience in Order Management and/or Supply Chain roles.
• Minimum of B2+ English and French B2+ preferred.
• SAP Sales & Distribution and CRM modules experience.

Skills and knowledge

• Organizational skills.
• Ability to multitask and prioritize workload and achieve objectives in a timely manner.
• Ability to think independently, make decisions, and influence outcomes.
• Typing and accurate data entry skills, with precision to communicate clearly both in writing and verbally.
• Proficiency with Internet, email, and Microsoft programs.
• Language: English and Spanish – written and spoken proficiency.

Additional Locations: