Customer Service Representative

Job Title:

Customer Service Representative

Summary:

In this role, you will be the primary contact for customer support-related activities. You will provide best-in-class or excellent customer service for external customers and business partners (distribution) by leveraging excellent, in-depth business knowledge, product knowledge, and the Order-to-Cash process. You will closely collaborate with various departments, such as SIOP, Logistics, and Quality, though this is not an exhaustive list.

You will function as an extension of the business (Commercial) and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction.

Please note that this role requires on-site presence five days per week, Monday through Friday.

Please submit an English version of your resume when completing your application.

Responsibilities Include:

Order to Cash- 3 BU’s –Business Segments designated- Regional Scope (Europe)

• Efficiently process Order-to-Cash activities from Contract Management to Order Management through order confirmation; ad-hoc invoicing till delivery at customer site – all order types & customers (EDI; Export…) Execution as a focus
• Keep clients informed proactively about order status and take appropriate actions to maximize Momentive ability to Serve. 
• Act as the front-line business role (aside commercials) for all inquiries related to products, service and supply chain to ensure full satisfaction of customers on products, services and features.
• Analyze data from SAP reports to identify open issues and take action.
• Act as the interface communication flow between Sales, Demand Planners, logistic services and all other support departments- Product Stewardship; Trade Compliance;  Quality.
• Receives, enters, handles customers non-conformance / claims ensure proper feedback is provided.
• Build sustainable relationship of trust through open and pro-active communication
• Cross-train and provide backup for other customer service team associates as required.
• Participate in both internal and external order management audits.

Qualifications:

The following are required for the role

• Bachelor’s degree or equivalent professional experience, with at least two (2) years of experience in a Customer Service role.

• Customer focused mindset with the ability to develop business relationships with internal / external customers and suppliers;

• Proven experience with SAP SD (Sales and Distribution module)

• Fluent English is required

• Customer relations experience in complex international and ever-changing environments.

• Ability to handle multiple requests and demands on time, prioritize work load depending on needs of customer and business for on-time completion of each request

• Display strong business acumen enabling to take initiative and ownership of difficult customer situations

• Inspires top performance in others by example of work ethic and job performance with proven ability to successfully coach others

• Keen sense of customer relations illustrated by effective communication (verbal and written) and interpersonal skills;

• Attentive to details;

• Ability to maintain composure under stress, a sense of urgency when performing tasks; excellent organizational skills.

The following are preferred for the role

• Experience in chemical industry ideal.

• Handling of Order Management process in international work environment.

• University Master degree is an asset.

• Proficiency in a third language, with strong written and verbal communication skills (spelling, grammar, and syntax), in addition to fluent English and Italian.
  
   

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What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

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