Job title:
customer service representative
summary:
in this role you are the prime contact for customer support-related activities and are responsible for providing best-in-class / excellent customer service for external customers and business partners (distribution) by utilizing excellent, in-depth business knowledge; products knowledge and order to cash process
- closely collaborating with ad hoc departments: si op; logistics; quality as examples - non-exhaustive list.
acting as the extended arm of the business (commercial), playing a key role in profitability drive by providing proactive support to sales and customers in perspective of ensuring execution and meeting (exceeding) customers' expectations/ satisfaction.
responsibilities include:
order to cash
- 3 bu's -business segments designated
- regional scope
efficiently process order-to-cash activities from order management to credit & debit note editions - all order types & customers (edi; export for direct customers & distributors) execution as a focus.- receives, enters, and handles customers' non-conformance / claims and ensures proper feedback is provided: drive complaints entry accuracy complaints coding / coordinators assigned / complaint description.- execution of complaint decision: credit notes / debit notes / return of material (coordinate with carriers, customers, warehouse)- drive complaints resolution: act as the interface communication flow between sales, logistic services, and all other support departments
- finance, product stewardship; trade compliance; and quality.- keep clients informed proactively about claim status and take appropriate actions to maximize momentive ability to serve.- act as the front-line business role (aside from commercial) for all inquiries related to claim management; service and supply chain to ensure full satisfaction of customers on products, services, and features.- analyze data from sap: open claim reports and identify the follow-up actions needed.- build a sustainable relationship of trust through open and pro-active communication.- serve as backup for other account specialists outside the normal backup schedule.- responsible for after-hours phones on a rotational basis depending on the business need.- participate in functional and related projects.- participate in both internal and external order management audits.- fully accountable (raci) for execution (order management/claim resolution).
qualifications:
the following are _required _for the role- 1.5 to 5 years' experience as an account specialist or similar positions;- customer focused mindset with the ability to develop business relationships with internal / external customers and suppliers;- master in sap (sd module) - fluent english-proficient in microsoft word & basic proficiency in excel.
for mex: portuguese is appreciated- significant 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.
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_
about us:
- momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products.
we deliver solutions designed to help propel our customer's products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space.
with every innovation, momentive creates a more sustainable future.
our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.
momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world.
we are proud to be an equal opportunity employer.
qualified applicants will recei