Customer Service Representative

hace 3 semanas

San Francisco, Heredia, Costa Rica Huntsman A tiempo completo
Job Title: Customer Service Advisor

Huntsman Corporation is a global leader in the production and marketing of differentiated and specialty chemicals. As a Customer Service Advisor, you will play a crucial role in ensuring seamless execution of customer ordering processes.

Key Responsibilities:

  • Manage day-to-day relationships and orders for identified customer accounts, providing proficient and knowledgeable customer service.
  • 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 towards resolution, including alternate escalation protocols and fee negotiation.
  • Have ownership of a "streamlined process" such as returns or master data management as required.
  • Provide regular feedback and pro-active communication to the customer and/or sales representatives regarding the status of the accounts.
  • Manage order blocks working close to other functions as Finance/Credit, Supply Chain Planning, and Logistics.
  • Contribute to attain and improve customer services metrics and key performance indicators as time to enter orders, order confirmation time, number of orders and line items, order changes and cancellations, and others defined by the group.

Requirements:

  • Employee Activities:
    • 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 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 insure 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 back-up 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.
    • Offer viable solutions to problems and aid in implementation of suggestions for improvement and other project work and considered a "go-to" person on the team.
    • Assist other employees in accomplishment of Huntsman company goals.
  • Employee Development:
    • Develop product knowledge, service offerings, processes, back-up 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 the desire for self-improvement.

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