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