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, among others - 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.
this is a fixed-term contract position.
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, handles customers non-conformance / claims ensure 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; 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 commercials) 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 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- 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), proficient in microsoft word & basic proficiency in excel- fluent english is required- significant customer relations experience in complex international and ever-changing environments- ability to handle multiple requests and demands on time, prioritize workload 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 coach others successfully- 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; and excellent organizational skills.- flexibility to begin working at 7:00 am.
the following are preferred for the role:
- portuguese
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,