Customer Service Representative

Overview

At Nouryon, our global team of Changemakers takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future.

We are looking for team members who bring ideas forward, champion others and work together to do better. Does that sound like you?

We are excited to offer a full-time, onsite opportunity for a Customer Service Representative based in Houston, TX. In this role, you will play a key part in ensuring a seamless order experience—from entry to fulfillment—while building strong relationships with customers and internal partners. You will troubleshoot challenges, anticipate customer needs, and help uphold our commitment to operational excellence. If you thrive in a dynamic environment, enjoy solving problems, and are motivated by the chance to make a meaningful impact each day, we look forward to seeing what you’ll bring to our team.

• Execute the order entry process and manage the order fulfillment process while interfacing with internal/external customers for a given business line with a high degree of complexity, in compliance with law, regulations and Nouryon procedures
• Maintain a thorough knowledge of the businesses’ products, applications, and service offerings
• Maintain service levels by making independent customer facing decisions, using the unique knowledge of the differing businesses, products, applications, and service offerings
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions with a significant level of autonomy
• Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence
• Differentiate between customer requirements and Nouryon capabilities – choose best/cost effective solution, unique to each business/situation with limited oversight
• Support commercial strategies with Nouryon customers
• Ensure established processes and best practices are utilized and effective process controls are in place, ensuring adherence to processes and service levels is maintained
• Adhere to and execute new instructions and/or pivot on dynamic organizational priorities with flexibility and adaptability
• Deliver on key operational KPIs such as order confirmation time, first time right, # touches per order
• Proactively and independently interface with cross functional teams such as Business Lines, Sales Teams, Logistics, Planning, Controlling and Production
• Enter orders in SAP following standard procedures
• Proactively acknowledge and confirm order status with Customer’s in line with cycle time KPI’s
• Perform order processing checks and coordinate internally to resolve issues
• Consistently provide tactful, professional communication, both internally and externally, verbally and in writing
• Coordinate internally to manage delivery issues effectively and proactively through resolution
• Investigate and resolve any OTC related complaints in coordination with other functions
• Provide prompt and professional responses to all Customer inquiries
• Create, release, and send invoices and other associated documentation to Customers.
• Receive customer complaints, enter complaints in CRM and assign appropriate investigator
• Ensure correct execution of return orders
• Issue credit/debit notes with high attention to detail and accuracy when necessary
• Regularly perform and prepare for month-end closure checks to ensure all orders are invoiced
• Coordinate customer requests, provide routine/OTC related documents to customers (e.g. CoA, MSDS)

• Bachelor’s degree preferred or equivalent work experience, preferably order management experience in a manufacturing environment
• Knowledge of SAP Sales & Distribution and Materials Managements Modules required
• Strong Microsoft Office skills (Excel, PowerPoint, Visio, etc.) and other forms of technology related to his/her job; keeps up to date on technological changes; adapts work approach to keep pace with innovations in technology
• Demonstrated ability to troubleshoot and quickly develop solutions
• Outstanding communication skills and…