Job Description:
Customer Service Representative (Back Office)
Role Overview:
Huntsman Corporation's Regional Customer Service team is searching for an experienced Customer Service professional in our newly formed hub in Costa Rica.
The CSR Back Office supports the Customer, Customer Service Representative, Commercial and Supply Chain in the delivery of defined, high quality, transactional and business service associated with the complaint and return processes.
Delivering to agreed performance and cost targets, on behalf of all relevant businesses and sites in an environment that encourages continuous improvement to the underlying global processes and outcomes.
We are looking for someone that is passionate about providing the best support to our customers, with a flair for problem solving and ability to make effective decisions in an ever changing environment.
Role Responsibilities:
As a Customer Service Representative (Back Office), you will be responsible for:
- Completing the complaint/return process from receipt through to dispatch followed by credit/debit notes, using standard SAP processes and functionality
- Proactively responding to customer queries, including complaint/return status, ensuring a high level of customer service
- Following established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to all Key Performance Indicators, Service Level Agreements and Quality Standards to maximise customer satisfaction
- Monitoring customer complaint/return status on regular basis, resolving problems with potential customer impacts including credit blocks and delivery issues
- Controlling the return delivery process in SAP, preparing associated documentation and ensuring system housekeeping is up to date
- Supporting the delivery of rebates and commission payments in association with the Pricing Office
- Creating and maintaining strong working relationship with CSRs, Sales, Finance, Logistics and Supply Chain team members
Experience and Competencies:
What we are looking for:
- Bachelor's or Master's Degree, with previous experience in customer service, ideally as part of a global organization.
- Good knowledge and ability with IT software, with experience in SAP preferred.
- Fluent in English, with additional European languages advantageous.
- Proactive and self-motivated approach, with excellent communications skills and an ability to interact with stakeholders at all levels in the business.
About us:
Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals with 2021 revenues of approximately $8 billion.
Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets.
We operate more than 70 manufacturing, R&D and operations facilities in approximately 30 countries and employ approximately 9,000 associates within our four distinct business divisions.
Additional Locations: