Job Description:
Senior Customer Service Advisor (Order Management)
Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. 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. Huntsman offers unsurpassed opportunities to build a successful future. Our diverse portfolio creates a range of career fields including manufacturing, research and development, technical services, sales and marketing, customer service - and the list goes on.
Here, you can make an impact and make a difference. Come join us.
Huntsman is seeking a Senior Customer Service Advisor supporting the Advanced Materials Division located in San Jose, Costa Rica. This position will report to the Customer Service Manager.
Job Scope
The Senior Customer Service Advisor (CSA) is Huntsman's "face to the customer" overseeing and ensuring seamless execution of the customer ordering processes. The Customer Service Advisor is knowledgeable in the systems, policies, and products for the business they report through. Must be able to serve both internal and external customers and be aware of how to get things done through the established processes and deploy Huntsman resources to effectively manage customer orders from receipt through delivery. Must be able to track and improve efficiency and effectiveness through a defined set of metrics and key performance indicators. Must be able to handle a large workload on a tight schedule with a high degree of accuracy and correspond in a professional manner.
In summary, as a Customer Service Advisor (CSA), you will:
- Order_ Management_
- Manage the day-to-day relationships and orders for identified customer accounts, ensuring proficient and knowledgeable customer service is provided with a sense of integrity and trust.
- 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.
- Employee Activities_
- Handle additional responsibilities without affecting day to day activities.
- 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 ensure 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.
- Support Management_
- 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-development is required.
- Complete company required training programs.
**Qualifications**:
Minimum Qualifications
- Bachelor's degree preferable in a quantitative field (business, economics, logistics, foreign trade, finance, engineering, etc.). Degree can be substituted by 5+ years of overall experience, with previous experience in customer service,