Customer Care Representative II

Synthomer•Beachwood, OH

4d•Hybrid

About The Position

Synthomer is seeking a Customer Care Representative II to coordinate the activities required to provide sales, service, and distribution support to customers. The representative processes domestic and/or international sales orders in SAP and works with external customers and their representatives, as well as internal teams across Sales, Finance, Operations, Logistics, and Supply Chain. The role is responsible for understanding and communicating customer requirements throughout the organization and delivering value-added service that supports long-term customer relationships. This role is based on a hybrid schedule of four days in the office and one day remote. It offers the opportunity to work in a supportive team environment, collaborate across functions, and develop through coaching and learning about the business.

Requirements

Bachelor’s degree.
Knowledge of or experience in customer relationship management.
Knowledge of or experience in sales and shipment of goods or products.
Outstanding oral and written communication skills.
Analytical, detail-oriented, and action-oriented approach, with problem-solving skills.
Excellent organization and follow-up skills.
Working knowledge of Microsoft Office, including Excel and Word.
Ability to set and manage multiple priorities and make decisions in a dynamic work environment.
Structured but flexible approach, with ability to work independently and collaboratively across multiple disciplines.
Ability to work under pressure and meet deadlines.
Agreeable personality and a can-do attitude.

Nice To Haves

At least two years of business-to-business customer service experience, or three or more years in a non-B2B service role.
Knowledge of customs and export regulations/HTS, international ocean and air shipments and freight rates, Incoterms, bulk, TL, LTL, and other transport modes.
SAP Sales and Distribution experience.
Multilingual ability.
Lean Six Sigma training.
Experience using an ERP system such as SAP, Oracle, or AS-400.

Responsibilities

Communicate order status and respond to customer inquiries about pricing, product information, and delivery tracking.
Receive, process, and own customer purchase orders, complaints, returns, credits, debits, and other customer requests.
Initiate actions to satisfy domestic, international, internal, and external customer requirements.
Work with Business Management, Marketing, Sales, Production, Quality, Safety, Health and Environmental (SHE), Logistics, Shipping, and Customer Financial Services to support and improve activities and deliver quality service.
Create and maintain accurate, timely customer master data, including customer records and customer-material information.
Maintain file and data integrity throughout order processing.
Support and implement global Customer Solutions standards and processes, and represent Customer Solutions on cross-functional business teams.
Assist Performance Chemical customers with product information and samples; new and special orders; order status; delivery times; product size and weight; returned goods and Salesforce complaints, returns, credits, and non-conformances; pricing, payment terms, banking, invoicing, and credit and debit memos; and regulatory or inspection issues as needed.
Adhere to practices that create and maintain a safe work environment for self and others.

Benefits

Competitive, market-aligned compensation.
Discretionary global bonus scheme.
Discretionary Long-Term Incentive Plan (LTIP) for senior positions.
Company car or car allowance, varying by region and role.
Healthcare tailored to regional locations.
Parental leave and family support, including maternity, paternity, and adoption policies aligned with regional policies.
Flexible working options based on role and business needs.
Learning and development opportunities, including training, online platforms, buddy and mentorship programs, and Synthomer University.
Employee assistance program, mental health resources, and wellbeing initiatives.
Retirement or pension contributions, with plans varying by country.
Inclusive culture.
Global reward and recognition programs.