Customer Excellence Representative
About The Position
Chemours is seeking a Customer Excellence Representative (CER) to join its Customer Excellence team within the Advanced Performance Materials (APM) commercial organization. The role reports directly to the North America Customer Excellence Manager. The CER serves as the primary advocate for both the customer and Chemours, owning the customer experience from order placement through delivery. The role manages customer relationships and key Order-to-Cash activities, resolves complex business challenges, and collaborates across functions to deliver a strong customer experience. The CER works closely with Sales, Supply Chain, Manufacturing, Demand Planning, the Delivery Team, Warehouse, Logistics, Finance, Product Management, and other business functions to identify and resolve issues, improve business processes, and support customer satisfaction and loyalty. This highly visible position requires relationship management, problem-solving, communication, and business process skills in a fast-paced environment.
Requirements
- Bachelor's degree or equivalent combination of education and relevant experience.
- Experience in customer service, customer experience, commercial operations, supply chain, or related business functions.
- Customer-focused mindset and demonstrated ability to build and maintain relationships.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
- Ability to collaborate effectively across multiple functions and organizational levels.
- Ability to influence and drive outcomes without direct authority.
- Proficiency with Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
- Experience working with ERP and CRM systems.
Nice To Haves
- Experience supporting B2B customers in manufacturing, chemical, industrial, or related industries.
- Knowledge of Order-to-Cash processes.
- Hands-on experience with SAP, Salesforce, or similar CRM platforms.
- Strong planning, organizational, and project management skills.
Responsibilities
- Serve as the primary customer contact for assigned accounts and develop relationships built on trust, responsiveness, and business partnership.
- Understand customer needs and advocate for solutions that support customer success and business objectives.
- Proactively communicate order status, supply risks, delivery updates, and issue resolution plans.
- Gather and share customer insights with commercial and operational teams.
- Manage customer onboarding and account maintenance.
- Enter and modify orders, process returns, and monitor orders from receipt through delivery.
- Implement and maintain pricing.
- Initiate and coordinate customer complaints.
- Resolve invoice and accounts receivable disputes while complying with internal controls and business procedures.
- Share customer feedback and insights with the sales team.
- Partner with Sales, Supply Chain, Demand Planning, Manufacturing, Logistics, Product Management, Finance, and other stakeholders.
- Coordinate resolution of complex customer, order, supply, pricing, and delivery issues.
- Balance customer expectations with business objectives and support customer business reviews and commercial initiatives.
- Lead and participate in continuous improvement initiatives to enhance customer experience and operational efficiency.
- Identify opportunities to simplify processes and eliminate inefficiencies.
- Support adoption and improvement of digital tools and business systems; provide feedback and recommendations to improve processes and system functionality.
- Support forecasting, demand planning discussions, and business reviews with data-driven insights.
