Customer Service Advisor II

Indovinya•Clear Lake, TX

20h

About The Position

Have you ever thought about being part of a company that reimagines chemistry every day to build a better world? That’s the purpose of Indorama Ventures, and we want you with us on this journey! We are looking for innovative, collaborative professionals who are ready to embrace the challenge of working in a company that is constantly expanding internationally. We value flexibility, partnership, and believe that the impact of our actions goes far beyond the chemical industry. Here, diversity matters. Our work environment is inclusive, diverse, and guided by respect, ethics, and equal opportunities for all. What we’re looking for: The Customer Service Advisor II will work in a fast-paced and collaborative team environment. This role is responsible for managing day-to-day relationships and orders for complex, key customer accounts, ensuring proficient and knowledgeable customer service is provided with a sense of integrity and trust. Additionally, this position will effectively and pro-actively manage delivery issues through resolution and make necessary monetary decisions based on sound business knowledge. Providing regular feedback and pro-active communication to the customer and/or sales regarding the status of the accounts are essential requirements for this position. Our Customer Service Advisors must be able to perform all job duties by following required company and/or department processes in handling customer issues, product returns, complaints, quotes, documentation requests, same-day order entry and data maintenance. The successful candidate will be reliable, able to balance multiple priorities and deliver excellence to external and internal customers.

Requirements

Associate’s degree in Technical/B usiness or related field with 2+ years of experience .
High School diploma or equivalent and 4+ years of related experience.
Experience with an ERP System. SAP preferred.
Ability to resolve difficult and complex issues and to work with cross-functional departments.
Demonstrate organizational skills.
Demonstrate sense of urgency, flexibility, and adaptability.
Proven ability to multi-task in a fast-paced and often high stressed environment.
Willing to meet and exceed customer expectations daily with willingness to “own” situations as they arise.
Must have a level of proficiency with Internet, Email and Microsoft programs.
Infrequent business travel

Responsibilities

Effectively and efficiently manage workload including order count, call, and email volumes, including proficiency in multi-tasking, resolving competing priorities, meeting requested deadlines, troubleshoot issues, and provide excellent written and verbal communication with required parties.
UAT Testing and SAP Special Projects.
Subject Matter Expert for policies and procedures.
Manage additional assignments/projects without impacting completion of Customer Service Advisor (CSA) priorities.
Owns and manages at least one additional process.
Work closely with manufacturing, logistics, credit, supply chain, technical, commercial, pricing, and other key stakeholders to insure 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.
Acts as a mentor to peers.
Completes problem resolution for customers with little guidance.
Seen as "go-to" person for specific processes.
Knows who to contact for specific situations to enable quick problem resolution.
Attend business/customer meetings, explain Customer Service process to business and customers.
As needed negotiate with customers through discussion any process improvements to help Customer Service workload.
Manage delivery issues - make monetary decisions based on sound business knowledge with proper escalation to SR.
Provide assistance to other CSAs and/or groups to assure adequate coverage of accounts during planned and unplanned short-staffed situations and/or during implementations.
Effectively and efficiently manage additional calls, emails, or other duties to ensure proper coverage, while pro-actively communicating to team lead/manager the need for additional assistance.
Assist other employees in accomplishment of Indorama company goals.
Offers solutions to problems.
Assists in improving processes.
Establish goals that help other team members do their work better.
Supports additional projects as directed by Team Lead or Manager.
Volunteers to participate in announced projects or initiatives.
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.
Ability to identify areas to continue learning and the desire for self-development.
Complete company required training programs.
Mentor to new and current employees.
Always looking for ways to improve/streamline process.
Understand processes and impact to IC business of any changes proposed.