Customer Service Advisor

Indorama Ventures: Indovinya•The Woodlands, TX

17h

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 Sr 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

Demonstrated SAP experience – Preferably in Order to Cash/Sales and Distribution.
Ability to perform effectively in a self-directed team and other departments; obtaining assistance when needed.
Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
Ability to resolve difficult and complex issues and to work with cross-functional departments.
Able to maintain high volumes of requests with quick and accurate turnaround time.
Effective interpersonal and communication skills – verbal and written.
Ability to organize, prioritize, and perform multiple tasks with minimal supervision.
Strong analytical, problem solving, and decision-making skills.
Demonstrate sense of urgency, flexibility, and adaptability.
Able to support after hours escalations when necessary.
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.
High School Diploma or equivalent required plus 6+ year of relevant experience or associate degree and 4+ years of experience, or bachelor's degree and 3+ years of experience.

Responsibilities

Delivering exceptional service and support to both internal and external customers
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.
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.
Completes problem resolution for customers with little guidance.
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.
Acts as a mentor to peers.
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.
Manage delivery issues - make monetary decisions based on sound business knowledge with proper escalation to SR.
Aid 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, and back-up procedures 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.