Customer Solutions Representative

Synthomer • Kingsport, TN

3d • Hybrid

About The Position

Responsible for coordinating all activities necessary to provide sales, service and distribution support to our customers. CSR will process all incoming domestic and/or international sales orders for by SAP entry to ensure expeditious and conscientious handling. This role works closely with external customers and their representatives, as well as a variety of Synthomer functions including Sales, Finance, Operations, Logistics, Supply Chain and others to provide value-added service and solutions resulting in long-term strategic customer relationships. This role must also understand and communicate customer requirements throughout the organization.
Become the face of Synthomer to our customers with this exciting opportunity. Join a great team in a supportive environment with a strong focus on coaching and development. Collaborate cross-functionally and learn our business.
Hybrid Work Schedule: 4 days in office / 1 day remote.

Requirements

• Bachelor’s degree
• Knowledge/experience in customer relationship management
• Knowledge/experience in Sales & Shipment of goods/products
• Outstanding communication skills, both oral and written
• Analytical mind, detail and action oriented, problem solving skills
• Excellent organization and follow-up skills
• Working knowledge of MS Ofice Package, including Excel and Word programs
• Able to set and manage multiple priorities and make decisions in a dynamic work environment
• Structured but flexible approach, ability to work both independently and collaboratively across multiple disciplines
• Work well under pressure and meet deadlines
• Able to set and manage multiple priorities and make decisions in a dynamic work environment
• Agreeable personality with a "can do" attitude

Nice To Haves

• At least two years of experience in business-to-business customer service, or 3+ years in a non B-B service role
• Customs and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transport
• SAP Sales and Distribution experience a plus

Responsibilities

• Effectively communicates the status of orders and serves as a contact point for customer inquiries, including pricing, product information, and delivery tracking.
• Receive, process, and own customer purchase orders; including customer complaints, returns, credits/debits, and customer requests.
• Initiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.
• Interface with Business Management, Marketing, Sales, Production, Quality, Safety Health & Environmental (SHE), Logistics, Shipping and Customer Financial Services to support and improve activities globally, and to deliver quality service.
• Create and maintain accurate and timely customer master data, including customer records and customer-material information.
• Maintain file and data integrity in all phases of order processing.
• Support and implement the development of global Customer Solutions standards and processes, and represent Customer Solutions on cross-functional business teams.
• Assist Performance Chemical customers with: Product Info - Samples, New / Special Orders - Order Status, Delivery Times - Product size / weight, Returned goods - Salesforce complaints/returns/credits/non-conformances, Pricing / Payment Terms / Banking / Invoicing / Credit & Debit Memos, Regulatory / inspection issues as necessary.
• Strongly adherence to creating and maintaining 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 – varies by region and role
• Healthcare – tailored to regional locations
• Parental leave and family support – maternity, paternity, adoption (aligned with regional policies)
• Working options – flexibility where it matters, based on role and business needs
• Learning & development opportunities – training, online platforms, buddy/mentorship programs, Internal Synthomer University with L&D offers
• Wellbeing support – employee assistance program (EAP), mental health resources, wellbeing initiatives
• Retirement / pension contributions – plans vary by country
• Culture of Inclusion – where everyone can thrive
• Performance culture, global reward & recognition programmes

What This Job Offers

• Job Type: Full-time
• Career Level: Senior