Sr. Customer Service Representative

Nouryon•Houston, TX

16d•Onsite

About The Position

The Senior Customer Service Representative manages complex order fulfilment activities while serving as a key customer contact for a designated business line. This role requires independent decision-making, strong cross-functional collaboration, and deep product and process knowledge to deliver exceptional customer service, support commercial strategies, and meet operational performance targets.

Requirements

Working knowledge and hands-on experience with SAP
Strong proficiency in Microsoft Office tools (Excel, PowerPoint, Visio, and related applications), with the ability to adapt to new technologies and keep pace with ongoing digital innovation
Proven problem-solving skills, with the ability to troubleshoot issues and quickly develop effective solutions
A self-directed, proactive working style and the ability to perform effectively with minimal supervision
Excellent communication skills, with the ability to collaborate and communicate clearly across functions, seniority levels, and global teams
A bachelor’s degree or equivalent relevant work experience, preferably within order management in a manufacturing environment
Understanding of how production processes, cycle times, and capacity planning impact order management and customer fulfillment
Experience in B2B Customer Service or exposure to a similar customer-facing function
Solid working knowledge of Microsoft Office applications
Experience with CRM systems is preferred

Responsibilities

Execute the order entry and order fulfillment processes for a given business line with a high degree of complexity, interfacing with internal and external customers in compliance with laws, regulations, and Nouryon procedures
Maintain a thorough understanding of business products, applications, and service offerings
Independently make customer-facing decisions to maintain service levels, applying in-depth knowledge of business-specific products, applications, and services
Coordinate activities for assigned customer accounts, proactively address issues, and implement solutions with significant autonomy
Strengthen customer intimacy by building strong relationships, understanding customer needs, and gathering market intelligence
Differentiate between customer requirements and Nouryon capabilities to determine the most effective and cost-efficient solutions with limited oversight
Support and contribute to commercial strategies with Nouryon customers
Ensure established processes and best practices are followed, with effective process controls in place to maintain service levels
Adapt quickly to new instructions and shifting organizational priorities with flexibility and resilience
Deliver on key operational KPIs, including order confirmation time, first-time-right performance, and number of touches per order
Proactively collaborate with cross-functional teams such as Business Lines, Sales, Logistics, Planning, Controlling, and Production
Support the onboarding of new Customer Service Representatives through training and knowledge transfer
Perform month-end closing activities as a backup for the Customer Service Supervisor when required
Act as a subject matter expert in cross-functional project teams, contributing insights on current processes and future-state improvements
Drive the Client Account Team concept by servicing Key Accounts at an expert level
Participate in testing system changes as a Customer Service SME