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Customer Service Representative

3 months ago

Mumbai, Maharashtra, India Dow Full time

At Dow, we believe in putting people first and we're passionate about delivering integrity, respect and safety to our customers, our employees and the planet.

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength.

We're a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future.

Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you're looking for a challenge and meaningful role, you're in the right place.

About you and this role - What you would do in this role


The CS Representative interfaces with customers and multiple business and functional partners to deliver exceptional service to customers and profitability to Dow.

By building successful relationships, they pull together and align multiple internal resources and capabilities, toward the goal of zero defect customer satisfaction.

They manage the entry of orders, from initial contact with the customer or electronic channel, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer.

In the event of a service failure, the Customer Service Representative initiates the corrective action for resolution of the failure, and takes the lead position in resolution for the customer.

It is expected they know what it takes to go above and beyond the daily calls from customers; to build customer loyalty and confidence.

Responsibilities - Duties, projects, tasks, and activities you would be responsible for in this role.

  • Perform Order Management Activities: Handles routine and nonroutinecustomer order activities, including managing customerdemand, following up on samples, complex order entry (i.e.consignment) guiding and leading the activities of the orderprocess utilizing work process, business strategy, and best practiceto ensure high quality service. Many CSR's manage customerinventory, using telemetry or other automated systems, with a highdegree of accountability.
  • Display Customer Advocate Leadership: Requires the desireand determination to meet and exceed customer expectations. Champions customer needs across all Dow functions. Realizes and anticipates how events and trends are likely to affect the customer's future needs and satisfaction. CSR's meet the demand of customer requirements through appropriate sense of urgency, with competing priorities. They leverage many internal resources to optimize customer satisfaction with cost to serve objectives for Dow. Intimate with customer plans, objectives and demands, through customer visits, account team activities and interactions.
  • Execute System and

Technology Requirements:

Execute complex work processes through multiple systems and technology including: SAP, Rail Fleet System, Elemica, Telemetry, and Document Control System as examples.

The integration of the system requires knowledge of Supply Chain, Customer Financial Services, Planning and Invoicing. High degree of systems knowledge and understanding is required.

  • Problem Solver: Makes recommendations to leverage Dow resources and capital to create business opportunities for Customer Success. Demonstrates persistence in overcoming resistance or objections leads conflict resolution and reaches winwin agreements. Uses knowledge of Dow and Business strategies to make decisions and take action that improve performance in their area of responsibility.
  • Order Entry: Utilizing the ERP system to accurately and timely place customer orders. The CSR typically works with a very complex combination of order scenarios, such as multiple sourcing location, various modes of transport, and hundreds of products. The CSR must analyze the Business Service Standards to meet customer needs while supporting Business functional performance. This requires the ability to multitask with critical thinking skills.
  • Accountability for Action: Demonstrates urgency, acts promptly and quickly removes road blocks while assessing multiple opportunities. This requires prioritization by impact, and accountability for taking actions that keep things moving forward.
Qualifications - Required education, experience, knowledge, skills, and abilities that are needed for this role (must haves).

  • Bachelors degree.
  • Proficiency using SAP and other technology and systems. Work process aptitude is critical to success.
  • Exceptional interpersonal skills with the ability to be versatile and flexible with team members, business partners and customers, while effectively influencing others and managing outcomes.
  • The ability to manage conflicting priorities, prioritizing both customer and company requirements while acting in a professional manner.
  • CSR must possess the confidence and ability to proactively address customer issues, busi