Customer Service Representative

Job Description:

- 1 Purpose of Position
- Responsible for the effective and timely order management.
- Ensure customers are responded to promptly and professional when dealing with the customer service team.
- Lead in working with commercial team to achieve sales targets, and effective tracking process to ensure accurate timely sales volume reporting
- Responsible to ensure continue improvements with the commercial and supply chain team, focusing on meeting the needs of the customer.
- Ensure adherence to SOX controls and other Huntsman standards
- 2 Scope of Position
- Ensure the highest service level of customer satisfaction; Responsible for order processing to delivery to customer, documentation, customer inquiries, and customer complaints; Support sales and supply chain,Actively contribute to the success of the company and support the growth requirement.
- 3. Principal Accountabilities

Customer Service Performance Management

Implement customer service policies and procedures Handle complex and escalated customer service issues Analyse relevant data to determine customer service outputs Improve customer service team quality performance by studying and redesigning process. Re-establish and communicate service KPIs, monitor and analyse. Support and implement growth strategies

Order fulfilment and Delivery Solution/Operations

Ensure that customer order requirements are clearly represented by way of order entry. Verify that Huntsman can accept all details of the order including all customers special order requirements. Ensure HPP pricing policy and approval process is strictly executed. Process orders accurately and efficiently according to established procedure Make commercial decisions objectively and within agreed guidelines while ensuring a high level of customer care. Complete all necessary administration and customer follow up as required and ensure that customer database is kept updated. This includes Customer master data, outline agreements, prices, commissions, rebates and Customer specific sales specifications. Ensure error free invoicing routines to reduce issuance of credit notes

After sales service

To ensure that all customers’ complaints are communicated to relevant sales representative. To gather information, analyse, report and propose a solution to customer with close co-operation with the sales representative and other related functions. To manage customer complaints actively and ensure that they are logged in and resolved without delay. Remain aware of the problem solving process at any point in time and ensure that the customer is kept informed on a timely basis of progress. The same applies for customer reports of non-conformances and concerns, as well as handling of customer claims. To ensure that the corrective action is promptly and accurately implemented and all the information are proper recording in the Corrective Actions database.

Imports Customs Management

Handle queries and clarifications with India customs for customer related issues Prepare required documents on time, with accuracy

Compliance

Participate where necessary in ISO and quality process to ensure procedures and working instructions are properly followed. Ensure customer service activities are fully compliance in ISO, SOX, EHS, legal etc. Ensure that all customer receive their product’s MSDS/PDS and keep a clear records and filing of the customer’s receipt confirmation; Bear in mind and remind others among teams that E&HS is the first priority during daily activities; For foreign trade, understanding of Denial Party, Trade Embargo, and Regulatory is a must. And get help form EHS when necessary.
- Major Challenges

Expected to perform in a fast paced environment and have high stress tolerance. Required to have detailed understanding of customer business, fully aware of customer needs and track order patterns. Able to adapt to dynamic environment of changing customer requirements. Able to deal with ambiguity in terms of current business processes and proposed new standards. Able to analyse and solve problems (make decision) in a fast paced environment

Strong communication skills with managing stakeholders.
- Background Knowledge Required for Position

Education:
Bachelor's degree or above, preferably major in Chemical/ Trade/ Finance.

**Experience**:
Minimum 4-5 years relevant experience in customer service.

Skills:
High sense of responsibility, proactive attitude and independent, good interpersonal skills, communications and presentation skills, good command over English (writing & speaking). MS Office. Well versed in SAP.

Additional Locations: