Senior Customer Service Specialist

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

As a Senior Customer Service Representative, you will be the primary liaison between customers and internal teams, ensuring seamless order execution and exceptional service delivery. You will manage complex order-to-cash processes, resolve operational issues, and support commercial strategies across business units. You will require strong process knowledge, customer focus, team player and the ability to collaborate across functions.

Responsibilities

• Order Processing and Fulfillment: Manage end-to-end order processing and fulfillment for high-value or complex customer accounts.
• Product and Service Knowledge: Maintain deep knowledge of products, services, and business processes, and apply sourcing strategies for inter-regional operations.
• Operational Issue Resolution: Collaborate with cross-functional teams to resolve operational issues and proactively address service challenges.
• Customer Relationships and Service Levels: Build strong customer relationships, ensure service levels align with business priorities, and support commercial and customer service strategies across multiple business units.
• Team Mentoring and Performance Metrics: Mentor team members, deliver operational training, drive performance metrics (KPIs) aligned with company goals, and provide coaching and guidance to new team members.
• Audit and Compliance Support: Ensure documentation and processes are audit-ready, aligned with internal controls and external regulations, and focus on digital advancement.

Qualifications

• Bachelor's or master's degree in supply chain, Business, or a related field.
• 8-12 years of experience in customer service or order management, letters of credit and import/export order management.
• Proficient in MS Office (Excel, Outlook, PowerPoint).

Your Skills

• Strong analytical and communication skills.
• Team Player - Works well across teams and supports others.
• Proficiency in SAP and CRM systems.
• Problem Solving - Ability to manage complex scenarios and make independent decisions.
• Strong interpersonal skills and cross-functional collaboration.
• Attention to detail and process expertise - Skilled in OTC processes and ERP systems.
• Leadership - Takes Initiative, Mentors others and drives improvement

Additional notes

• No relocation support is provided on the role
• Should be flexible to work in time zones.

Benefits – What Dow offers you 

We invest in you. 
 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.  

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals.
  • Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
  • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees' Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).  
• Paid time off to care for family members who are sick or injured.  
• Paid time off to support volunteering and Employee Resource Group's (ERG) participation. 
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers' challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment. We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on