Senior Customer Service Specialist

4 weeks ago

Navi Mumbai, India DOW CHEMICAL INTERNATIONAL PVT. LTD. 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

Dow is a dynamic and innovative Science and Materials Company committed to delivering exceptional service to our customers while driving profitability. As a Senior Customer Service Specialist, you will play a crucial role as the interface between our valued customers and our business value chain partners to deliver exceptional service to our customers and drive profitability to Dow.

Your job will be responsible of entering customer orders in an end-to-end work processes and systems. Your role would focus on providing solutions to customers while managing operational needs and collaborating closely with functional partners (Commercial Team, Marketing & Sales, Supply Chain, etc.) to meet company objectives. Uses conceptual knowledge and experience to complete a range of assignments and tasks, with need of limited guidance and direction.

Responsibilities

Execute the order entry process and manage the order fulfillment process for a designated business or group of businesses and customers, handling key, priority and foundational customers with a high degree of complexity. Review, validate and process order request in compliance with work process / system and business guidelines. Maintains a thorough knowledge of the businesses’ products, businesses, applications, and service offerings. Strengthens customer intimacy by developing solid relationships, understanding customer needs and gathering market intelligence. Coordinates activity at assigned customer accounts and is able to manage other accounts due to deep knowledge. Maintains service levels according to business prioritization. Differentiates between customer requirements and Dow capabilities; choose the best/cost effective solution. Supports commercial strategies with Dow customers across multiple businesses. Provides support to less experienced Customer Service Specialists. Acts as focal point for key systems, tools or business processes. Find solutions for more complex matters and looks proactively for improvements. Can manage medium complexity projects within the function.

Qualifications

Required education: Bachelor’s Degree 3-5 years of experience in customer service would be preferred.

Preferred Skills

Ability to solve medium complex problems Customer Service work process knowledge and business process acumen Working knowledge of SAP

Additional notes

No relocation support for this role

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 and emotional well-being, to help you get the care you need...when 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.  Become a Dow shareholder through various employee stock programs. 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.  Global Paid Time Off (PTO) policies: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. 

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 the diversity of our workforce, 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.

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