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.
The most senior Customer Service role that interfaces between customers and the business value chain partners to deliver exceptional service to our customers and drive profitability to Dow. Provides solutions to the customer while managing operational needs and collaborating closely with functional partners ( Marketing & Sales, Supply Chain, etc.) to meet company objectives. Uses expertise knowledge and experience to complete a range of assignments and tasks, with need of limited guidance and direction.
Responsibilities / Duties:
- Executes the order entry process and manages the order fulfillment process for business and customers, which are typically key customers, high value and/or margin value centers, or scenario’s 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 value centers or business unit.
- Provides support or guidance 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.
- Acts as focal point amongst CSR team to liase with commercial team
- Identify and deliver value added services to our customers.
- Works effectively as part of a team and contributes to team goals.
Critical success factors:
- Interpersonal effectiveness
- Strong communication skills
- Understanding customer needs
- Ability to solve medium complex problems
- Strong business acumen, intermediate functional/system knowledge
- Organizational agility
- Ability to work independently in a highly integrated team and communicate well with diverse groups of people across all levels and cultures.
- Strong multi-tasking skills and ability to handle multiple priorities.
- Ability to effectively negotiate with internal partners and customers to achieve a positive outcome.
- Consistent positive attitude that adds to our effectiveness and positive culture.
- Proficiency in SAP systems
- English proficiency is a must .
- Thorough knowledge of respective work process and other integrated work processes, technologies, and applications (Order Receipt & Handling, Payment Receipt & Handling, Pricing, SAP, productivity and e-tools).
Experience:
- Required education: Bachelor’s Degree
- 5-10 years’ experience preferred
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 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.
- 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
Dow (NYSE: DOW) is one of the world’s leading materials science companies, serving customers in high-growth markets such as packaging, infrastructure, mobility and consumer applications. Our global breadth, asset integration and scale, focused innovation, leading business positions and commitment to sustainability enable us to achieve profitable growth and help deliver a sustainable future. We operate manufacturing sites in 30 countries and employ approximately 36,000 people. Dow delivered sales of approximately $43 billion in 2024. References to Dow or the Company mean Dow Inc. and its subsidiaries. Learn more about us and our ambition to be the most innovative, customer-centric, inclusive and sustainable materials science company in the world by visitingwww.dow.com.
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 www.dow.com.