Senior Customer Service Advisor

Job Description:

Senior Customer Service Advisor (Order Management)

Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals with 2022 revenues of approximately $8 billion from our continuing operations. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than 60 manufacturing, R&D and operations facilities in approximately 30 countries and employ approximately 7,000 associates within our continuing operations. For more information about Huntsman, please visit the company's website at www.huntsman.com

Job Scope

The Senior Customer Service Advisor (CSA)is Huntsman's "face to the customer" overseeing and ensuring seamless execution of the customer ordering processes. The Customer Service Advisor is knowledgeable in the systems, policies, and products for the business they report through. Must be able to serve both internal and external customers and be aware of how to get things done through the established processes and deploy Huntsman resources to effectively manage customer orders from receipt through delivery. Must be able to track and improve efficiency and effectiveness through a defined set of metrics and key performance indicators. Must be able to handle a large workload on a tight schedule with a high degree of accuracy and correspond in a professional manner.

In summary, as a Customer Service Advisor (CSA), you will:

Order Management

• Manage the day-to-day relationships and orders for identified customer accounts, ensuring proficient and knowledgeable customer service is provided with a sense of integrity and trust.
• Perform all job duties by following required company and/or department processes in handling customer orders, issues, product returns, order cancellations, complaints, quotes, documentation requests, same-day order entry and data maintenance.
• Have good working product knowledge.
• Manage any issues that may arise in a timely manner towards resolution, including alternate escalation protocols.
• Ensure proper application of service standards (“business rules”) to the customer ordering and delivering processes.
• Provide regular feedback and pro-active communication to the customer and/or sales representatives regarding the status of the accounts.
• Manage order blocks working close to other functions as Finance/Credit, Supply Chain Planning and Logistics.
• Contribute to attain and improve customer services metrics and key performance indicators as time to enter orders, order confirmation time, number of orders and line items, order changes and cancellations, and others defined by the group.

Employee Activities

• Manage workload including order count, call and email volumes, including proficiency in multi-tasking, resolving competing priorities, meeting requested deadlines, troubleshoot issues, and provide excellent written and verbal communication with required parties.
• Be the subject matter expert on matters relevant to systems and processes. Perform user acceptance testing as required.
• Handle additional responsibilities without affecting day to day activities.
• Employ safe work practices and actively participate in EH&S initiatives.
• Follow company and departmental attendance, punctuality, and other policies.
• Demonstrate customer service core values, defined by our mission statement.

Relationship Management

• Work closely with manufacturing, logistics, credit, supply chain, technical, commercial, pricing, and other key stakeholders to ensure timely and accurate order processing and delivery in accordance with customer requirements and manufacturing capabilities, and respond to internal and external issues, product returns, and complaints, following any issues through to completion with a sense of urgency.

Support Management

• Design, maintain, and send reports.
• Manage additional calls, emails, faxes, or other duties to ensure proper coverage, while pro-actively communicating to team lead/manager the need for additional assistance.
• Offer viable solutions to problems and aid in implementation of suggestions for improvement and other project work and considered a “go to” person on the team.
• Assist other employees in accomplishment of Huntsman company goals.

Employee Development

• Develop product knowledge, service offerings, processes, back-up procedures, and industry conditions to enhance service and sales to the customers through personal training, individual inquiry, and development plans.
• Serve as a mentor to new and struggling employees.
• Identify areas of continued learning and the desire for self-development is required.
• Complete company required training programs.

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

All candidates are expected to work at our office in AFZ, Heredia on Mondays, Wednesdays, and Thursdays. Please note that there may be occasions where additional office days are required, due specific business needs.

The candidate must have an unrestricted right to work for Huntsman in Costa Rica

Hold US VISA

Minimum Qualifications

• Bachelor’s degree preferable in a quantitative field (business, economics, logistics, foreign trade, finance, engineering, etc.). Degree can be substituted by 5+ years of overall experience, with previous experience in customer service, ideally as part of a global organization.
• Minimum 3-4 years of experience in at least one of the following areas: Order Management, Customer Service, Sales, Finance, procurement, Logistics and Supply Chain roles
• Language: English and Spanish - written and spoken proficiency.

Skills and knowledge

• Skills to multitask and prioritize workload and achieve objectives in a timely manner.
• Skills to think independently, make decisions, and influence outcomes.
• Typing, accurate data entry skills, and precision to communicate clearly both written and orally.
• Good knowledge and ability with IT software, with experience in SAP preferred,
• Proactive and self-motivated approach, with excellent communications skills and an ability to interact with stakeholders at all levels in the business.
• Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
• Risk assessment: coordinated response actions with other departments to identify and manage possible risks.
• Prioritized and strategized for necessary change requirements, further communicated to clients and key stakeholders.

Preferred Qualifications

• SAP Sales & distribution and CRM modules experience.
• Manufacturing industry or similar industry experience

Huntsman offers unsurpassed opportunities to build a successful future. Our diverse portfolio creates a range of career fields including manufacturing, research and development, technical services, sales and marketing, customer service - and the list goes on.

Here, you can make an impact and make a difference. Come join us.

Huntsman is proud to be an equal opportunity workplace and is an affirmative action employer. We provide equal employment opportunities (EEO) to all qualified applicants for employment, without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identification, sexual orientation and/or expression or any other characteristic protected by law in every location in which we have facilities national or local.

Please refer to https://www.huntsman.com/privacy/online-privacy-notice for Company’s Data Privacy and Protection information.

All unsolicited resumes presented by recruitment agencies are treated as pro bono information or service.

Huntsman is aware of a scam involving fraudulent job offers. Huntsman does not make job offers until after a candidate has submitted a job application and has participated in a face-to-face interview. Please be advised that emails from Huntsman always end in “@huntsman.com” and that any job offer that requires payment or requires you to deposit a check is likely a scam. If you have questions about any open positions at Huntsman, please visit our Careers website at http://www.huntsman.com/corporate/a/Careers.

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