Customer Service Representative (F/M/X)

Solvay is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

About the role

Our Customer Service team, composed of 8 people, is integrated in the Order-to-Cash (OtC) department and focuses on being the primary point of contact for our customers and ensuring efficient order management in collaboration with sales, logistics, and other departments.

As a Customer Service Representative, you will work on managing customer inquiries, processing and monitoring orders, and resolving various customer issues to support smooth customer interactions. You will get the opportunity to contribute to customer satisfaction and loyalty and have a positive impact on our reputation and business efficiency. You will be accountable for:

• Serving as the primary contact for customer inquiries, providing relevant information, and resolving daily operational issues and complaints (via CRM) to ensure a professional, empathetic experience
• Executing accurate end-to-end order processing, including order encoding, invoicing, tracking, and maintaining related master data and accurate records in the SAP system.
• Coordinating tactically with planners, production sites, and the Logistics department to ensure product availability, timely shipments, and monitoring of deliveries.
• Collaborating with internal teams (Sales, Account Managers, Credit, etc.) to support comprehensive problem resolution, manage payment behaviors, and settle the billing process.
• Driving continuous improvement by identifying opportunities to enhance processes and the overall customer experience, while ensuring achievement of assigned KPIs.

We offer a fixed-term contract based on a hybrid working mode.

About you

Relevant degree or equivalent in Supply Chain, Business Studies, or related disciplines. Relevant work experience of a minimum of 3 years in customer support, logistics coordination, end-to-end order processing, or Supply Chain operations.

Competencies:

• Strong understanding of the Order-to-Cash (OtC) process, Incoterms, and customs procedures.
• Proficiency in business software applications, including Microsoft Office, SAP (or other ERP systems), and CRM software (e.g., Salesforce) for effective customer relationship management.
• Excellent verbal and written communication skills in English.

Behaviors:

• Customer-centric, empathetic, and resilient team player with excellent communication and coordination skills.
• Analytical and problem-solving mindset, demonstrating autonomy, adaptability, and the flexibility to learn quickly.
• Highly responsible and capable of working effectively under pressure to meet operational demands.

About the pay

Attractive and equitable pay for all: compensation is determined within a range to foster your development in the role. The base pay expected for this role is CNY 153,360 - CNY 191,700 per year in Shanghai, China.

Your salary may ultimately be higher or lower based on your skills and experience. Additionally, we provide a competitive total rewards package that includes a bonus and/or other incentives.

Benefits:

• Solvay Cares program: minimum of 16 weeks of parenting leave for all employees and package with healthcare, disability and life insurance coverage.
• Prioritization of well-being: work-life balance promotion, flexible approach to work part-time or hybrid work arrangements (depending on the type of job), employee assistance program with access to physical and psychological support.
• Professional development: prioritization of internal talents for career progression, access to a training platform, opportunities to join Employee Resource Groups (ERG) for experience sharing and mentorship and free language courses.

About us

Solvay, a pioneering chemical company with a legacy rooted in founder Ernest Solvay's pivotal innovations in the soda ash process, is dedicated to delivering essential solutions globally through its workforce of over 9,000 employees. Since 1863, Solvay harnesses the power of chemistry to create innovative, sustainable solutions that answer the world’s most essential needs such as purifying the air we breathe and the water we drink, preserving our food supplies, protecting our health and well-being, creating eco-friendly clothing, making the tires of our cars more sustainable and cleaning and protecting our homes.

We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.