Customer Care Representative II

Synthomer is a leading supplier of high-performance, highly specialised polymers and ingredients that play vital roles in key sectors such as coatings, construction, adhesives, and health and protection - growing markets that serve billions of end users worldwide. Headquartered in London, UK and publicly listed there since 1971, we employ c.3,500 employees across our 5 innovation centres of excellence and more than 28 manufacturing sites across Europe, North America and Asia. Around 20% of our sales volumes are from new and patent protected products.

At our innovation centres of excellence in the UK, Germany, China, Malaysia and Ohio, USA we collaborate closely with our customers to develop new products and enhance existing ones tailored to their needs, with an increasing range of sustainability benefits. Since 2021, we have been proud holders of the London Stock Exchange Green Economy Mark, which recognises green technology businesses making a significant contribution to a more sustainable, low-carbon economy.

Responsible for coordinating all activities necessary to provide sales, service and distribution support to our customers. CSR will process all incoming domestic and/or international sales orders for by SAP entry to ensure expeditious and conscientious handling. This role works closely with external customers and their representatives, as well as a variety of Synthomer functions including Sales, Finance, Operations, Logistics, Supply Chain and others to provide value-added service and solutions resulting in long-term strategic customer relationships. This role must also understand and communicate customer requirements throughout the organization.

Become the face of Synthomer to our customers with this exciting opportunity. Join a great team in a supportive environment with a strong focus on coaching and development. Collaborate cross-functionally and learn our business.

Hybrid Work Schedule: 4 days in office / 1 day remote.

Primary Responsibilities:

• Effectively communicates the status of orders and serves as a contact point for customer inquiries, including pricing, product information, and delivery tracking.
• Receive, process, and own customer purchase orders; including customer complaints, returns, credits/debits, and customer requests.
• Initiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.
• Interface with Business Management, Marketing, Sales, Production, Quality, Safety Health & Environmental (SHE), Logistics, Shipping and Customer Financial Services to support and improve activities globally, and to deliver quality service.
• Create and maintain accurate and timely customer master data, including customer records and customer-material information.
• Maintain file and data integrity in all phases of order processing.
• Support and implement the development of global Customer Solutions standards and processes, and represent Customer Solutions on cross-functional business teams.

• Assist Performance Chemical customers with: o Product Info - Samples o New / Special Orders - Order Status o Delivery Times - Product size / weight o Returned goods - Salesforce complaints/returns/credits/non-conformances o Pricing / Payment Terms / Banking / Invoicing / Credit & Debit Memos o Regulatory / inspection issues as necessary. o Strongly adherence to creating and maintaining a safe work environment for self and others.

Required Qualifications

• Bachelor’s degree
• Knowledge/experience in the following: o Customer relationship management o Sales & Shipment of goods/products
• Outstanding communication skills, both oral and written
• Analytical mind, detail and action oriented, problem solving skills
• Excellent organization and follow-up skills
• Working knowledge of MS Ofice Package, including Excel and Word programs
• Able to set and manage multiple priorities and make decisions in a dynamic work environment
• Structured but flexible approach, ability to work both independently and collaboratively across multiple disciplines
• Work well under pressure and meet deadlines
• Able to set and manage multiple priorities and make decisions in a dynamic work environment
• Agreeable personality with a "can do" attitude

Preferred Qualifications

• At least two years of experience in business-to-business customer service, or 3+ years in a non-B2B service role
• Customs and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transport
• SAP Sales and Distribution experience a plus
• Multilingual a plus
• Lean Six Sigma training a plus
• Experience using an ERP system (SAP, Oracle, AS-400)

Global Benefits Overview

• Competitive, market-aligned compensation

• Discretionary global bonus scheme

• Discretionary Long-Term Incentive Plan (LTIP) - for senior positions

• Company car or car allowance - varies by region and role

• Healthcare - tailored to regional locations

• Parental leave and family support - maternity, paternity, adoption (aligned with regional policies)

• Working options - flexibility where it matters, based on role and business needs

• Learning & development opportunities - training, online platforms, buddy/mentorship programs, Internal Synthomer University with L&D offers

• Wellbeing support - employee assistance program (EAP), mental health resources, wellbeing initiatives

• Retirement / pension contributions - plans vary by country

• Culture of Inclusion - where everyone can thrive

• Performance culture, global reward & recognition programmes