{"id":3333601,"url":"https://alion.io/job/synthomer-customer-care-representative-ii","title":"Customer Care Representative II","company":{"id":1903359,"name":"Synthomer","domain":"synthomer.com","url":"https://alion.io/company/synthomer","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":12,"ghost_share":0,"stale_share":0.583,"repost_share":0.083,"time_to_fill_p50_days":40,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Beachwood, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":97000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":648},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T06:23:53Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nAt 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.\nResponsible 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.\nBecome 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.\nHybrid Work Schedule: 4 days in office / 1 day remote.\nPrimary Responsibilities:\n\nEffectively communicates the status of orders and serves as a contact point for customer inquiries, including pricing, product information, and delivery tracking. \nReceive, process, and own customer purchase orders; including customer complaints, returns, credits/debits, and customer requests. \nInitiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.\nInterface 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.\nCreate and maintain accurate and timely customer master data, including customer records and customer-material information.\nMaintain file and data integrity in all phases of order processing.\nSupport and implement the development of global Customer Solutions standards and processes, and represent Customer Solutions on cross-functional business teams.\nAssist 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.\nRequired Qualifications \nBachelor’s degree\nKnowledge/experience in the following: o Customer relationship management o Sales & Shipment of goods/products\nOutstanding communication skills, both oral and written\nAnalytical mind, detail and action oriented, problem solving skills\nExcellent organization and follow-up skills\nWorking knowledge of MS Ofice Package, including Excel and Word programs\nAble to set and manage multiple priorities and make decisions in a dynamic work environment\nStructured but flexible approach, ability to work both independently and collaboratively across multiple disciplines\nWork well under pressure and meet deadlines\nAble to set and manage multiple priorities and make decisions in a dynamic work environment\nAgreeable personality with a \"can do\" attitude\nPreferred Qualifications\nAt least two years of experience in business-to-business customer service, or 3+ years in a non-B2B service role\nCustoms and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transport\nSAP Sales and Distribution experience a plus\nMultilingual a plus\nLean Six Sigma training a plus\nExperience using an ERP system (SAP, Oracle, AS-400)\nGlobal Benefits Overview\nCompetitive, market-aligned compensation\n\nDiscretionary global bonus scheme\n\nDiscretionary Long-Term Incentive Plan (LTIP) - for senior positions\n\nCompany car or car allowance - varies by region and role\n\nHealthcare - tailored to regional locations\n\nParental leave and family support - maternity, paternity, adoption (aligned with regional policies)\n\nWorking options - flexibility where it matters, based on role and business needs\n\nLearning & development opportunities - training, online platforms, buddy/mentorship programs, Internal Synthomer University with L&D offers\n\nWellbeing support - employee assistance program (EAP), mental health resources, wellbeing initiatives\n\nRetirement / pension contributions - plans vary by country\n\nCulture of Inclusion - where everyone can thrive\n\nPerformance culture, global reward & recognition programmes","description_format":"text","description_chars":5532,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Plastics & Polymers","Chemical Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-27T12:50:04Z"}],"visa":[],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":4,"expected_fill_days":40,"reasons":["conf:4","stale_co","win:early"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/synthomer-customer-care-representative-ii","json_url":"https://alion.io/job/synthomer-customer-care-representative-ii.json","meta":{"generated_at":"2026-10-30T16:10:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4242,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1903359},"rest":"https://alion.io/mcp/rest/get_company?id=1903359"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsynthomer-customer-care-representative-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsynthomer-customer-care-representative-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsynthomer-customer-care-representative-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/synthomer-customer-care-representative-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsynthomer-customer-care-representative-ii"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3333601}},{"tool":"search_jobs","arguments":{"company":"synthomer.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3333601},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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