Job Title:

Sr. Customer Service Representative

Summary:

In this role, you will be the primary contact for customer support-related activities. You will provide best-in-class or excellent customer service for external customers and business partners (distribution) by leveraging excellent, in-depth business knowledge, product knowledge, and the Order-to-Cash process. You will closely collaborate with various departments, such as SIOP, Logistics, and Quality, though this is not an exhaustive list.

You will function as an extension of the business (Commercial) and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction.

Please note that this role requires on-site presence five days per week, Monday through Friday.

Due to the minimum requirement for fluent English language skills - please include an English version of your CV when applying

Responsibilities Include:

• Efficiently process Order-to-Cash activities from contract management to credit & debit note editions - all order types & customers (EDI, Export), execution as a focus.

• Receives, enters, handles customers non-conformance / claims ensure proper feedback is provided: Drive complaints entry accuracy complaints coding / coordinators assigned / complaint description.

• Execution of complaint decision: credit notes / debit notes / return of material (coordinate with carriers, customers, warehouse)

• Drive complaints resolution: Act as the interface communication flow between sales, logistic services and all other support departments Finance, Product Stewardship, Trade Compliance, Quality.

• Keep clients informed proactively about claim status and take appropriate actions to maximize Momentive ability to serve. 

• Act as the front-line business role (aside commercials) for all inquiries related to claim management, service and supply chain to ensure full satisfaction of customers on products, services and features.

• Analyze data from SAP: open claim reports and identify the follow-up actions needed.

• Build sustainable relationship of trust through open and pro-active communication.

• Serve as backup for other account specialists outside the normal backup schedule.

• Responsible for after-hours phones on a rotational basis depending on the business need.

• Participate on functional and related projects.

• Participate in both internal and external order management audits

Qualifications:

The following are required for the role

• Bachelor’s degree with at least 3 years of customer service/account management or similar experience.
• Customer focused mindset with the ability to develop business relationships with internal / external customers and suppliers.
• Proficiency in Microsoft Office; some experience with SAP (SD module) or similar enterprise systems
• Native Portuguese speaker with fluency in English.
• Proficient in Microsoft word & basic proficiency in Excel
• Significant customer relations experience in complex international and ever-changing environments;
• Ability to handle multiple requests and demands on time, prioritize workload depending on needs of customer and business for on-time completion of each request
• Display strong business acumen enabling to take initiative and ownership of difficult customer situations
• Inspires top performance in others by example of work ethic and job performance with proven ability to successfully coach others
• Keen sense of customer relations illustrated by effective communication (verbal and written) and interpersonal skills;
• Attentive to details;
• Ability to maintain composure under stress, a sense of urgency when performing tasks; excellent organizational skills.

The following are preferred for the role: 

• Proficiency in Incoterms and export documentation.
• Intermediate Spanish proficiency, in addition to fluency in English and Portuguese.
• Experience in the Chemical industry, construction products, building materials or distribution-based businesses.
• Experience managing the end-to-end order management process within an international business environment
• Master's degree

#LI-AW1 

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

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