Sr. Customer Service Representative

Momentive; Itatiba; Presencial; BRL 60 000 - 90 000; Tempo integral

Resumo da oferta

Momentive is seeking a Sr. Customer Service Representative to be the primary contact for customer support activities. You will manage Order-to-Cash, collaborate with SIOP, Logistics, and Quality, and act as a profitability driver by proactive service.

This on-site role requires fluent English and Portuguese, with five days per week in the office. You will handle order management, claims, and escalations, ensure timely feedback, and coordinate with carriers, warehouse, and customers to maximize

Qualificações

• Bachelor’s degree with at least 3 years of customer service/account management or similar experience.
• Strong customer focus and ability to build business relationships with internal and external customers.
• Proficiency in Microsoft Office; experience with SAP (SD) or similar enterprise systems.

Responsabilidades

• Process Order-to-Cash activities from contract management to credit/debit notes for all order types and customers.
• Handle non-conformances/claims and ensure proper feedback is provided.
• Coordinate complaint resolution including credit notes, debits, and returns.
• Interface with Sales, Logistics and other departments to support service and supply chain.
• Proactively inform clients about claim status and actions to maximize service.
• Maintain front-line contact for inquiries related to claims, service, and supply chain.

Conhecimentos

Customer service

Account management

Communication

Multitasking

Business acumen

Formação académica

Bachelor’s degree

Ferramentas

SAP SD

Microsoft Office

Descrição da oferta de emprego

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

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

• 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.

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

About Us

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world.

Equal Opportunity Employer

We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.

Additional Information

To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.