Customer Service Specialist

Dow Chemical International Private Limited; Mumbai, Navi Mumbai; On-site; INR 550,000 - 900,000; Full time

Job summary

Dow Chemical International Private Limited is seeking a Customer Service Specialist to act as the primary liaison between customers and Dow’s value chain partners. You will manage end-to-end OTC, process international orders, and collaborate with logistics and planning to ensure exceptional service and profitability.

Ideal candidates are customer-focused, proactive, and capable of juggling multiple priorities in a dynamic global environment, with strong problem-solving and communication skills,

Qualifications

• Bachelor's degree in any discipline.
• 3–5 years of experience in Customer Service, Order Management, or Order-to-Cash processes.
• Experience handling international customer orders.
• Experience in export order processing and documentation.
• Working knowledge of SAP ERP systems preferred.
• Understanding of LC processes and international trade documentation preferred.
• Experience in a shared service center or multinational environment is an added advantage.

Responsibilities

• Manage end-to-end Order-to-Cash (OTC) processes, including order entry, fulfillment, and order management.
• Process international and export customer orders while ensuring accuracy and timely delivery.
• Collaborate with logistics, supply chain, and other cross-functional teams to support customer requirements.
• Develop strong customer relationships by understanding business needs and providing effective solutions.
• Resolve customer issues proactively while maintaining high service levels and customer satisfaction.
• Optimize service delivery by balancing customer expectations with business capabilities and cost-effective solutions.
• Support commercial growth initiatives, ensure regulatory compliance, and monitor performance metrics to drive operational excellence.

Skills

Customer focus

Relationship management

Communication

Analytical thinking

Stakeholder management

Cross-functional collaboration

SAP proficiency

Microsoft Office

Multitasking

Attention to detail

Teamwork

Education

Bachelor's degree

Tools

SAP ERP

Job description

Job Summary

As a Customer Service Specialist, you will serve as the primary point of contact between customers and Dow's business value chain partners. In this role, you will be responsible for delivering exceptional customer service while managing complex order fulfilment activities and supporting business profitability. You will collaborate with cross-functional teams including Manufacturing, Supply Chain, Logistics, Marketing Sales, and Planning to ensure seamless customer support and operational excellence.

The ideal candidate is customer-focused, proactive, and capable of managing multiple priorities in a dynamic international business environment. Strong problem-solving skills, commercial awareness, and the ability to build strong customer relationships are critical to success in this role.

Responsibilities

• Manage end-to-end Order-to-Cash (OTC) processes, including order entry, fulfillment, and order management.
• Process international and export customer orders while ensuring accuracy and timely delivery.
• Collaborate with logistics, supply chain, and other cross-functional teams to support customer requirements.
• Develop strong customer relationships by understanding business needs and providing effective solutions.
• Resolve customer issues proactively while maintaining high service levels and customer satisfaction.
• Optimize service delivery by balancing customer expectations with business capabilities and cost-effective solutions.
• Support commercial growth initiatives, ensure regulatory compliance, and monitor performance metrics to drive operational excellence.

Qualifications

• Bachelors degree in any discipline.
• Minimum 3-5 years of experience in Customer Service, Order Management, or Order-to-Cash processes.
• Proven experience handling international customer orders.
• Experience in export order processing and documentation.
• Working knowledge of SAP ERP systems preferred.
• Understanding of Letter of Credit (LC) processes and international trade documentation preferred.
• Experience working in a shared service center or multinational environment is an added advantage.

Your Skills

• Strong customer focus and relationship management skills. Excellent verbal and written communication skills.
• Effective stakeholder management and cross-functional collaboration.
• Strong analytical and problem-solving capabilities.
• Ability to make sound business decisions in a fast-paced environment.
• High attention to detail and accuracy.Proficiency in SAP and Microsoft Office applications.
• Ability to manage multiple priorities and meet deadlines.
• Continuous learning mindset with adaptability to changing business needs.
• Strong interpersonal effectiveness and teamwork skills.

Additional Notes

• Experience supporting global customers across different regions and time zones is highly preferred.
• Knowledge of Incoterms, export compliance, shipping documentation, and international trade regulations will be an advantage.
• Familiarity with customer service metrics such as OTIF (On-Time In-Full), order cycle time, and customer satisfaction measures is desirable.
• Candidates with experience in chemicals, manufacturing, supply chain, or shared services environments are encouraged to apply.
• Flexibility to support business requirements and collaborate with global teams when needed.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.