Senior Customer Service specialist

Dow Inc.; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Base pay & bonus

Health benefits

Retirement plan

Employee discounts

On-site facilities

Job summary

Dow is seeking a Senior Customer Service Specialist in Navi Mumbai to be the interface between customers and the value chain. You will enter orders, manage end-to-end processes, and maintain knowledge of Dow’s products and services.

You will collaborate with Commercial, Quality, Supply Chain, and Customer Service teams to meet objectives, support strategic initiatives, and improve processes. A strong focus on customer relationships and problem solving is essential.

Qualifications

• Bachelor's degree required.
• 5 years of working experience in similar roles.
• Experience with Order to Cash and SAP MM/SD is preferred.

Responsibilities

• Execute order entry and manage order fulfillment for key customers.
• Review, validate and process order requests per guidelines.
• Maintain thorough knowledge of products, applications and services.
• Strengthen customer relationships by understanding needs and gathering market intelligence.
• Coordinate activity at assigned customer accounts and manage others when needed.
• Maintain service levels according to business priorities.
• Differentiate customer needs from Dow capabilities; provide best/cost-effective solutions.
• Support commercial strategies across Dow's customer base.
• Provide guidance to less experienced Customer Service Specialists.

Skills

Problem solving

Communication skills

Customer Service

Business process acumen

Order to Cash

SAP MM/SD

Export and Incoterms

Letter of Credit

Education

Bachelor's degree

Job description

Position:Senior Customer Service specialist

Primary Location:Navi Mumbai (IND),India

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration.If you’re looking for a challenge and meaningful role, you’re in the right place.

About you and this role

Dow is a dynamic and innovative Science and Materials Company committed to delivering exceptional service to our customers while driving profitability. As a Customer Service Specialist, you will play a crucial role as the interface between our valued customers and our business value chain partners.

Join us in contributing to the success of Dow by providing solutions to customers, managing operational needs, and collaborating closely with various functional partners. Your job will be responsible of entering customer orders in an end-to-end work processes and systems. You will be responsible of maintaining Foundational customers thorough knowledge of the businesses' products, applications, and service offerings. You will manage the operational needs and collaborate closely with functional partners (Commercial Team, Quality Team, Supply chain and Customer Service etc.) to meet process and functional objectives.

You are a self-motivated person with ability to use initiative and thrive on responsibility. And also capable to work effectively in small teams and a be willing to continuously develop knowledge and skills.

Responsibilities

• Executes the order entry process and manages the order fulfillment process for a given business or group of businesses and customers, which are typically key customers, high value and/or margin value centers, or scenario’s with a high degree of complexity.
• Review, validate and process order request in compliance with work process / system and business guidelines.
• Maintains a thorough knowledge of the businesses’ products, businesses, applications, and service offerings.
• Strengthens customer intimacy by developing solid relationships, understanding customer needs and gathering market intelligence.
• Coordinates activity at assigned customer accounts and is able to manage other accounts due to deep knowledge.
• Maintains service levels according to business prioritization.
• Differentiates between customer requirements and Dow capabilities; choose the best/cost effective solution.
• Supports commercial strategies with Dow customers across multiple businesses.
• Provides support to less experienced Customer Service Specialists.
• Acts as focal point for key systems, tools or business processes. Find solutions for more complex matters and looks proactively for improvements.
• Can manage medium complexity projects within the function.

Qualifications

• Required a bachelor’s degree.
• 5 year of working experience in similar roles

Your Skills

• Problem solving and communication skills
• Customer Service and business process acumen
• Order to Cash
• SAP MM/SD
• Export and Inco term understanding
• Good to have letter of Credit

Additional notes

The ability to accommodate a flexible schedule aligned with international time zones is essential

Benefits – What Dow offers you

We invest in you.

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career.You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.

Here are just a few highlights of what you would be offered as a Dow employee:

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it.
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals.
  • Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
  • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).
• Paid time off to care for family members who are sick or injured.
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation.
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment.We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com opens in a new tab .

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