Customer Service Representative - Care Solutions

Eastman; Rotterdam; Hybrid; EUR 40,000 - 50,000; Full time

Job summary

Eastman in Rotterdam seeks a Customer Service Representative to manage the end-to-end Order To Cash process, handle inquiries, and collaborate with Sales, Product Management, Planning and Logistics to deliver reliable service.

The role requires handling technically complex products and coordinating with multiple teams in a multicultural environment, with office days Monday-Thursday and Friday optional home working.

Qualifications

• Bachelor’s degree or equivalent.
• Experience in Customer Service or Supply Chain in international environments.
• Experience with SAP/ERP and Salesforce CRM.
• Knowledge of O2C, logistics and global trade compliance.
• Excellent verbal and written English; other EU languages preferred.
• Strong analytical skills.

Responsibilities

• Own the end-to-end Order To Cash process and serve as primary contact for customers.
• Coordinate with Sales, Product Management, Planning and Logistics to deliver results.
• Respond to customer inquiries and feedback with accurate information.
• Resolve order and delivery issues and maintain service excellence.
• Ensure compliance and safety in all customer-facing activities.

Skills

Communication

Analytical thinking

Customer focus

Team collaboration

Education

Bachelor’s degree or equivalent

Tools

SAP ERP

Salesforce CRM

Job description

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end markets such as transportation, building and construction, and consumables. As a globally inclusive company, Eastman employs approximately 14,000 people around the world and serves customers in more than 100 countries. The company had 2024 revenue of approximately $9.4 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visitwww.eastman.com.

The Role

As Customer Service Representative (CSR) you understand internal and external customer needs, provide insights and deliver exceptional customer service in line with our standards. As primarycontact for our customers you will not only be responsible for the entire Order To Cash process butalso manage customer inquiries and feedback. You partner with internal stakeholders, such asSales, Product Management, Planning and Logistics to deliver results consistent with the businessstrategy. Because the product portfolio is diverse and complex, your priorities will change daily.

Location: Rotterdam, The Netherlands (Office days from Monday - Thursday, Friday optional working from home).

Responsibilities

As a Customer Service Representative, you are open-minded, resilient and proactive, thriving on challenges and in multicultural environments. As part of our Care Solutions business, you will support customers managing technically complex products and supply chains, coordinating closely with commercial, supply chain, logistics, and technical teams to provide accurate information, resolve order and delivery issues, and deliver reliable service in a safety- and compliance-focused environment. You adapt your approach to individual customer needs, manage expectations and relationships expertly, and proactively persuade stakeholders while applying a logical, efficiency-driven mindset to deliver tailored solutions for our customers.

Qualifications

• Bachelor’s Degree or equivalent.
• Previous experience in Customer Service, Supply Chain or Internal Sales in an International environment is preferred.
• Experience with SAP / ERP and CRM (SalesForce) system is a pre.
• Knowledge of Customer Service/O2C as well as Logistics and Global Trade & Compliance processes
• Excellent communication skills; fluent in English is required, both verbal and written. Additional EU language is preferred.
• Good analytical skills.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day