Customer Excellence Representative

2350-The Chemours Company FC, LLC; Wilmington (DE); On-site; USD 74,000 - 116,000; Full time

Job summary

Chemours is seeking a Customer Excellence Representative (CER) to join the North America Customer Excellence team. The CER will own the customer experience from order placement through delivery, resolving complex issues and collaborating across functions to deliver a best-in-class experience.

Key responsibilities include managing the Order-to-Cash process, coordinating with Sales, Supply Chain, and Finance, and leading continuous improvement initiatives to optimize customer satisfaction and

Qualifications

• Bachelor's Degree or equivalent combination of education and relevant experience.
• Experience in customer service, customer experience, commercial operations, supply chain, or related business functions.
• Strong customer-focused mindset with demonstrated ability to build and maintain relationships.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Ability to collaborate effectively across multiple functions and organizational levels.
• Ability to influence and drive outcomes without direct authority.
• Proficiency with Microsoft Office applications including Excel, Outlook, Word, and PowerPoint.
• Experience working within ERP and CRM systems.

Responsibilities

• Own the customer experience from order placement through delivery and advocate for solutions that support customer success.
• Manage end-to-end Order-to-Cash processes: onboarding, order entry, monitoring, pricing, returns, invoicing and AR disputes.
• Collaborate with Sales, Supply Chain, Demand Planning, Manufacturing, Logistics, Product Management, and Finance to resolve issues and improve processes.
• Lead continuous improvement initiatives to enhance customer experience and operational efficiency and support digital tool adoption.

Skills

Customer service

Cross-functional collaboration

Communication

Problem-solving

MS Office

Education

Bachelor's degree or equivalent

Tools

SAP

Salesforce

ERP systems

Job description

As we create a colorful, capable and cleaner world through chemistry, we invite you to join our team to harness the power of chemistry to shape markets, redefine industries and improve lives for billions of people around the world.

JOB SUMMARY

Chemours is seeking a Customer Excellence Representative (CER) to join our dynamic Customer Excellence team. This position is part of the Advanced Performance Materials (APM) commercial organization and reports directly to the North America Customer Excellence Manager.

The Customer Excellence Representative serves as the primary advocate for both the customer and Chemours, owning the customer experience from order placement through delivery. This role is responsible for managing customer relationships, executing key Order-to-Cash activities, resolving complex business challenges, and collaborating across functions to deliver a best‑in‑class customer experience.

The CER partners closely with Sales, Supply Chain, Manufacturing, Demand Planning, Delivery Team, Warehouse, Logistics, Finance, Product Management, and other business functions to proactively identify and resolve issues, improve business processes, and drive customer satisfaction and loyalty.

Responsibilities

Customer Relationship Management

Serve as the primary customer contact for assigned accounts. Develop and maintain strong customer relationships built on trust, responsiveness, and business partnership. Understand customer needs and advocate for solutions that support both customer success and business objectives. Proactively communicate order status, supply risks, delivery updates, and issue resolution plans. Gather and share customer insights with commercial and operational teams.

Manage the end-to-end Order-to-Cash process, including:

Customer onboarding and account maintenance

Order entry, modifications, and returns processing

Order monitoring from receipt through delivery

Pricing implementation and maintenance

Customer complaint initiation and coordination

Invoice and accounts receivable dispute resolution

Compliance with internal controls and business procedures

Sharing customer feedback and insights with the sales team

Cross-Functional Collaboration

Partner closely with Sales, Supply Chain, Demand Planning, Manufacturing, Logistics, Product Management, Finance, and other stakeholders. Coordinate resolution of complex customer, order, supply, pricing, and delivery issues. Balance customer expectations with business objectives while maintaining strong customer relationships. Support customer business reviews and commercial initiatives.

Continuous Improvement & Digital Enablement

Lead and participate in continuous improvement initiatives that enhance customer experience and operational efficiency. Identify opportunities to simplify processes and eliminate inefficiencies. Support adoption and improvement of digital tools and business systems. Provide feedback and recommendations to improve business processes and system functionality. Support forecasting, demand planning discussions, and business reviews through data-driven insights.

The following is required for this role:

• Bachelor's Degree or equivalent combination of education and relevant experience.
• Experience in customer service, customer experience, commercial operations, supply chain, or related business functions.
• Strong customer-focused mindset with demonstrated ability to build and maintain relationships.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Ability to collaborate effectively across multiple functions and organizational levels.
• Ability to influence and drive outcomes without direct authority.
• Proficiency with Microsoft Office applications including Excel, Outlook, Word, and PowerPoint.
• Experience working within ERP and CRM systems.

The following is preferred for this role:

• Experience supporting B2B customers within manufacturing, chemical, industrial, or related industries.
• Knowledge of Order-to-Cash processes.
• Hands‑on experience with SAP, Salesforce or similar CRM platforms.
• Strong planning, organizational, and project management skills.

Pay Range

In our pursuit to be the greatest place to work, we know that a critical element to enhancing our employee experience is to assure we’re operating with a solid foundation of trust. At Chemours, this means being transparent about how we pay our employees for the work that they do. Pay Range (in local currency): $73,947.00 - $115,542.00 Chemours Level: 23 Annual Bonus Target: 6% The pay range and incentives listed above is a general guideline based on the primary location of this job only and not a guarantee of total compensation. Factors considered in extending a compensation offer include (but are not limited to) responsibilities of the job, experience, knowledge, skills, and abilities, as well as internal equity, and alignment with market data. The incentive pay is dependent on business results and individual performance and subject to the terms and conditions of the specific plans.

At Chemours, you will find sustainability in our vision, our business and your future. If you want to work on the leading edge of your field and have a desire to make a difference, join Chemours and discover what it means when we say "We Are Living Chemistry." Every day Chemours delivers Trusted Chemistry that enables products and technologies that people rely on to live better and thrive. A global leader in industrial and specialty chemicals, our chemistry enables vital innovations from high-performance computing, artificial intelligence (AI), and advanced electronics to batteries for electric and low-emissions vehicles, climate friendly cooling, paints and durable coatings for advanced infrastructure, and more. Through our three businesses – Thermal & Specialized Solutions, Titanium Technologies, and Advanced Performance Materials – we deliver chemistry-based innovations that solve our customers’ biggest challenges.

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