Customer Experience Lead: Order & Relationships

Hexion Inc.; Columbus (OH); On-site; USD 42,000 - 66,000; Full time

Job summary

Hexion Inc. is seeking a Customer Service Account Specialist in Columbus, OH. The role serves as the prime contact for order-related activities and focuses on maintaining customer loyalty by effectively managing the order process across departments.

You will build strong customer relationships, coordinate with plants and sales, and ensure timely invoicing while handling modifications, cancellations, and order issues with accuracy and professionalism.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Must be fluent in the English language.
• Other languages such as Italian, French or Spanish are a plus.
• Strong oral and written communication skills.
• Ability to work effectively in a fast-paced, international, multicultural environment.
• Strong organizational skills and attention to detail with ability to adapt to changing priorities.
• Customer-oriented mindset.
• Ability to work well with others to accomplish common goals.
• Experience with Microsoft Excel and Word.
• SAP experience is a plus.

Responsibilities

• Serve as prime contact for order-related activities.
• Build and maintain business relationships with customers via multiple communication channels.
• Collaborate with internal teams to achieve optimal customer satisfaction.
• Input new order requests and manage modifications and cancellations for manual and electronic orders.
• Coordinate with plants to support on-time order shipment and resolve order issues.
• Facilitate new business approvals and maintain accurate customer records and requirements.
• Ensure proper delegation of authority and compliance with company policies.
• Coordinate actions between departments to meet customer needs.
• Inform sales representatives of current activity and order status.
• Work with credit and plants to ensure timely invoicing and processing.
• Maintain accurate customer address and contact information.
• Communicate proactively with customers on requirements and statuses.
• Cross-train and back up other customer service teammates.
• Manage customer invoice processes as needed.
• Participate in internal and external order management audits.

Skills

Fluent English

Oral & written communication

Organization & detail oriented

Customer oriented mindset

Team collaboration

Multicultural environment experience

Education

Bachelor’s degree or equivalent

Tools

Microsoft Excel

Microsoft Word

SAP experience

Job description

Hexion Inc. is seeking a Customer Service Account Specialist in Columbus, OH. The role serves as the prime contact for order-related activities and focuses on maintaining customer loyalty by effectively managing the order process across departments.

You will build strong customer relationships, coordinate with plants and sales, and ensure timely invoicing while handling modifications, cancellations, and order issues with accuracy and professionalism.