Customer Service Representative

Nouryon; Houston (TX); Sur place; USD 35 000 - 55 000; Plein temps

Résumé du poste

Nouryon is seeking a full-time Customer Service Representative in Houston, TX. You will execute the order entry and fulfillment processes while building strong relationships with customers and internal partners.

The ideal candidate will have a Bachelor's degree, knowledge of SAP, and outstanding communication skills. This is a permanent onsite position reporting to the Customer Service Supervisor.

Qualifications

• Bachelor's degree preferred or equivalent work experience.
• Knowledge of SAP Sales & Distribution and Materials Management modules required.
• Strong Microsoft Office skills (Excel, PowerPoint, Visio, etc.).
• Demonstrated ability to troubleshoot and develop solutions quickly.
• Outstanding communication skills with various levels and functions.

Responsabilités

• Execute order entry and manage fulfillment processes.
• Maintain knowledge of products, applications, and service offerings.
• Deliver on key operational KPIs such as order confirmation time.
• Proactively interface with cross-functional teams.
• Investigate and resolve customer complaints.

Connaissances

SAP Sales & Distribution knowledge

Microsoft Office skills

Troubleshooting ability

Outstanding communication skills

B2B customer service experience

Formation

Bachelor’s degree or equivalent work experience

Outils

CRM experience

Description du poste

Job Overview

At Nouryon, we create innovative and sustainable solutions for our customers. We are seeking a full-time Customer Service Representative in Houston, TX, to ensure a seamless order experience, from entry to fulfillment, while building strong relationships with customers and internal partners.

Key Responsibilities

• Execute the order entry process and manage the order fulfillment process while interfacing with internal and external customers for a given business line with complex requirements, complying with law, regulations, and Nouryon procedures.
• Maintain a thorough knowledge of the company’s products, applications, and service offerings.
• Maintain service levels by making independent customer‑facing decisions using unique knowledge of the differing businesses, products, and services.
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions with a significant level of autonomy.
• Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Differentiates between customer requirements and Nouryon capabilities – choose the best/cost‑effective solution, unique to each business/situation with limited oversight.
• Support commercial strategies with Nouryon customers.
• Ensure established processes and best practices are utilized and effective process controls are in place, maintaining adherence to processes and service levels.
• Adhere to and execute new instructions and pivot on dynamic organizational priorities with flexibility and adaptability.
• Deliver on key operational KPIs such as order confirmation time, first‑time‑right, and number of touches per order.
• Proactively interface with cross‑functional teams such as Business Lines, Sales Teams, Logistics, Planning, Controlling, and Production.
• Enter orders in SAP following standard procedures; acknowledge and confirm order status with customers in line with cycle‑time KPIs.
• Perform order processing checks and coordinate internally to resolve issues.
• Consistently provide tactful, professional communication internally and externally, verbally and in writing.
• Coordinate internally to manage delivery issues effectively and proactively through resolution.
• Investigate and resolve any OTC related complaints in coordination with other functions.
• Provide prompt and professional responses to all customer inquiries.
• Create, release, and send invoices and other associated documentation to customers.
• Receive customer complaints, enter them in CRM, and assign appropriate investigators.
• Ensure correct execution of return orders; issue credit/debit notes with high attention to detail and accuracy when necessary.
• Regularly perform and prepare for month‑end closure checks to ensure all orders are invoiced.
• Coordinate customer requests, provide routine/OTC related documents to customers (e.g., CoA, MSDS).

Qualifications

• Bachelor’s degree preferred or equivalent work experience; preferably order management experience in a manufacturing environment.
• Knowledge of SAP Sales & Distribution and Materials Management modules required.
• Strong Microsoft Office skills (Excel, PowerPoint, Visio, etc.) and ability to keep up to date with technology changes.
• Demonstrated ability to troubleshoot and quickly develop solutions.
• Outstanding communication skills and ability to communicate with various levels and functions, including global team members.
• Understanding of how production runs, cycle times, and capacity impact order management.
• B2B customer service experience or exposure to similar function.
• CRM experience preferred.

Employment Details

This is a permanent onsite position on a full‑time basis, reporting to the Customer Service Supervisor and based in Houston, TX.

Equal Opportunity Employer

Nouryon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law.