Customer Solutions Representative

Synthomer plc; Beachwood (OH); Hybrid; USD 55,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Discretionary global bonus scheme

Discretionary LTIP for senior roles

Healthcare tailored to regional needs

Parental leave and family support

Learning & development opportunities

Wellbeing support

Retirement / pension contributions

Culture of Inclusion

Job summary

Synthomer plc in Beachwood, OH, is seeking a Customer Solutions Coordinator who will own customer purchase orders, handle inquiries, and coordinate with Sales, Finance, Operations, Logistics, and SHE to ensure on-time delivery and accurate data.

You will be the face of our customer service, building long-term relationships, supporting international and domestic accounts, and helping to optimize processes through collaboration and data integrity.

Qualifications

• Bachelor’s degree and knowledge of CRM and sales processes.
• Experience in customer service and order management.
• Strong communication, problem-solving, and multitasking skills.

Responsibilities

• Receive, process, and own customer purchase orders, including inquiries and issues.
• Coordinate with Sales, Finance, Operations, Logistics, and SHE to ensure timely delivery.
• Maintain accurate customer master data and respond to pricing and delivery questions.
• Provide exceptional service to international and domestic customers and escalate when needed.

Skills

Customer relationship management

Sales & order coordination

Communication skills

Analytical thinking

Organization & follow-up

MS Office (Excel/Word)

Education

Bachelor’s degree

Tools

SAP SD

Microsoft Excel

CRM software

Job description

Synthomer is a leading supplier of high-performance, highly specialised polymers and ingredients that play vital roles in key sectors such as coatings, construction, adhesives, and health and protection – growing markets that serve billions of end users worldwide. Headquartered in London, UK and publicly listed there since 1971, we employ c.3,900 employees across our 5 innovation centres of excellence and more than 29 manufacturing sites across Europe, North America and Asia. Around 20% of our sales volumes are from new and patent protected products.At our innovation centres of excellence in the UK, Germany, China, Malaysia and Ohio, USA we collaborate closely with our customers to develop new products and enhance existing ones tailored to their needs, with an increasing range of sustainability benefits. Since 2021, we have been proud holders of the London Stock Exchange Green Economy Mark, which recognises green technology businesses making a significant contribution to a more sustainable, low-carbon economy.Responsible for coordinating all activities necessary to provide sales, service and distribution support to our customers. CSR will process all incoming domestic and/or international sales orders for by SAP entry to ensure expeditious and conscientious handling. This role works closely with external customers and their representatives, as well as a variety of Synthomer functions including Sales, Finance, Operations, Logistics, Supply Chain and others to provide value-added service and solutions resulting in long-term strategic customer relationships. This role must also understand and communicate customer requirements throughout the organization.Become the face of Synthomer to our customers with this exciting opportunity. Join a great team in a supportive environment with a strong focus on coaching and development. Collaborate cross-functionally and learn our business.Hybrid Work Schedule: 4 days in office / 1 day remote.Effectively communicates the status of orders and serves as a contact point for customer inquiries, including pricing, product information, and delivery tracking.Receive, process, and own customer purchase orders; including customer complaints, returns, credits/debits, and customer requests.Initiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.Interface with Business Management, Marketing, Sales, Production, Quality, Safety Health & Environmental (SHE), Logistics, Shipping and Customer Financial Services to support and improve activities globally, and to deliver quality service.Create and maintain accurate and timely customer master data, including customer records and customer-material information.Maintain file and data integrity in all phases of order processing.Support and implement the development of global Customer Solutions standards and processes, and represent Customer Solutions on cross-functional business teams.Assist Performance Chemical customers with:o Product Info - Sampleso New / Special Orders - Order Statuso Delivery Times - Product size / weighto Returned goods - Salesforce complaints/returns/credits/non-conformanceso Pricing / Payment Terms / Banking / Invoicing / Credit & Debit Memoso Regulatory / inspection issues as necessary.o Strongly adherence to creating and maintaining a safe work environment for self and others.Required QualificationsBachelor’s degreeKnowledge/experience in the following:o Customer relationship managemento Sales & Shipment of goods/productsOutstanding communication skills, both oral and writtenAnalytical mind, detail and action oriented, problem solving skillsExcellent organization and follow-up skillsWorking knowledge of MS Ofice Package, including Excel and Word programsAble to set and manage multiple priorities and make decisions in a dynamic work environmentStructured but flexible approach, ability to work both independently and collaboratively across multiple disciplinesWork well under pressure and meet deadlinesAble to set and manage multiple priorities and make decisions in a dynamic work environmentAgreeable personality with a "can do" attitudePreferred QualificationsAt least two years of experience in business-to-business customer service, or 3+ years in a non B-B service roleCustoms and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transportSAP Sales and Distribution experience a plusMultilingual a plusLean Six Sigma training a plusExperience using an ERP system (SAP, Oracle, AS-400)Global Benefits OverviewCompetitive, market-aligned compensationDiscretionary global bonus schemeDiscretionary Long-Term Incentive Plan (LTIP) – for senior positionsCompany car or car allowance – varies by region and roleHealthcare – tailored to regional locationsParental leave and family support – maternity, paternity, adoption (aligned with regional policies)Working options – flexibility where it matters, based on role and business needsLearning & development opportunities – training, online platforms, buddy/mentorship programs, Internal Synthomer University with L&D offersWellbeing support – employee assistance program (EAP), mental health resources, wellbeing initiativesRetirement / pension contributions – plans vary by countryCulture of Inclusion – where everyone can thrivePerformance culture, global reward & recognition programmes