Sr. Customer Service Advisor

Indorama Ventures; The Woodlands (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

WellHub / TotalPass

Life insurance

Job summary

Indorama Ventures is seeking a Senior Customer Service Advisor in The Woodlands, TX to oversee order and issue management for key accounts. You will mentor teammates, train staff, and collaborate across sales, logistics, credit, and supply chain to ensure timely order processing.

You will resolve complex customer issues, maintain high accuracy, and support audits. Strong English and optional Spanish, plus SAP experience, are valued in this role.

Qualifications

• Bachelor’s degree in business or related field.
• Associate’s degree with 4+ years of related experience.
• High School Diploma with 6+ years related experience.
• 3-5 years of relevant work experience.
• English, Spanish a plus
• Proficient in Microsoft Excel, Microsoft Word, and Outlook.
• Demonstrated SAP experience – Preferably in Order to Cash/Sales and Distribution.
• Ability to perform effectively in a self-directed team and other departments.
• Maintains a positive attitude and composure under stress.
• Ability to resolve difficult issues and work with cross-functional departments.

Responsibilities

• Manage order/workload to meet service levels.
• Maintain open orders per internal processes.
• Communicate with customers on orders and product information.
• System and process subject matter expert guidance.
• Lead team escalations and provide backup support.

Skills

Strong communication

Organizational skills

Analytical skills

Customer service experience

Mentoring / Training

Education

Bachelor’s degree in business or related field

Associate’s Degree with 4+ years of related experience

High School Diploma with 6+ years related experience

Tools

Microsoft Excel

Microsoft Word

Outlook

SAP (Order to Cash/Sales & Distribution)

Job description

The Woodlands, TX

Full time

JR101570

Have you ever thought about being part of a company that reimagines chemistry every day to build a better world?

That’s the purpose of Indorama Ventures, and we want you with us on this journey!

We are looking for innovative, collaborative professionals who are ready to embrace the challenge of working in a company that is constantly expanding internationally.

We value flexibility, partnership, and believe that the impact of our actions goes far beyond the chemical industry.

Here, diversity matters.

Our work environment is inclusive, diverse, and guided by respect, ethics, and equal opportunities for all.

What we’re looking for:

A Senior Customer Service Advisor is responsible for delivering exceptional service and support to both internal and external customers. This role involves managing orders and relationships for assigned accounts and serving as a subject matter expert on systems, policies, and products. Additionally, the advisor provides training and handles issue escalation for team members. A Senior Customer Service Advisor should possess strong communication, organizational, and analytical skills, along with the ability to manage complex and urgent issues, collaborate with cross-functional teams, and mentor other customer service advisors.

Effectively manages a heavy workload of complex accounts with the upmost professionalism and a high degree of accuracy. Effectively manages operational issues and resolves customer complaints timely with appropriate level of communications to the impacted parties. Key responsibility areas for the Sr CSA are Order/Issue Management, Relationship Management, and Process/Team Support.

Order/Issue Management

• Effectively and efficiently manages workload to ensure order counts, calls, and email volumes are addressed within service levels.
• Manages open orders by adhering to established internal processes & procedures to ensure consistency within the department.
• Establishes and maintains effective communication with customers, responding to inquiries on orders, products and assisting with general information.
• Expert in system requirements, policies, and procedures as outlined in our quality and business management guidelines.
• Assist Supply Chain in material redirects and/or movement of old or slow-moving inventories.
• Resolve complex customer issues in a professional and timely manner.
• Support Internal and Customer Audit requests as assigned.
• Management of specialty accounts as assigned.

Relationship Management

• Partners with sales team and shares information to effectively manage the customer experience and identify growth opportunities.
• Support coworkers in best practices and teamwork toward achieving an exceptional customer experience.
• Portrays a positive and professional image of the company and self with interacting with customers and colleagues.
• Partners with manufacturing, logistics, credit, supply chain, technical, commercial, and pricing to ensure orders are processed timely and meet customer requirements and manufacturing capabilities in the respective areas.
• Work on Special Projects as assigned.

Process/Team Support

• Demonstrates proficiency in multi-tasking, resolving complex issues, to manage teammate escalations.
• Primary lead to assigned support team to assist in daily workload, manage escalations, and provide back up support during planned and unplanned staff shortages.
• Responsible for oversight of workload balancing in assigned coverage areas.
• Responsible for one or more key process areas (Returns, Complaints, Ship-to requests, document retention, etc.)
• Additional tasks and projects as assigned by Supervisor and/or Customer Service Manager.
• Participate on “Go Team” for Business Continuity/Disaster Recovery.
• Provides after-hours support on a rotational basis.
• Subject Matter Expert on systems and processes within Customer Service.
• Provides UAT as requested for system upgrade and process changes.

• Bachelor’s degree in business or related field.
• Maybe substituted with Associate’s Degree with 4+ years of related experience.
• High School Diploma with 6+ years related experience.
• 3-5 years or relevant work experience.
• English, Spanish a plus
• Proficient in Microsoft Excel, Microsoft Word, and Outlook.
• Demonstrated SAP experience – Preferably in Order to Cash/Sales and Distribution.
• Ability to perform effectively in a self-directed team and other departments; obtaining assistance when needed.
• Maintains a positive “can do” outlook, rebounds quickly from frustrations and unpleasantness, and maintains composure and friendly demeanor while dealing with stressful situations.
• Ability to resolve difficult and complex issues and to work with cross-functional departments.
• Able to maintain high volumes of requests with quick and accurate turnaround time.
• Effective interpersonal and communication skills – verbal and written.
• Ability to organize, prioritize, and perform multiple tasks with minimal supervision.
• Strong analytical, problem solving, and decision-making skills.
• Demonstrate sense of urgency, flexibility, and adaptability.
• Able to support On Call escalation.

What do we offer?

A competitive compensation package, including:

• Health insurance
• WellHub / TotalPass
• Life insurance
• And other exclusive benefits

The division you’ll be joining is a global leader in the chemical industry. We offer a broad portfolio of solutions and high delivery standards to markets such as Crop Solutions, Home and Personal Care, Coatings, Energy & Resources, and Performance Products.

Here, you can make a difference. Join us!

Indovinya is the global specialty chemical and surfactants division of Indorama Ventures, dedicated to delivering high value‑added and sustainable solutions that help industries move forward responsibly. With operations across 10 countries, 15 manufacturing locations, and 7 R&D centers worldwide, Indovinya combines deep scientific expertise with strong application know‑how to support customers across a broad range of markets.

As a leading producer of nonionic surfactants and ethylene oxide in the Americas and one of the largest ethoxylation companies globally, Indovinya serves key industries including Personal Care, Home Care, Crop Solutions, Coatings & Performance Solutions and Energy & Resources. Through close collaboration and tailored innovation, the company develops high‑performing solutions designed to meet evolving market needs.

Guided by the belief that chemistry can transform the world, Indovinya advances responsible progress by creating solutions that enhance everyday products, enable cleaner energy, improve agricultural efficiency, and promote safer and more sustainable manufacturing practices.