Sr. Customer Service Representative

Nouryon; Houston (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

Nouryon in Houston, TX, is seeking a Senior Customer Service Representative to manage complex order fulfillment and act as a primary customer contact for a designated business line. The role requires independent decision-making, cross-functional collaboration, and deep product knowledge to deliver service excellence and support commercial strategies.

You will execute order entry and fulfillment, maintain product knowledge, and make customer-facing decisions to sustain service levels with

Qualifications

• Bachelor's degree or equivalent relevant work experience.
• Experience in B2B Customer Service or similar customer-facing function.
• Hands-on SAP experience.
• Proficiency with Microsoft Office tools.

Responsibilities

• Manage complex order entry and fulfillment processes.
• Act as key customer contact for designated business line.
• Collaborate cross-functionally with Sales, Logistics, Planning, and Production.
• Support commercial strategies and meet performance targets.
• Deliver on KPIs like order confirmation time and accuracy.
• Assist in onboarding new Customer Service Representatives.
• Perform month-end closing backup duties when needed.
• Lead in testing system changes as a Customer Service SME.

Skills

MS Office

Problem solving

Communication skills

Self-directed

Cross-functional collaboration

Customer service

Education

Bachelor's degree or equivalent

Tools

SAP

CRM systems

Excel

Job description

About the job

The Senior Customer Service Representative manages complex order fulfilment activities while serving as a key customer contact for a designated business line. This role requires independent decision-making, strong cross-functional collaboration, and deep product and process knowledge to deliver exceptional customer service, support commercial strategies, and meet operational performance targets.

In your future role as a Senior Customer Service Representative, you will

• Execute the order entry and order fulfillment processes for a given business line with a high degree of complexity, interfacing with internal and external customers in compliance with laws, regulations, and Nouryon procedures
• Maintain a thorough understanding of business products, applications, and service offerings
• Independently make customer-facing decisions to maintain service levels, applying in-depth knowledge of business-specific products, applications, and services
• Coordinate activities for assigned customer accounts, proactively address issues, and implement solutions with significant autonomy
• Strengthen customer intimacy by building strong relationships, understanding customer needs, and gathering market intelligence
• Differentiate between customer requirements and Nouryon capabilities to determine the most effective and cost-efficient solutions with limited oversight
• Support and contribute to commercial strategies with Nouryon customers
• Ensure established processes and best practices are followed, with effective process controls in place to maintain service levels
• Adapt quickly to new instructions and shifting organizational priorities with flexibility and resilience
• Deliver on key operational KPIs, including order confirmation time, first-time-right performance, and number of touches per order
• Proactively collaborate with cross-functional teams such as Business Lines, Sales, Logistics, Planning, Controlling, and Production Support the onboarding of new Customer Service Representatives through training and knowledge transfer
• Perform month-end closing activities as a backup for the Customer Service Supervisor when required
• Act as a subject matter expert in cross-functional project teams, contributing insights on current processes and future-state improvements
• Drive the Client Account Team concept by servicing Key Accounts at an expert level
• Participate in testing system changes as a Customer Service SME

We believe you bring

• Working knowledge and hands-on experience with SAP
• Strong proficiency in Microsoft Office tools (Excel, PowerPoint, Visio, and related applications), with the ability to adapt to new technologies and keep pace with ongoing digital innovation
• Proven problem-solving skills, with the ability to troubleshoot issues and quickly develop effective solutions
• A self-directed, proactive working style and the ability to perform effectively with minimal supervision
• Excellent communication skills, with the ability to collaborate and communicate clearly across functions, seniority levels, and global teams
• A bachelor's degree or equivalent relevant work experience, preferably within order management in a manufacturing environment
• Understanding of how production processes, cycle times, and capacity planning impact order management and customer fulfillment
• Experience in B2B Customer Service or exposure to a similar customer-facing function
• Solid working knowledge of Microsoft Office applications
• Experience with CRM systems is preferred

Good to know

• This is a full-time onsite position in Houston, TX and will report directly to the Customer Service Supervisor.

About Nouryon

Explore careers and life at Nouryon

Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment.

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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.

We have already chosen our sourcing channels for this recruitment and kindly ask not to be contacted by any advertisement agents, recruitment agencies or staffing companies.