Customer Service Specialist

Overview

Serve as the primary point of contact between customers and Dow's business value chain partners, delivering customer service and managing complex order fulfilment activities.

What you'll do

• Manage end-to-end Order-to-Cash (OTC) processes, including order entry, fulfillment, and order management.
• Process international and export customer orders while ensuring accuracy and timely delivery.
• Collaborate with logistics, supply chain, and other cross-functional teams to support customer requirements.
• Develop strong customer relationships by understanding business needs and providing effective solutions.
• Resolve customer issues proactively while maintaining high service levels and customer satisfaction.
• Optimize service delivery by balancing customer expectations with business capabilities and cost-effective solutions.
• Support commercial growth initiatives, ensure regulatory compliance, and monitor performance metrics to drive operational excellence.

What you'll need

• Bachelor's degree in any discipline.
• Minimum 3-5 years of experience in Customer Service, Order Management, or Order-to-Cash processes.
• Proven experience handling international customer orders.
• Experience in export order processing and documentation.
• Strong customer focus and relationship management skills.
• Excellent verbal and written communication skills.
• Effective stakeholder management and cross-functional collaboration.
• Strong analytical and problem-solving capabilities.
• Ability to make sound business decisions in a fast-paced environment.
• High attention to detail and accuracy.
• Proficiency in SAP and Microsoft Office applications.
• Ability to manage multiple priorities and meet deadlines.
• Continuous learning mindset with adaptability to changing business needs.
• Strong interpersonal effectiveness and teamwork skills.

Nice to have

• Working knowledge of SAP ERP systems.
• Understanding of Letter of Credit (LC) processes and international trade documentation.
• Experience working in a shared service center or multinational environment.
• Experience supporting global customers across different regions and time zones.
• Knowledge of Incoterms, export compliance, shipping documentation, and international trade regulations.
• Familiarity with customer service metrics such as OTIF (On-Time In-Full), order cycle time, and customer satisfaction measures.
• Experience in chemicals, manufacturing, supply chain, or shared services environments.
• Flexibility to support business requirements and collaborate with global teams when needed.

Details

• Location: Navi Mumbai, India.