Senior Customer Service specialist

Overview

Dow is looking for a Senior Customer Service Specialist to act as the interface between customers and the business value chain partners, managing order entry, operational needs and functional collaboration.

What you'll do

• Execute the order entry process and manage the order fulfillment process for a given business or group of businesses and customers, typically key customers, high value and/or margin value centers, or high-complexity scenarios.
• Review, validate and process order requests in compliance with work process, system and business guidelines.
• Maintain thorough knowledge of the businesses' products, applications and service offerings.
• Strengthen customer intimacy by developing solid relationships, understanding customer needs and gathering market intelligence.
• Coordinate activity at assigned customer accounts and manage other accounts due to deep knowledge.
• Maintain service levels according to business prioritization.
• Differentiate between customer requirements and Dow capabilities and choose the best/cost effective solution.
• Support commercial strategies with Dow customers across multiple businesses.
• Provide support to less experienced Customer Service Specialists.
• Act as focal point for key systems, tools or business processes.
• Find solutions for more complex matters and proactively look for improvements.
• Manage medium complexity projects within the function.
• Collaborate closely with functional partners (Commercial Team, Quality Team, Supply Chain and Customer Service etc.) to meet process and functional objectives.

What you'll need

• Bachelor's degree.
• 5 years of working experience in similar roles.
• Problem solving and communication skills.
• Customer Service and business process acumen.
• Order to Cash.
• SAP MM/SD.
• Export and Inco terms understanding.

Nice to have

• Letter of Credit.

Details

• Location: Navi Mumbai, India.
• The ability to accommodate a flexible schedule aligned with international time zones is essential.