Customer Service Representative - Tlalnepantla, México - Momentive

Descripción

Job Title:

Customer Service Representative

Summary:

In this role, you will be the primary contact for customer support-related activities. You will provide best-in-class or excellent customer service for external customers and business partners (distribution) by leveraging excellent, in-depth business knowledge, product knowledge, and the Order-to-Cash process. You will closely collaborate with various departments, such as SIOP, Logistics, and Quality, among others – though this is not an exhaustive list.

You will function as an extension of the business (Commercial) and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction.

Responsibilities Include:

Order to Cash-3 BUs–Business Segments designated-Regional Scope

Efficiently process Order-to-Cash activities from Order Management to Credit & Debit note editions - all order types & customers (EDI; Export for Direct customers & DistributorS, etc.) Execution as a focus.

Receives, enters, and handles customers' non-conformance/claims and ensures proper feedback is provided: Drive complaints entry accuracy Complaints coding/Coordinators assigned/Complaint description

Execution of complaint decision: Credit notes/Debit notes/Return of material (coordinate with carriers, customers, warehouse)

Drive complaints resolution: Act as the interface communication flow between Sales, logistic services, and all other support departments- Finance, Product Stewardship; Trade Compliance; and Quality.

Keep clients informed proactively about claim status and take appropriate actions to maximize Momentive ability to Serve.

Act as the front-line business role (aside from commercial) for all inquiries related to claim management; service and supply chain to ensure the satisfaction of customers on products, services, and features.

Analyze data from SAP: open claim reports and identify the follow-up actions needed.

Build a sustainable relationship of trust through open and proactive communication.

Serve as backup for other account specialists outside the normal backup schedule\Responsible for after-hours phones on a rotational basis depending on the business need.

Participate in functional and related projects

Participate in both internal and external order management audits

Fully Accountable (RACI) for Execution (order management/Claim Resolution)

Qualifications:

The following are required for the role

to 5 years experience as an account specialist or similar positions

Customer-focused mindset with the ability to develop business relationships with internal/external customers and suppliers

Master in SAP (SD module), proficient in Microsoft Word & Basic proficiency in Excel

Fluent English is required

Significant customer relations experience in complex international and ever-changing environments

Ability to handle multiple requests and demands on time, prioritize workload depending on needs of customer and business for on-time completion of each request

Display strong business acumen enabling to take initiative and ownership of difficult customer situations

Inspires top performance in others by example of work ethic and job performance with proven ability to coach others successfully

Keen sense of customer relations illustrated by effective communication (verbal and written) and interpersonal skills

Attentive to details

Ability to maintain composure under stress, a sense of urgency when performing tasks; and excellent organizational skills.

Flexibility to begin working at 7:00 am.

The following are preferred for this role

Portuguese language skills

Please attach an English version of your CV when submitting your application.

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What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact.Join our Momentive team to open a bright future. #BePartoftheSolution

About Us:

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer's products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.

To be considered for this position candidates are required tosubmit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.