Customer Service Representative

Job Title :

Customer Service Representative

Summary :

In this role you are the prime contact for customer support-related activities and are responsible for providing best-in-class / excellent Customer Service for external customers and business partners (distribution) by utilizing excellent, in-depth business knowledge;

Products knowledge and Order to Cash process- Closely collaborating with ad hoc departments : SI OP; Logistics; Quality as examples non-exhaustive list.

Acting as the extended arm of the business (commercial), playing a key role in profitability drive by providing proactive support to sales and customers in perspective of ensuring execution and meeting (exceeding) customers' expectations / satisfaction.

Responsibilities Include :

Order to Cash- 3 BU’s 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 ) 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 full 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 pro-active 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) - Fluent English-Proficient in Microsoft word & basic proficiency in Excel. For MEX : Portuguese is appreciated

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

Ability to handle multiple requests and demands on time, prioritize work load 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 successfully coach others

• 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; excellent organizational skills.

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.