Customer Service Specialist role is responsible for completing defined tasks per a documented work process in support of the order fulfillment process. The team members will partner with Customers, Commercial, Logistics and many other internal functions on the daily operations. Incumbents are responsible for ensuring quality entry and management of order requests. Team appointments will be based on skill set, competencies and related experience for the CS group.
Responsibilities:
•Review / Validate and process order request in compliance with work process / system and business guidelines.
•Full responsibility for order fulfillment, along with follow up of orders throughout the entire order cycle.
•Anticipates stakeholder expectations / unplanned event, and identifies best solution or alternative.
•Differentiate between stakeholder requirements and company offerings, choose the best /cost effective solution.
•Improve customer complaints management process through active participation in problem solving.
•Work continuously on improvements, identify root causes of defects and recommend corrective actions.
•Develop and maintain a strong working relationship with relevant business and functional groups through excellent communication skills.
•Adherence to all Compliances and Controls on work processes
•Adhere to timeliness set for each activity
•Act as team backups to other team members
Required Qualifications:
•Bachelor's Degree or above
•At least 2 years of related working experience
•Knowledge of Order Handling process in SAP environment
•Good communication skill in English
•Good Service Mindset
Skills:
Behavioral:
•Analytical Thinking
•Time Management
•Interpersonal Effectiveness
•Teamwork
•Initiatives
•Customer Focus
•Learning
•Value Creation
Functional:
•Work Process Excellence
•Develop an understanding of Dow products and business strategy
•Efficient use of SAP functionalities
•Customer Advocate
