About you and this role
The most senior Customer Service role that interfaces between customers and the business value chain partners to deliver exceptional service to our customers and drive profitability to Dow. Provides solutions to the customer while managing operational needs and collaborating closely with functional partners (Manufacturing, Marketing & Sales, Supply Chain, etc.) to meet company objectives. Uses conceptual knowledge and experience to complete a range of assignments and tasks, with need of limited guidance and direction.
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
•Maintains service levels according to business prioritization.
•Provides support to other team members with strong knowledge/working experience & Coordination on CS related tasks
•Finds solutions for more complex matters and looks proactively for improvements in daily operation
•Acts as focal point for key systems, tools or business processes.
•CS related project engagement and contribution
Required Qualifications:
•Bachelors Degree or above
•At least 3-5 years of related working experience
•Knowledge of Order Handling process in SAP/ERP environment
Skills:
•Strong communication skills and interpersonal effectiveness
•Strong Customer service mindset and customer engagement
•Critical thinking and proactive problem solving
•Strong collaborative spirit and team work
•Strong business acumen, intermediate functional/system knowledge
•Logical thinking
•Data-driven mindset
