The Customer Service Representative is the interface between customers and the business value chain partners to deliver exceptional service to our customers and drive profitability to Dow. The Customer Service Representative provides solutions to the customer while managing operational needs and collaborating closely with functional partners (Supply Chain, Manufacturing, Marketing & Sales, SCO ie ITO…, etc.) to meet business objectives.

Core Responsibilities:

· Receives and processes the most complex customer orders, inquiries, and/or complaints covering items or products ordered.

· Proactively maintains an ongoing relationship with key customers and sales staff.

· Partners with Sales and Marketing to build effective relationships with customers in order to anticipate and deliver expectations.

· Provides guidance and assistance to new or less experienced staff.

· May conduct training for entry level Representatives.

· Records and processes orders and/or inquiries through Customer service work processes and systems.

· Provides pricing, availability, and schedule information within established guidelines and understands customer order patterns.

· Differentiates between customer requirements and Dow capabilities; chooses the best/cost effective solution.

· Checks and approves credit within established limitations, and confirms orders.

· Researches and obtains resolution of a variety of customer complaints and issues.

· Serves as communication link between customers and sales staff to assure responsiveness.

· Tracks order activity, and alerts appropriate staff of any potential delivery problems. Expedites the delivery of selected orders.

· Has an excellent working knowledge of SAP, CRM and/or other internal systems required to perform the role.

· Can coach others to provide innovative solutions for improvements using existing tool sets enabling work process and peer success.

· Is mentoring peers/new employees on the use of metrics & reporting to set team and individual goals for account and business success.

· Drives the corrective action resolution process to eliminate repeat defects and is empowered to act & resolve issues that support the account strategy.

· Act as a Focal Point & leads the coordination of activities to develops and implements solutions on customers issues and problems in cooperation with DMC MEAF Supply Chain Coordinator

Beside the above we also like the incumbent to support following Supply Chain related activities :

· Track and communicate customer demand in cooperation with Commercial / marketing -check what, when, where - and inform local SC to ensure correct execution

· Set up robust pricing process in cooperation with other regional CSRs with buy in from Commercial with clear roles and responsibilities

· Learn SC related tools to communicate with Supply Chain Planner accurate Demand from customers to enable correct balancing with supply

· Establish and maintain relationship with local warehouse in cooperation with local planner and MEAF SC Coordinator

· Be member of implementation team to implement new ways of SC / warehouses or blending facilities and communicate with affected people to ensure correct communication flow