Customer Service Representative

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.

This is a fixed-term contract position.

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, handles customers non-conformance / claims ensure 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; 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 commercials) 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 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- 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- 1.5 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 the role:
- Portuguese

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,