Customer Service Representative

At Nouryon, our global team of Changemakers takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society's needs - today and in the future.

In your future role as Customer Service Rep you will

• Manage the International and domestic orders for the Central America region.
• Register in SAP, process 3rd party orders and invoicing all the international orders for the region
• Negotiate product availability proposals (Backorders) with customers; escalate to products coordinator if needed; agree upon delivery dates, transport and packaging matters with customers; and update the orders accordingly
• Provide all the required information to the HUB in the US, and the International teams in the other regions in order to ship On Time in Full the customer's orders
• Keep overview of order status and be focal point in case of inquiries
• Ensure that the full "Order To Cash" (OTC) cycle for all orders processed are managed in accordance with agreed upon terms in order to optimally serve customer needs
• Secure clear communication lines between the Regional Commercial Manager, customers, ISC and supporting functional teams
• Communicate with the customer on any change to the order as well as sales agreement related matters
• Escalates to Account Managers /Regional Commercial Manager when appropriate
• Follow-up on forwarding agent alerts and inform the customer accordingly and make necessary changes in the sales order
• Follow-up on deviations in delivery dates and inform customers accordingly
• Find the best alternatives for customers and escalate to correct parties if necessary
• Follow up on credit control issues and overdue, assist in resolving overdue issues with customers
• Issue debit/credit notes (including follow up on rebate settlement) after necessary approvals.
• Issue return orders (product and empty packaging) and coordinate with customer, transport and sites according to procedures
• Own/Confirm/review master data with customer; e.g. opening hours, payment conditions. and partner details; as well as instruct Master Data management on creation and changes in customer master data via central portal
• Update customer contact details in CRM
• Create and assign customer complaint cases in CRM
• Assume responsibility to Review and Close a complaint case with the Account Mgr. being accountable. This can include customer communication
• Provide limited assistance to customers in import/export shipment clearance if applicable
• Review documents for import/export shipments

We believe you bring

• Bachelor's Degree required, Business Administration, Chemical Engineering or Chemistry degree preferred
• Customer focused (Internal & external) and result oriented
• Understanding of manufacture business environments and workflows
• Excellent communication skills, both written and oral in Spanish and English required
• Highly organized person
• Professional, tactful, friendly
• Decision making and problem-solving skills
• Effective team player
• 5-7 years customer service/sales experience in manufacturing and/or logistics preferred
• Strong Computer skills
• Knowledge of SAP, preferably in Sales and Distribution and Import/Export and customs knowledge are a plus.

We believe you have good analytical and communication skills, ability to work with deadlines and a good team player.

About Nouryon

We're looking for tomorrow's Changemakers, today.

If you're looking for your next career move, apply today and join Nouryon's worldwide team of Changemakers in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment.

Visit our website and follow us on LinkedIn.

#WeAreNouryon #Changemakers

What can Nouryon offer you?

If you share our values and ambitions, we offer a fascinating international environment that rewards your skills and enthusiasm. Our employment package comprises a competitive salary and an attractive bonus scheme. Training opportunities and internal networks enable valuable personal and professional development. And through challenging projects you will help us become first choice for our customers, shareholders and employees, all over the world. Nouryon is an Equal Opportunity Employer - Minorities / Females / Disabled / Veterans (M/F/D/V)

Application details

If you have questions on the role, please contact Antonio Hernandez.For further information on the recruitment process, please contact Paola Yetlanezi Villegas , Recruiter.

We welcome your online application via our website. Please use the apply button on this page.

A pre-employment screening may form part of the selection process.

We have already chosen our sourcing channels for this recruitment and kindly ask not to be contacted by any advertisement agents, recruitment agencies or manning companies.

About Nouryon: We are a global specialty chemicals leader. Industries worldwide rely on our essential chemistry in the manufacture of everyday products such as paper, plastics, building materials, food, pharmaceuticals, and personal care items. Building on our nearly 400-year history, the dedication of our 10,000 employees, and our shared commitment to business growth, strong financial performance, safety, sustainability, and innovation, we have established a world-class business and built strong partnerships with our customers. We operate in over 80 countries around the world and our portfolio of industry-leading brands includes Eka, Dissolvine, Trigonox, and Berol.