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Customer Account Specialist
Ref No.: 21-04416
Location: Columbus, Ohio
Position Overview :
The Customer Service Account Specialist position is the prime contact for order related activities and is responsible for ensuring customer loyalty by effectively managing the order process. The role will interact with multiple departments across the organization and will be responsible for taking on the challenges of balancing customer and business needs.
Job Responsibilities :
Responsible for the order management process, which includes:
  • Serve as primary point of contact for order related activities for Hexion
  • Build and maintain business relationships with customers through multiple communication channels
  • Work with associates within the department and across the organization to achieve optimal customer satisfaction
  • Input new order request and manage modifications and cancellations for both manual and electronic orders communications
  • Coordinate with plants to support on-time order shipment and manage order issues to assure that they are clear for shipment
  • Facilitate new business approvals and set up and maintain accurate customer address, contact information, and customer specific requirements
  • Ensure appropriate delegation of authority is documented and followed and perform all duties in compliance with company policies and procedures
  • Facilitate actions between multiple departments to meet customer specific needs
  • Inform sales representatives of current customer activity and order statuses as appropriate
  • Work in partnership with the credit department and plants to ensure orders are invoiced and processed in a timely manner
  • Responsible for accurate customer address and contact information as well as keep customer specific requirements file updated
  • Communicate proactively with customers on requirements, order status, forecast, open complaints, etc to ensure customer satisfaction
  • Cross-train and provide backup for other customer service team associates as required
  • Participate in both internal and external order management audits
Minimum Qualifications :
  • Bachelor's degree OR equivalent combination of education and experience
  • Should have strong oral and written communication skills
  • Ability to work effectively in a fast paced, international, multicultural environment
  • Must possess strong organization skills & be very detail oriented with the ability to adapt to changing priorities
  • Customer oriented mind set
  • Ability to work well with others to accomplish common goals
  • Experience working with Microsoft Excel and Word
  • Must be fluent in English
Education Requirements : Bachelors
Preferred Qualifications :
  • SAP experience is a plus
  • Import/export experience- customer service import/export to and from the US. Documents, tracking shipments