Senior Customer Service Representative

Senior Customer Service Representative

The Position is the prime contact for order related activities and is responsible for providing best in class / excellent customer service for external customers and business partners (distribution) by utilizing excellent, in-depth business knowledge; Products knowledge and Order to Cash process- Closely collaborating with ad hoc departments: SI OP; Logistics; Quality as examples – non exhaustive list. Acting as the extended arm of the business (commercial), playing key role as profitability drive by providing proactive support to sales and customers in perspective of ensuring execution and meeting (exceeding) Customer's expectations/ satisfaction as well as serve as an internal Subject Matter Expert.

Responsibilities Include:

Order to Cash- 3 BU's –Business Segments designated- Regional Scope

Efficiently process Order-to-Cash activities from Contract Management to Order Management through order confirmation; ad-hoc invoicing till delivery at customer site – all order types & customers (EDI; Export…) Execution as a focus.

• Keep clients informed proactively about order 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 products, service and supply chain to ensure full satisfaction of customers on products, services and features.
• Analyze data from SAP reports to identify open issues and take action
• Act as the interface communication flow between Sales, Demand Planners, logistic services and all other support departments- Product Stewardship; Trade Compliance; Quality.
• Receives, enters, handles customers non-conformance / claims ensure proper feedback is provided.
• Build sustainable relationship of trust through open and pro-active communication.

Responsible for Subject Matter Export Activities, projects and analysis includes:

• Coach Account Specialists on day-to-day troubleshooting & how to resolve process problems
• Act as Subject Matter Expert (SME) as well as coach and provide back up support on the following process: consignment, export, samples, month end management and others SAP test and validate process as assigned.
• 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 on functional and related projects

Participate in both internal and external order management audits Fully Accountable (RACI) for Execution (order management / not order creation)

• Execution (= From the time order is being created until customers gets the good)
• Enhance Momentive image and level of Service = Ability to Serve (OTIF/ NPS)
• Debit and Credit note management (Billing accuracy) – Co shared with Quality
• Coordinate Claim management process.

KPI's: Punctuality- (OTIF)- Debit & Credit Note rate / Billing accuracy- Response time to Customer / Incomplete orders rate (distressed order); NPS

Customers; Commercial; Demand Planners, SI&OP logistics + the support departments: Product Stewardship; Trade Compliance; Quality.

At least 3 times per year: Customer Visits + Commercial trade shows aside with commercials

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 and Thai language speaking to handle Thailand customers
• Able to shift to different work time calendar (Thailand time) per business request
• 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 successfully coach others
• 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; excellent organizational skills.

Preferred:

• Experience in chemical industry ideal.

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.

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, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law. To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations. Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.