Customer Service Representative

Customer Service Representative

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, 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. Please note that this role requires on-site presence five days per week, Monday through Friday.

Responsibilities include:

• Serve as the prime contact for order-related activities for Momentive.
• Build and maintain business relationships with Customers through multiple communication channels.
• Work with associates within his/her department and across the organization to achieve optimal customer satisfaction.
• Input new order requests and manage modifications and cancellations for both manual and electronic order communications.
• Coordinate with plants to support on-time order shipment and manage order issues to ensure 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 promptly.
• Communicate proactively with customers on requirements, order statuses, 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.
• Other duties as assigned.

The following are required for the role:

• Customer-focused mindset, with some experience in customer service and a desire to build strong relationships across diverse internal and external stakeholders combined with a technical or business education background.
• Familiarity with SAP (SD module) or a strong interest in learning enterprise systems.
• Strong interpersonal skills and the ability to adapt in dynamic, multicultural environments.
• Organized and adaptable, able to manage multiple tasks and prioritize based on customer and business needs. Maintains composure and professionalism under pressure.
• Proactive problem-solver with a desire to take ownership and contribute to positive customer outcomes.
• Team-oriented and leads by example through a strong work ethic and commitment to continuous learning; open to mentoring and being mentored.
• Effective communicator, both written and verbal, with an interest in developing customer relationship skills.

The following are preferred for the role:

• Experience in chemical industry.

Base Pay Range: $44,300 - $64,900. The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable.

At Momentive, compensation is one part of your overall package. We offer a fantastic variety of total rewards and development programs to support your unique needs for overall well-being and personal career aspirations.

• Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage.
• Paid parental leave for the birth of a child; adoption and surrogacy reimbursement.
• Short term disability with 100% base salary coverage.
• Company funded counseling (EAP) and assistance finding care for children, parents, or pets.
• 25 days of Paid Time Off (PTO) plus paid holidays. Additional time off with years of service.
• 401k savings plan with 5% employer match plus additional contribution based on years of service.
• Student debt pay-off program.
• Professional development programs and courses.
• Wellness programs and financial education.

Refer to the Hiring Process tab on our Careers page for a detailed description on the physical job requirements.

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.