Job Description

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration.If you’re looking for a challenge and meaningful role, you’re in the right place.

About you and this role

As a Customer Information Representative / Commercial Excellence Analyst based at Navi Mumbai, India you will work closely with customers to deliver products and solutions that create value and positively impact the world we live in. Through your contributions, you will help drive lasting results—enabling higher performance for customers and supporting Dow’s commitment to building a better future for everyone.

You will join the Customer Information Group (CIG) team in Mumbai—Dow’s contact center for supplying information about Dow products to customers, channel partners, prospects, and other stakeholders. You will respond to escalated requests for products and services and share accurate, timely information across specific Dow businesses and functions.
Responsibilities:

• Be an agent of change by promoting Dow’s reputation, by providing excellent customer service.
• Manage client contact - handle questions and requests of technical / regulatory/ sample / literature etc. from inbound calls/emails whilst giving the best customer service.
• Ensure that all customer enquiries are documented, in accordance with the performance and service standards
• Use business and process expertise to increase the service levels that we provide to the customers
• Be able to manage a complex workload with good judgment on activity prioritization.
• Able to work with different stakeholders/ partners in the organization: Product Stewards, Regulatory team, Sales and Customer Service
• Foster a collaborative environment within the team, focusing on amplifying learning, knowledge sharing, and continuous improvement

Qualifications:

• Bachelor’s degree Must. Chemical background will be an added advantage
• Proven experience in customer service, support or relevant role on emails and telephone, including strong listening, verbal and written communication.
• Must be fluent in English, knowledge of another EU language will be an asset. Capable to verbally communicate with customers and management. Commercial skills (ability to hear sales opportunities and to act upon it): Go getter attitude.
• Ability to operate computer systems with accuracy and efficiency (CRM, SAP, Microsoft Office)
• Resistance to stress and ability to prioritize

Preferred skills

• Proven experience in customer service roles, with the ability to handle technical, regulatory, and general inquiries efficiently while maintaining high service standards.
• Ability to work collaboratively with various teams such as Product Stewards, Regulatory, Sales, and Customer Service, fostering a culture of knowledge sharing and continuous improvement.
• Proficiency in using computer systems like CRM, SAP, and Microsoft Office with accuracy and efficiency, ensuring all customer interactions are well-documented and managed.

Additional notes

• We are seeking a team player who is comfortable working from the office 5 days / week.
• Relocation assistance is not available with this position.
• The ability to accommodate flexible schedule aligned with international time zone is essential.

Benefits – What Dow offers you

We invest in you.

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.

Here are just a few highlights of what you would be offered as a Dow employee:

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it.
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals.
  • Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
  • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).
• Paid time off to care for family members who are sick or injured.
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation.
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com