Responsible for perfect order fulfillment within the order to cash processes to ensure customer satisfaction. Order to cash includes order entry, pricing verification, customer service/problem resolution, assists with collections and master data maintenance.
-Ensure perfect order fulfillment of orders and resolve issues as required.
-Gain approval from sales management to provide billing adjustments.
-Key customer service contact for customers and/or service providers.
-Maintain key internal relationships including marketing, sales, supply chain planning, shippoints, ESHA, QAC and QAS, application development, product management, Credit, Financial Shared Services, and Procurement.
-Support preventive and corrective action in personal area of influence.
-Update customer master information in SAP including clarifying and recommending credit limits in coordination with Credit Management.
-Interact with third party service providers (i.e. Freight Forwarders, Carriers, Terminal/Warehouses, Vendors).
-Adhere to SOX Controls.
-Process sample requests by following responsible care guidelines and approvals.
-Support and train customers on e-business platforms.
-Monitors and ensures resolution of order and delivery blocks.
-Provide price confirmation to the customer, perform price verification between SAP and customer PO, and maintain communication about pricing to the account manager and sales management.
-Proactive process all billing related adjustments (return, credit/debits.)
-Analyze data to identify and eliminate the root cause of related exceptions.
-Investigate invoice exception.
-Coordinate the Quality Notification process by receiving customer complaint and entering into SAP. Coordinate swift resolvement of the complaints and respond to customer with resolution.
-Responsible for coordinating all customer queries and requests for product literature, reports, paperwork, quality and product stewardship information.
-Ensure compliance of department to safety targets, ISO, Sarbanes Oxley, and Regulatory.
-May visit strategic customers together with Account Manager.
-Forward important customer information to the responsible Marketing and Sales Management, CSE, Product Management, Planning & Scheduling and coordination of relevant actions at customer relevant processes.
Bachelor’s degree and 3 years customer service experience (not call center)
-Troubleshooting/problem solving skills
-Ability to build relationships.
-Team player
-Ability to handle stressful situations
-Understanding of exports/imports, regulations, letters of credit, revenue recognition, documentation requirements, regulated products.
-Fluency in spoken and written English.
Celanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We are committed to sustainability by responsibly managing the materials we create for their entire lifecycle and are growing our portfolio of sustainable products to meet increasing customer and societal demand. We strive to make a positive impact in our communities and to foster inclusivity across our teams. Celanese is a Fortune 500 company that employs more than 11,000 employees worldwide with 2024 net sales of $10.3 billion.
For more information, visit www.celanese.com.
For Celanese product news about our Engineered Materials offerings, follow @CelaneseEngineeredMaterials on LinkedIn.
