OMNOVA Solutions Inc.

  • Customer Care Representative

    Job Locations US-OH-Beachwood
    Posted Date 3 weeks ago(6/29/2018 11:57 AM)
    Job ID
    Customer Service
  • Who is OMNOVA Solutions?

    OMNOVA Solutions is a specialty chemicals and functional surfaces company, whose technologies enhance the performance of a wide variety of well-known products across the globe. We are proud to offer "The Science in Better Brands."

    What are we looking for?

    This position is in a team setting in Beachwood, OH reporting directly to the Customer Care Regional Manager with functional accountability to a Customer Care Team Leader. Role will coordinate incoming domestic and/or international sales orders for the Performance Chemicals Division by SAP entry to ensure expeditious and conscientious handling. This role works closely with external customers and their representatives, as well as a variety of Omnova functions including Sales, Marketing, Operations, and others to provide value-added service and solutions resulting in long-term strategic customer relationships.  This role must also understand and communicate customer requirements throughout the organization.

    Your tasks and responsibilities...

    • Communicate proactively through outbound calling to customers and/or key contacts to meet specific objectives and maximize customer experience
    • Receive, process, and own Performance Chemicals domestic and export orders using SAP
    • Initiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.
    • Interface with Business Management, Marketing, Sales, Production, Quality, SH&E, Logistics, Shipping and Customer Financial Services to support and improve activities globally, and to deliver quality service and performance as relates to order management, credits, debits, returns, scheduling, shipping.
    • Create and maintain accurate customer master data, including customer records and customer-material information.
    • Maintain file and data integrity in all phases of order processing.
    • Assist Performance Chemical customers with:

    - New / Special Orders

    - Order Status- Returned goods          

    - Insurance Claims- Regulatory / inspection issues as necessary

    - Pricing / Payment Terms / Banking / Letters of Credit / Credit & Debit Memos

    - Delivery Times

    - Product size / weight

    - Product Info

    - Samples

    • Receive, process, and follow up on customer complaints / non-conformances.
    • Strong adherence to creating and maintaining a safe work environment for self and others.

    Who you are...

    • Bachelor’s degree in supply chain management, marketing or business administration or related field, or H.S. diploma and 3+ years’ work experience
    • Knowledge/experience in the following
    • Customer relationship management
    • Sales & Shipment of goods/products
    • Outstanding communication skills
    • Good analytical mind, detail and action oriented, good problem solving skills
    • Excellent organization and follow-up skills
    • Working knowledge of MS Office Package, including Excel and Word programs
    • Able to set and manage multiple priorities and make decisions in a dynamic work environment
    • Structured but flexible approach, ability to work both independently and collaboratively across multiple disciplines
    • Agreeable personality with a "can do" attitude

    Preferred Qualification

    • At least two years of experience in business-to-business customer service, or 3+ years in a non B-B service role
    • Customs and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transport
    • SAP Sales and Distribution experience a plus
    • Multilingual a plus
    • Lean Six Sigma training a plus


    Why OMNOVA?

    The science of better careers. Come formulate yours.

    Bring your ingredients for success and together we’ll create a unique plan for your development and career growth. We recognize that without our talented employees and their passion and curiosity (which really are the backbone of our organization), we would not be where we are today. Click here to learn more about why you should join OMNOVA.


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