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Customer Service Representative (870-3408)

Basic Function

This position will be responsible for handling a defined set of accounts and will serve as the interface between the customer and distributors as it pertains to the sale of products for Aramco Performance Materials (APM).

Duties & Responsibilities

  • Responsible for handling in-bound sales calls and customer communication as well as expediting and troubleshooting customer orders as per APM’s Order-to-Cash (OTC) process
  • Document and research customer issues, communicate customer complaints and assist with problem resolution in a timely and professional manner
  • Proactively interact with sales team to ensure regular communication on pricing and other customer concerns
  • Provide high-level, quality services, closely aligned with sales, to enable growth
  • Initiate the order fulfillment process and interact closely with the sales team to ensure the documentation and system entry are in compliance with standard operating procedures
  • File, maintain and update contracts and sales orders as required, route amendments and approvals within approved company guidelines
  • Coordinate customer payment in a timely and efficient manner, keep track of metrics to measure customer payment performance, and partner with Finance to verify customer payment prior to order release
  • Proactively monitor and keep customers and sales advised of product shipment dates, production schedules and delivery dates; work closely with logistics scheduling team on the status
  • Responsible for customer care and satisfaction, conducting customer service surveys, ultimately achieving customer satisfaction
  • Perform other duties as assigned by Supervisor

Education and Experience

  • High school diploma or GED equivalent required; some college or Associates degree preferred
  • Seven (7) years related experience preferably in the chemicals and manufacturing industries required; prior knowledge and familiarity with SAP as it pertains to product sales and services (e.g., order receipt, payment receipt, data analysis, etc.) highly desired
  • Must have the ability to maintain composure and a positive attitude during difficult times
  • Must possesses good organization and time management skills
  • Must be resourceful and be able to work independently or as part of a highly integrated team
  • Must communicate well with diverse groups of people across all levels and culture
  • Must possess skills and proficiency in utilizing various computer software applications (e.g., MS Office, SAP)
  • Must be customer service oriented and sales focused
  • Must have a pleasant demeanor, act with integrity and hold accountability
  • Must be able to communicate and comprehend accurately, clearly and concisely in English at a level required to perform the job as outlined
  • Must possess good work habits, a strong work ethic, and be able to adhere to company work hours, policies, and standard business etiquette


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