Senior Customer Service Representative

A global leader in the chemical manufacturing industry is seeking a Senior Customer Operations Specialist to join its Customer Operations team. This is an exciting opportunity for an experienced customer service professional who thrives in a fast-paced, collaborative environment and enjoys managing the complete customer order lifecycle while serving as a trusted partner to both customers and internal business teams.

This role goes far beyond traditional customer service. You'll serve as the central point of coordination between customers, Sales, Supply Chain, Production, Logistics, Planning, and Finance to ensure orders are executed accurately from order entry through payment while delivering an exceptional customer experience.

The ideal candidate understands how to balance customer needs with business priorities, has experience supporting customer segmentation strategies and varying service models, and is comfortable navigating complex situations with professionalism and urgency.

Key Responsibilities

• Manage the complete Order-to-Cash (Order Entry through Payment) process for assigned customer accounts.
• Deliver exceptional customer service while supporting a diverse portfolio of B2B customers with varying service levels and business needs.
• Adapt communication and service approaches based on customer segmentation strategies while maintaining a consistently high level of professionalism.
• Process customer orders, changes, returns, and related transactions within SAP.
• Manage multiple shared customer inboxes while responding quickly and accurately to inquiries.
• Partner closely with Sales, Supply Chain, Logistics, Production, Planning, Transportation, and Finance to ensure timely and accurate order fulfillment.
• Coordinate shipment schedules, inventory availability, and delivery timelines while proactively communicating updates to customers.
• Resolve order, pricing, shipping, delivery, inventory, and billing issues with a strong sense of ownership and urgency.
• Maintain accurate customer records, order information, and system data within SAP.
• Prioritize multiple competing requests while balancing customer expectations and internal business priorities.
• Build strong cross-functional relationships to drive operational excellence and improve the overall customer experience.
• Participate in an on-call rotation approximately one week per month to support customer operations.

Qualifications

• 5+ years of customer service, customer operations, or Order-to-Cash experience within a manufacturing, industrial, chemical, or distribution environment.
• Strong SAP experience, particularly supporting customer orders, order management, or Order-to-Cash processes.
• Experience supporting customer segmentation strategies or tiered service models with varying customer priorities and service expectations.
• Experience collaborating across Sales, Supply Chain, Logistics, Production, Planning, Transportation, and Finance.
• Experience managing multiple shared inboxes and a high volume of customer communications.
• Excellent verbal and written communication skills with a polished, customer-focused approach.
• Highly organized with exceptional attention to detail and strong time management skills.
• Ability to prioritize competing demands while maintaining accuracy in a fast-paced environment.
• Confident, resilient professional with the ability to navigate challenging customer situations with professionalism and composure.

Preferred Qualifications

• Experience with in the chemical manufacturing industry strongly preferred.
• Experience supporting logistics, transportation coordination, inventory management, or supply chain operations.
• Experience working with strategic or key customer accounts.
• Bachelor's degree preferred but not required.