Senior Customer Service Representative

Location: Stanford Heights

Job Title:

Senior Customer Service Representative

Summary:

In this role, you will be the primary contact for customer support-related activities. You will provide best-in-class or excellent customer service for external customers and business partners (distribution) by leveraging excellent, in-depth business knowledge, product knowledge, and the Order-to-Cash process. You will closely collaborate with various departments, such as SIOP, Logistics, and Quality, though this is not an exhaustive list.

You will function as an extension of the business (Commercial) and play a key role as a profitability driver by offering proactive support to sales and customers, ensuring the execution and exceeding of customer expectations and satisfaction.

Please note that this role requires on-site presence five days per week, Monday through Friday.

Responsibilities Include:

Efficiently process Order-to-Cash activities from contract management through credit and debit note issuance, across all order types and customer profiles (including EDI and export), with a strong focus on execution.

Receive, enter, and manage customer non-conformance claims, ensuring accurate complaint entry, coding, coordinator assignment, and clear descriptions.

Execute complaint decisions, including credit/debit notes and material returns, coordinating with carriers, customers, and warehouses.

Drive complaint resolution by facilitating communication between Sales, Logistics, Finance, Product Stewardship, Trade Compliance, and Quality teams.

Proactively keep clients informed about claim status and take appropriate actions to enhance service delivery.

Act as the primary business contact (excluding commercial matters) for inquiries related to claim management, service, and supply chain, ensuring customer satisfaction with products, services, and features.

Analyze SAP data to monitor open claims and determine necessary follow-up actions.

Build and maintain trust-based relationships through open and proactive communication.

Provide backup support for other account specialists outside of the standard backup schedule.

Participate in after-hours phone coverage on a rotational basis, as required by business needs.

Contribute to functional and cross-functional projects.

Support internal and external audits related to order management.

Other duties as assigned

Qualifications:

The following are required for the role Bachelor’s degree with 3+ years of customer service/account management experience or an Associate’s degree with 5+ yearsor High School Diploma/GED with 7+ years

Strong customer focus and relationship-building across diverse stakeholders, including distributors, channel partners, contractors, sales teams and technical/field support teams

Effective communicator with strong interpersonal skills, consistently demonstrating composure, professionalism, and sound judgment under pressure

Highly organized, adaptable, and proactive problem-solver

Proven success in fast-paced, international environments, with the ability to manage multiple priorities effectively in response to evolving customer and business needs

Team-oriented and leads by example through a strong work ethic and commitment to continuous learning; open to mentoring and being mentored.

Collaborative and leads by example through a strong work ethic and dedication to continuous learning; embraces both mentoring and being mentored

Proficiency in Microsoft Office; some experience with SAP (SD module) or similar enterprise systems

The following are preferred for this role:

Experience in the Chemical industry, construction products, building materials or distribution-based businesses

Familiarity with sealants, adhesives, coatings, waterproofing, glazing, roofing, or related building envelope product categories

Experience managing the end-to-end order management process within an international business environment

Master's degree#LI-AW1

What We Offer:

Base Pay Range: $56,300 - $82,610

The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you…