Customer Service Representative - Trinseo LLC
Bristol, PA
About the Job
Trinseo is a different kind of global materials company – at the intersection of people, technology, and customers. We are a world leader in the production of plastics and latex binders. Our culture is built on passion and innovation.
A career at Trinseo presents a unique opportunity to work in a highly collaborative environment. Helping customers solve their most complex material challenges is the reason we come to work each day. We are seeking innovative thinkers – ready to tackle any challenge and passionate about delivering value.
As a global materials solutions provider focused on delivering innovative and sustainable solutions to our customers, we need people to feel respected and included so they can be more creative, innovative, and successful. We strive to create workplaces that reflect all communities and customers we serve and where everyone feels empowered to bring their full, authentic selves to work. That's why we're fully committed to inclusion across race, gender, age, religion, identity, and experience to drive us forward every day.
Overview (Scope of Role)
The Customer Service Representative (CSR) will be responsible for the entire fulfillment process of orders, interfacing with customers, sellers and all internal parties to ensure internal/external satisfaction in support of business objectives. The individual will report to regional order fulfillment leader.
This is a hybrid role based in Bristol, PA. 2 days a week in office to be expected, subject to change as needed.
Responsibilities:- Order / Account Management: CSRs are responsible for all activities that require a direct interface with the customer. They coordinate the service /support from other functions, inside and/or outside of the company, to ensure that customers receive the product exactly as requested, with proper documentation. This includes understanding the requirements of the customers, accurately entering order attributes, following up and prioritizing shipments (product allocation) based upon product availability, expediting shipments if necessary, initiating corrective action for resolution as required, and taking the lead position in resolution of issues on behalf of customers.
- Order Processing / Fulfillment: Utilizing the ERP system and various order management tools, the CSR, I is expected to accurately and timely place routine customer orders. The CSR, I typically works with a basic set of order scenarios. The CSR, I must understand and apply the various Business Service Standards to meet customer needs while supporting business and functional performance. This requires the ability to multi-task, with critical thinking skills.
- Execute System and Technology Requirements: Execute complex work processes through multiple systems and technologies. The CSR, I will be required to understand the basic systems for order management such as SAP ECC and occasionally will require support and coaching.
- Customer Advocate & Relationship Management: Requires the desire and determination to meet and exceed customer expectations. The CSR, I meets the demands of customer requirements through appropriate sense of urgency, while managing competing priorities. They leverage internal and external resources to optimize customer satisfaction while balancing against cost to serve objectives for Trinseo. The CSR, I often times have C rated customers or less complex A/B customers.
- Problem/Issue Resolution: The CSR, I possesses basic problem resolution skills that requires balancing impact to the customer and the business. The CSR, I will often times have to work closely with a coach, leader, or mentor on difficult scenarios. They must demonstrates persistence in overcoming resistance to ensure resolution to current issue.
- Demand Management (including allocation of product): The CSR I, is expected to manage customer demands against product availability. They must understand the Commercial Organization and Supply Chain order management requirements to optimize material flow. Includes monitoring and coordination of available resources, and working with internal and external partners to understand and negotiate the best solution for both the Customer and Trinseo.
- Business & Sales Support: Align with the Business and Commercial Organization to effectively provide support for their business strategies. Understand business planning and account team objectives. Support activities include, but are not limited to: Order Readiness facilitation, pricing template oversight/assistance, Evaluation/education on cost to serve, recommendation on best service options, Sample and lead follow up, Forecasting assistance, Metrics analysis, and Sales Trend Analysis.
- High School Diploma Required; postsecondary education in related field preferred
- 5+ years of Customer Service / Order Fulfillment experience
- 2+ years of Customer Service / Order Fulfillment experience in a manufacturing, supply chain environment preferred
- Ability to learn SAP/ECC and other technology and systems
- SAP S4 experience is a plus
- Exceptional interpersonal skills
- Ability to manage conflicting priorities
- Ability to proactively address customer issues and business requirements
- Must have strong, mature teamwork skills and a desire to work within a team environment.
- Key Competencies
- Work Process, Systems and Technology Expertise: Knowledge of SAP ECC and other applicable order/receivables management systems and tools. Able to manage routine scenarios with ease. Appropriately engages support resources for new scenarios.
- Initiative: Escalates Issues appropriately when identified to help ensure proper solutions are being identified.
- Problem Solving: Ability to utilize basic problem solving skills to address customer and business issues. Recognizes problems and seeks appropriate support when identifying conflicts.
- Interpersonal Skills: Effectively interacting with others, no matter the status. Relates well with everyone regardless of background.
- Business/Market Knowledge/Products and Capabilities: Represents customer needs across all functions and understands basic business service standards. Comfortable balancing conflicting/competing priorities. Seeks guidance as needed from internal and external resources to optimize customer satisfaction.
Diversity And Inclusion
With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day. Race, gender, ethnicity, country of origin, age, personal style, sexual orientation, physical ability, religion, life experiences and many more factors contribute to this diversity.