Customer Account Specialist
Job Responsibilities
Responsible for the order management process, which includes:
- Serve as primary point of contact for order related activities for Hexion
- Build and maintain business relationships with customers through multiple communication channels
- Work with associates within the department and across the organization to achieve optimal customer satisfaction
- Input new order request and manage modifications and cancellations for both manual and electronic orders communications
- Coordinate with plants to support on-time order shipment and manage order issues to assure that they are clear for shipment
- Facilitate new business approvals and set up and maintain accurate customer address, contact information, and customer specific requirements
- Ensure appropriate delegation of authority is documented and followed and perform all duties in compliance with company policies and procedures
- Facilitate actions between multiple departments to meet customer specific needs
- Inform sales representatives of current customer activity and order statuses as appropriate
- Work in partnership with the credit department and plants to ensure orders are invoiced and processed in a timely manner
- Responsible for accurate customer address and contact information as well as keep customer specific requirements file updated
- Communicate proactively with customers on requirements, order status, forecast, open complaints, etc to ensure customer satisfaction
- Cross-train and provide backup for other customer service team associates as required
- Participate in both internal and external order management audits