Customer Service Representative

Location

Northbrook, IL | United States

Job description

Job Description

Stepan Company is hiring a Customer Service Rep for our Northbrook, IL location.
Role Responsibilities:

• Manage all aspects of the customer order fulfillment process which includes from order entry through delivery.
  • This includes but not limited to: Communicate, coordinate and collaborate with customers to ensure that all facets of the order fulfillment process, from negotiation and material inventory fulfilling, is being communicated in a timely manner.
  • Troubleshoot and resolve by taking appropriate action to ensure customer satisfaction, which would include price, service, and delivery adjustments to retain and achieve overall business goals with the customer.
  • Communicate with internal business partners to ensure alignment across the organization, including cross functional alignment during the order fulfillment process. The activities in this role require higher complexity of touch points outside and throughout the company with internal business units (production planning, transportation, sales).
• Manage and maintain SAP customer master and text instructions, ensuring they are up to date and meeting customer requirements.
• Design, develop, and produce weekly and monthly performance metrics for customer accounts. This includes but is not limited to: customer specific scorecards for key accounts, ad hoc on time service, line fill and order management inquiries, business team scorecards, and customer complaint and return metrics. Proactively utilize this data to collaborate and drive change across the organization.
• Re-evaluate, recommend and implement changes to order management policies and procedures to improve the customer experience. Participate in and drive continuous improvement processes to improve service and balance total cost to serve in collaboration with other stakeholders and functions internally and externally.
• Identify, lead projects, and implement improvements in Order Management and Logistics cost out efforts and activities. This would include partnering with the commercial and supply chain organizations to implement cost reductions and supply chain efficiencies as it relates to the end to end supply chain and total cost to serve. 
• Active participation on business teams directly related to account responsibility. Serve as order management and logistics representative and subject matter expert for the organization.
• Lead, manage, and coordinate Stepan Supply Chain Execution Agreements (SCEAs) with customers to align operational expectations and identify and close any gaps in capability. Prepare documentation and manage periodic reviews of existing SCEAs.

Qualifications

• 0-2 years of experience, Supply Chain or chemical industry strongly preferred
• SAP Experience preferred

Education

• Bachelor's Degree Required; with a focus in Supply Chain preferred 

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Stepan Company does not accept or retain unsolicited resumes or phone calls and/or respond to them or to any third party representing job seekers.

Established in 1932, Stepan Company is a major manufacturer of basic and intermediate chemicals including surfactants, polymers, as well as specialty ingredients that go into consumer, household, and institutional products such as laundry detergents, shampoos, and surface cleaners. Stepan Company currently has 22 global manufacturing locations and over 2,500 employees. We have a strong record of growth. Our growth allows us to provide meaningful career opportunities and stability to our team members. We have big goals at Stepan and know every team member will be crucial to achieving our objectives. Regardless of function, we are looking for team members who bring with them a growth mindset, an entrepreneurial spirit, and the ability to thrive in an evolving environment.

We celebrate diversity at Stepan and are committed to creating a diverse, inclusive environment. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other status protected by applicable law.

Job tags

Salary