Customer Service Representative

Customer Service Representative

Are you the kind of person that is always thinking, sketching, seeking, and adjusting? Who needs to understand how things work and then figure out how they can work better? Are you a passionate, tenacious, solver who loves to work with others who share your drive? Are you positive, constructive, and ingenious?

Are you always solving?

Then we’d like to meet you and bet you’d like to meet us.

Ashland has an exciting opportunity for a Customer Service Representative, to join our Ashland India business at our Corporate office in Mumbai. This is a very visible, significant role within the Company and the supply chain function. This position will report to Customer Service Manager, APAC, PC BU.

The responsibilities of the position include, but are not limited to, the following:

• Hands on experience using SAP to process and manage domestic and international sales orders, to track and monitor the orders till fully completed.
• Responsible customers’ base are for India, Pakistan, Sri Lanka, Bangladesh, Nepal and other assigned markets.
• Co-ordinate closely with various brilliant solvers (from sales team, any related cross-functional teams from production plants, international warehouses, logistics team, finance, etc) to ensure timely and accurate order processing, required shipping documents issued and shared timely, AND/OR to resolve any issues or disputes.
• Monitor credit situation of the customer and liaise with credit department and sales representatives (PM)
• Handle customer complaints by coordinating appropriate resolution and providing timely feedback to customers and internal stakeholders.
• Be customer’s first point of contacts to respond promptly and accurately to customer inquiries and service requests within defined customer service scope.
• Execute company customer service standards and order processing procedures to support Customer Service Excellence.
• Maintain, update and file customer files, records and internal documents
• Make day-to-day operational decisions within established guidelines and escalate exceptions or complex issues to supervisors as needed.
• Ensure compliance with the business code of conduct, internal control systems (ICS), and ISO requirements, achieving zero non-conformities in audits.
• Actively contribute to the organizational goals by taking initiative, executing on goals and focusing on performance and safety
• Improve the organization capacity and capabilities through building collaborative relationships, optimizing diverse talent and utilizing positive communications and influence with others

In order to be qualified for this role, you must possess the following:

• Knowledge in Business Administration, Logistics, International Business, or related discipline.
• Minimum 2 years' experience in Customer Service, Order Management, or related field.
• Strong proficiency in business software applications, including SAP and Microsoft Office (Excel, Outlook, PowerPoint).
• Fluent in English, both written and spoken; additional language skills are an advantage.
• Proven ability to build and manage effective relationships with international customers and internal stakeholders.
• Strong analytical mindset with solid data analysis and problem-solving capabilities.
• Demonstrated responsible and ethical behavior at all times
• The ability to help the company drive greater value through understanding the business, making complex decisions and creating the new and different

The following skill sets are preferred by the business unit:

• Global Multinational culture attitude
• Understanding of Sales Forecasting and/or Supply Chain processes
• Self-starter with problem solving skills and excellent interpersonal skills
• Critical thinking in a fast-paced environment must be able to multi-task, problem solve, prioritize, and work under pressure
• Proactive identify issues with effective& timely communication loop
• Quick learner, target/result oriented person
• A dedicated team player, multitasking ability with unwavering intergrity