Customer Service Representative (Order Management) (The Woodlands)

Customer Service AdvisorOnsite role in Woodlands TX (Near to Houston)12 Month Contract (Possibility of Extension)Payrate- $27.25/hr on W2Must Have:Customer Order Management in a Chemical Manufacturing EnvironmentWhere the person:Owns bulk product orders (not small items)Works closely with:LogisticsPlanningWarehouseFinanceEnsures on-time delivery of bulk shipmentsBusiness Context (CRITICAL)ERP:SAP (primary)Some OracleOrders:Mostly single-line bulk ordersShipment types:TruckRailcarBargeThis is VERY IMPORTANT — candidates must understand bulk movement logisticsMUST-HAVE SKILLS1. Bulk Order ManagementCandidates MUST understand:Large quantity shipmentsNot small package / e-commerce2. Logistics Knowledge (VERY IMPORTANT)Look for:Truck / Rail / Barge shipmentsFreight coordinationShipment scheduling3. Order Constraints UnderstandingCandidates must have experience with:MOQ (Minimum Order Quantity)Lead timesProduct availability constraintsDelivery date management4. Customer-Facing Experience (CRITICAL)NOT call centerNeed:B2B customer interactionEmail communicationOrder updates / issue handling5. Cross-Functional CoordinationMust work with:LogisticsPlanningWarehouseFinance6. Compliance / Risk AwarenessNice to have:Audit exposureDocumentation accuracyRegulated industry experienceUpdated Ideal Candidate ProfilePerfect candidate comes from:Chemical companiesBulk logistics companiesIndustrial manufacturingWith:SAPOrder managementCustomer coordinationThis position works in a fast- passed and collaborative team environment to ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordination with other departments to resolve inquiries.• Builds sustainable relationships, and trust with customer accounts through open and interactive communication.• Deliver excellent customer service by being reliable, responsive, empathic & competent.• Manages open orders by adhering to established internal processes & procedures to ensure consistency within the department.• Establishes and maintains effective communication with customers, responding to inquiries on orders, products and assisting with general information.• Send shipping documents to customers prior to delivery to ensure the customer has all paperwork needed to offload.• Serves as primary point of contact with existing key accounts.• Works with accounts from placement of order through delivery.• Responsible to ensure alignment of customer PO details with the order (accurate legal entity, Incoterms, payments terms, pricing)• Works closely with sales team to understand trends and identify growth opportunities and upcoming projects.• Enters and manages non-conformance for their customer in a timely manner.• Coordinates all internal communication to assigned accounts.• Expert in system requirements, policies, and procedures as outlined in our quality and business management guidelines.• Support coworkers in best practices and teamwork toward achieving exceptional customer experience.• Acknowledge & process new purchase orders within 24 hours.• Portrays a positive and professional image of the company and self with interacting with customers and colleagues.• Coordinate nonconformance customer complaints to provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.• Establishes and maintains effective communication with customers, responding to inquiries about products and assisting with general information.• Manage and optimize all processes under your responsibility taking into consideration Quality, Legality and Food Safety (if applicable) and client needs on family of products and services.• Proactively communicate with planning, logistics, manufacturing, credit, and sales to ensure smooth delivery of orders while anticipating any issues or potential delays.Job Requirements• 3-5 years or relevant work experience.• English, Bi-lingual is plus• Proficient in Microsoft Excel, Microsoft Word, and Outlook.• Experience with an ERP System. SAP preferred.• Ability to resolve difficult and complex issues and to work with cross-functional departments.• Demonstrate organizational skills.• Demonstrate sense of urgency, flexibility, and adaptability.• Proven ability to multi-task in a fast-paced and often high stressed environment.• Willing to meet and exceed customer expectations daily with willingness to "own" situations as they arise.