Customer Service Representative

Customer Service Representatives are accountable to interface with Customers and multiple Business and Functional partners to deliver exceptional service to customers and profitability to Trinseo.  By building successful relationships, they pull together and align multiple internal and external resources and capabilities to achieve customer satisfaction. They manage customer order activity, from initial contact with the customer, through material flow, until the product arrives at the correct time, with the correct product, with the correct equipment and correct paperwork to the customer. In the event of a service failure, Customer Service Representatives initiate the corrective action for resolution of the failure, and take the lead position in resolution for the customer. It is expected they know what it takes to go above and beyond the daily activities to build customer loyalty and confidence.

1. Order Management / Processing: 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: 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.
2. 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. 
3. 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.