Customer Service Representative

Position Overview

At Nouryon, our global team of Changemakers takes positive action every day to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future. We are excited to offer a full-time, onsite opportunity for a Customer Service Representative based in Houston, TX. In this role, you will play a key part in ensuring a seamless order experience—from entry to fulfillment—while building strong relationships with customers and internal partners. If you thrive in a dynamic environment, enjoy solving problems, and are motivated by the chance to make a meaningful impact each day, we look forward to seeing what you’ll bring to our team.

Key Responsibilities

• Execute the order entry process and manage the order fulfillment process while interfacing with internal and external customers in a complex environment in compliance with law, regulations, and Nouryon procedures.
• Maintain a thorough knowledge of the business’s products, applications, and service offerings.
• Maintain service levels by making independent customer-facing decisions using unique insights of each business.
• Coordinate activities at assigned customer accounts, proactively address issues, and implement solutions with a significant level of autonomy.
• Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Differentiate between customer requirements and Nouryon capabilities to choose the best, cost-effective solution tailored to each situation.
• Support commercial strategies with Nouryon customers and ensure established processes and best practices are effectively followed.
• Deliver on key operational KPIs such as order confirmation time, first time right, and number of touches per order.
• Proactively interface with cross-functional teams such as Business Lines, Sales, Logistics, Planning, Controlling, and Production.
• Enter orders in SAP following standard procedures, acknowledge and confirm order status with customers per cycle time KPIs, and coordinate internally to resolve issues.
• Provide consistent, tactful, and professional communication both verbally and in writing.
• Investigate and resolve OTC-related complaints, process return orders, issue credit/debit notes accurately, and prepare for month-end closure checks.
• Coordinate customer requests and provide additional documents such as invoices, CoA, and MSDS as needed.

Required Qualifications

• Bachelor’s degree preferred or equivalent work experience in order management, ideally within a manufacturing environment.
• Knowledge of SAP Sales & Distribution and Materials Management modules.
• Strong Microsoft Office skills (Excel, PowerPoint, Visio, etc.) and ability to stay updated with technological innovations.
• Demonstrated ability to troubleshoot issues and quickly develop effective solutions.
• Outstanding communication skills with the ability to interact across various organizational levels, including global teams.
• Understanding of production runs, cycle times, and capacity impacts on order management.
• Experience in B2B customer service or exposure to similar functions.
• CRM experience is preferred.