Company:

INEOS Oxide

Interested in joining a winning team? A team whose employees share in the ownership of the business and are empowered to make a difference?

OrganiZational context
and job purpose

INEOS Organization:

INEOS is a global manufacturer of petrochemicals, specialty chemicals and oil products. It comprises 15 businesses each with a major chemical company heritage. Its production network spans 65 manufacturing facilities in 16 countries throughout the world. INEOS products make a significant contribution to saving life, improving health and enhancing standards of living for people around the world. Its businesses produce the raw materials that are essential in the manufacture of a wide variety of goods: from paints to plastics, textiles to technology, and medicines to mobile phones - chemicals manufactured by INEOS enhance almost every aspect of modern life.

BUSINESS CONTEXT:

Ethylene oxide (EO) is an important building block for the preparation of a wide variety of EO derivatives (EODs), including various surfactants, as well as a host of other chemical intermediates including Glycol Ethers, Polyethlene Glycols, Ethanolamines, and Alkyl Alkanolamines.

INEOS Oxide is one of the world’s leading producers of Ethylene Oxide (EO) and Ethylene Oxide Derivatives (EODs). We currently have a total EO capacity of 920 kta spread across three different production units throughout Europe. These units have leading cost economics, due to economies of scale, state-of-the-art technology, strategic locations, etc. Our recently announced EO project in the US is targeting the fast growing merchant EO market, building on our experience and leadership position in Europe.

Purpose of the Job:

Purpose of this position is to ensure the quality, reliability, and efficiency/productivity of the Oxide and INOVYN Customer Service personnel and support back office processes including: Order-To-Cash process, Document Compliance, and Customer Master Data maintenance for INEOS Oxide and INOVYN businesses. Scope of this support includes all domestic, import and export transactions.

Internal Factors:

Other Departments: Work with other INEOS departments communicating pertinent information effectively. Liaise with Accounting Department to guarantee accurate invoicing as well as with Sales, Quality Assurance, Production, Supply Chain, and Logistics.
Colleagues: Work with other co-workers as a team supporting all positions and assisting when needed. Accompany Seller to major customers, distributors, and terminals to improve customer/supplier relationships and attend meetings for updates and to provide updates on production and inventories that impacts on Customer Service processes
Antwerp and UK: Work with colleagues in Antwerp and UK communicating all relative information needed for their positions that is impacted by INEOS Oxide and INVOYN.

External Factors:

Vendors, including third parties for international trade: Communicate and troubleshoot any problems or issues with vendors effectively, efficiently and timely. Ensure Reconciliation and Processing of all Import and Export Invoices for applicable vendors, including working statements and disputing overcharges are supported. Ensure Communication and assistance with setting rates for Import vendors while assisting Partner Facilities as needed. Customers: Communicate and troubleshoot any problems or issues with Customers effectively, efficiently, and timely, with input as needed from other departments and the Commercial Manager.
Global economic conditions effecting service provider capacities along trade lanes.
Regional legislative authorities amending regulations for the transportation and security of dangerous goods.
Facilitate addressing of impacts stemming from Global labor and equipment shortages within the transportation industry with Supply chain function.
Service Infringements and Non-Conformances..

Responsibilities AND Accountabilities

Accountability 1:

Safety, Health, & Environmental

Most important activity

This position – and all positions – with the INEOS Oxide US organization requires that the incumbent commit to learning, following, and practicing INEOS 20 Principles of Process & Behavioral Safety as applicable to the position. These Principles are posted throughout each Oxide facility and each employee must also commit to following INEOS’ Life-Saving rules on a daily basis. These are also posted within each Oxide facility.

Accountability 2:

Management of Customer Service Team

Most important activities

Identify and define training requirements for the department.
Define resource levels required to meet business and customer requirements.
Ensure balanced workload among team members
Coach employees to achieve their goals as agreed on their Performance Contracts and ensure training and coaching is executed
Create an autonomous work environment to maximize individual and team contributions while elevating personal job satisfaction.
Coach, mentor and hold employees and teams accountable.
Provide leadership to achieve high individual and team performance goals.
Exceed the expectations for our customers.
Responsible for ensuring personal goals and objectives are established and aligned to support Business goals and objectives
Direct personnel management of the Oxide US Customer Serivce team, including the Rail Fleet Coordinator / Rail CSR to ensure consistent and reliable customer order contract management and exceptional service to INEOS’ customers
Assist team members with sales and distribution of product

Accountability 3:

Provide and develop processes that ensure outstanding customer service

Most important activties

Enable CS-Team to ship product on time within specification.
Ensure all directly managed customers orders handled accurately and effeciently, including order confirmation, order processing, and timely address of any required credits and debits
Promptly initiate and close out non-conformances.
Manage costs for non-standard shipments.
Ensure appropriate level order follow-up throughout the order fulfilment process to ensure good communication, especially in the event of order fulfilment exceptions.
Ensure CSR Team holds customers accountable to agreement/Sales Confirmation and recoup accessorial charges in alignment with RSMs.
Establish excellent customer satisfaction group by tracking, measuring and continuing to improve customer relations.
Establish effective working relationship with manufacturing, sales, and other internal customers.
Manage procedure development for the customer service processes
Manage the development and efficient execution of import/export processing
Ensure compliance in all activities to applicable international trade documentation and reporting requirements through processes that adhere to the Oxide Export/ ImportTrade Compliance Manual.
Ensure consistency and accuracy in Master Order creation and maintenance to the ship to level.
Ensure and promote the identification and documentation of service failures through the Quality Message Program to ensure continuous improvement.
Improve external customer/internal supplier relationships and communications in addition to processes in order to increase productivity and efficiency
Accurately manage consignment inventory services to selected customers; manage customers’ onsite inventory and replenishment as required by customers’ production plans.
Timely filing of Sales Confirmations and efficient updating of Price List to ensure effective processes from order receipt to product delivery to invoice receipt.

Accountability 4

Supply Chain Responsibility

Most important activities

Perform research to settle weight, price, and freight discrepancies and resolving customers’ claims or disputes
Provide accurate, predictive data to the business leaders in order to optimize inventory and customer fulfilment to ensure cost effective management
Ensure all material movements are made with correct documentation and declarations, particularly on hazardous cargo; ensure legal requirements are met & delays and/or penalities are avoided
Ensure coordination of the following:
Import/export orders with freight forwarder, tank company, steamship, agent, and customs brokers;
Order activity with other internal and/or external customers to provide on time delivery
Railcar activity for INEOS and customers
Import/export shipments with freight forwarders

Accountability 5

Customer Order, Inventory, and Complaint Management

Most important activities

Initial new customer set up with the INEOS Oxide organization; creation and maintenance of all customer account files
Create and maintain Master Order for each customer delivery location

Accountability 6

Logistics Support

Most important activities

Advise and assist on/with:
Domestic Trucking issues relating to carrier relations
Monthly Rail Dwell report
Customer invoicing as they relate to trucking charges
Securing transportation equipment for customer sales orders through internal logistics team
Freight Procurement

Skills/Competencies

Level of Education & Experience in general

Bachelor’s degree in relevant discipline or equivalent professional experience in Customer Service, Logistics and/or Supply Chain in the chemical industry
industry in one of the following functions:
- import/export
- sales
- marketing
- warehousing
- customer service

Technical Skills

Strong organisational skills required. Multitask oriented.
Good oral and written communication. Independent, highly motivated
Proficiency in Microsoft Excel and Word required, previous SAP exerience preferred
Ability to learn and adapt to new systems and develop new procedures or systems to accomodate improvement of workload/reduction and complexity
Critical thinker who can look beyond the needs of the current issue to identify effective system wide solutions to prevent future non-confirmances.

Behavioural Skills

Analytical thinker driven by results
Identifies and anticipates future opportunities. Acts decisively in dealing with opportunities or crises on a daily basis, setting priorities or choosing goals to achieve business success.
Can co-ordinate and lead a number of different team projects at different stages of completion, identifying stretch targets and milestones. Pursues goals beyond what is required or expected of them.
Thinks clearly and stays focused in unpredictable or stressful situations. Uses conceptual skills to anticipate, identify and prioritize highly complex issues.
Clearly sees the big picture. Creates new ways to help others understand complex situations, problems or opportunities.
Organized with initiative and thoroughness
Exceptional written and oral communication skills
Problem solving skills with data analysis ability
Possess interpersonal awareness and rational persuasion with a concern for high standards
Previous experience in a people leadership position

ADA Physical requirements, visual acuity requirements and environmental conditions

While performing the duties of this job, the employee is regularly required to sit and perform tasks requiring repetitive use of hands. The employee must occasionally walk, stand and travel by car, airplane or other means. Exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Employee must have the ability to see written documents, computer screens, and to adjust focus.

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication and to make discriminations in sound.

Work Environment: This job is performed mainly in a temperature controlled office environment.

PERFORMANCE INDICATORS

Order Accuracy within the department
Customer complaints/ QMs
SHE Performance: Zero incidents
Departmental Goals & Objectives ≥ 99%
100% compliance:
EPA
GMP
ISO
DOT
OSHA
BIS/ Customs/ITAR/OFAC compliance for all exports

Meet all departmental annual training and progression goals: individual and direct/indirect reports as defined in annual performance assessment

Our culture is one of honesty and integrity with an emphasis on safety, health and environmental performance.On our team, people are acknowledged for embracing new practices that help create real value for customers.

Customer Service Supervisor