Customer Service Rep

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:

The Customer Service Representative functions as support for the sales team for INEOS Oxide.  The individual is responsible for order related transactions from receipt of the order through delivery and invoicing, as well as developing and maintaining a strong marketing relationship with the business and external customers.  The successful candidate has knowledge of Customer Service policies, business strategies, financial awareness, inventory availability, and product and service quality.

Internal Factors: 

• Work cohesively with other INOVYN and INEOS departments, effectively communicating pertinent information.

External Factors:

• Vendors and Customers:  Effectively communicate and troubleshoot any problems or issues timely and efficiently.

Responsibilities AND Accountabilities

• Order receipt and handling; receive orders from customers by phone, fax, and email for domestic, export, and import shipments handling Ethanolamines (EOA), ENB/VNB, PEG, MPEG, Butyl Acetate, Iso Butyl Acetate, TEG, Chlor, and Glycol Ethers EB
• Order Types include export, import, direct, distributor, consignment, swaps, toll, and transfer orders
• Serve as liaison between Marketing, Sales, Pricing Coordinator, Quality Assurance, Production, Supply Chain, and Logistics
• Ensure all material movements are made with correct documentation and declarations, particularly on hazardous cargo; ensure legal requirements are met & delays and/or penalties are avoided
• Initial new customer set up with the INEOS Oxide organization
• Create and maintain Master Order for each customer delivery location
• Process sales orders
• Secure transportation equipment for customer sales orders through third party logistics
• Coordinate import/export orders with freight forwarder, tank company, steamship, agent, and customs brokers
• Inventory replenishment to contract terminals
• Coordinate order activity with other internal/external departments to ensure on time delivery
• Continuous follow up with order process assuring accuracy and customer satisfaction
• Responsible for resolving customer complaints
• Perform research to settle weight, price, and freight discrepancies and resolving customers’ claims or disputes
• Manage consignment inventory services to selected customers; manage customers’ onsite inventory and replenishment as required by customers’ production plans.
• Maintain Quality Assurance by use of Corrective Action Management Process; monitor failures and develop processes to prevent failures
• Improve external customer/internal supplier relationships and communications
• Improve Customer Service processes in order to be more productive and efficient
• Attend customer service staff meetings for updates on production and inventories that may have an affect on Customer Service processes
• Accompany Seller to major customers, distributors, and out plants to improve customer/supplier relationships
• Responsible for ensuring personal goals and objectives support Business goals and objectives
• Monitor and trace railcar activity
• Create and maintain file on each customer account
• Work with Supply Chain on product availability
• Work with Logistics on freight procurement
• Work with freight fowarders on Export/Import shipments
• Participate in on-call program

Skills/Competencies

Level of Education & Experience in general

• High school diploma or equivalent
• Previous related experience in chemical industry in one of the following functions:
  • import/export
  • sales
  • marketing
  • warehousing
  • customer service

Technical Skills

• Sound communication skills, both oral and written
• Strong organizational skills
• Proficient in but not limited to:
  • Microsoft Excel
  • Microsoft Word
  • SAP

Behavioral Skills

• Ability to handle multiple tasks and high levels of stress
• Independent, highly motivated with strong interpersonal skills required
• Analytical thinking, self-control, tenacity, thoroughness, interpersonal awareness, rational persuasion, concern for standards, and result oriented
• Ability to work cooperatively with others as part of a team but can work autonomously with little direction
• Strong service orientation towards clients, both internal and external

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
• Invoice Accuracy
• Customer Complaints

• SHE Performance: Zero incidents
• Departmental Goals & Objectives ≥ 99%
• 100% compliance:
• ISO
• OSHA
• DOT
• EPA
• Meet all departmental annual training and progression goals as defined in annual performance assessment.