INEOS has an exciting opportunity for a Customer Service Rep to join our KOH business.
INEOS KOH manufactures and markets potassium-based chemicals, most notably potassium hydroxide, as well as chlorine produced at their facility in in Ashtabula, Ohio. It serves a wide variety of end-use markets including liquid fertilizers, runway de-icers, pharmaceuticals, water treatment, and agricultural applications. The site safely operates a recently commissioned membrane cell technology chlor-alkali unit and employs about 100 people. INEOS KOH is part of INEOS Enterprises.
Job Objective
The role resides in the Commercial Team and is responsible for processing customer orders. This individual will report to VP of Commercial and will work closely with our Business Coordinator, Supply Chain, Operations, Sales, and other Customer Service Representatives to ensure the safe, timely, and accurate delivery of products, services, and information to INEOS KOH’s customers.
Key Responsibilities of the position include, but not limited to:
- Accept and confirm customer orders. Process customer P.O.’s via direct order entry system (SAP).
- Ensure all order entry and other sales transactions are accurate and completed under established company and customer guidelines.
- Arrange for shipments by coordinating with carriers and terminals as appropriate. Assist with shipment information for rail customers.
- Prepare shipped orders for invoicing by entering appropriate information in system.
- Prepare, verify, and coordinate the proper records for complete order fulfilment (includes order instructions from customer, shipment paperwork, etc.).
- Assist with warehouse and terminal product flow by monitoring and maintaining inventory at various locations.
- Assist with communications with warehouses and terminals to ensure consistent order fulfilment and compliance with contract requirements.
- Effectively utilize various systems such as SAP, MS Outlook, MS Teams, and Excel.
- Manage product and customer set up in SAP.
- Maintain customer profiles including billing, shipping, products, INCO Terms, and special requirements.
- Work closely with Account Managers to keep ahead of customer activity and requirements.
- Assist in dispute resolution with customers on items such as complaints related to customer orders, invoicing issues, returns, and quality.
- Assist with investigations related to customer complaints and/or product stewardship issues.
- Participate in rotating off-hours on call cell phone duty.
- Adhere to INEOS Behavioral Safety Principals, Process Safety Principals, and Life Saving Rules.
- Provide the customer with a positive order fulfilment experience while supporting Sales to maximize margin generation.
- Respond punctually to customer inquiries.
- Serve on committees as needed representing area of responsibility.
- Share lessons in customer service performance and best practices across the organization.
- Identify improvement opportunities in customer service.
Qualifications:
- Bachelor’s Degree preferred or equivalent work-related experience.
- Previous experience in Customer Service role would be desirable, as would experience in chemical manufacturing industry with truck and railcar orders.
- Experienced and comfortable working with the Microsoft Office suite (Excel, Outlook, Teams).
- Professional knowledge of the use of SAP systems, specifically related to sales order modules.
- Ability and desire to conduct all job-related activities with a primary focus on SHE (Safety, Health, and Environmental).
- Strong interpersonal and communication (written and verbal) skills. A good listener.
- Able to build relationships remotely.
- Demonstrated ability to work independently with limited management oversight.
- Superior time management skills.