Senior Customer Service Specialist

Job Description

As a Senior Customer Service Representative , you will be the primary liaison between customers and internal teams, ensuring seamless order execution and exceptional service delivery. You will manage complex order-to-cash processes, resolve operational issues, and support commercial strategies across business units. You will require strong process knowledge, customer focus, team player and the ability to collaborate across functions. Responsibilities Order Processing and Fulfillment : Manage end-to-end order processing and fulfillment for high-value or complex customer accounts. Product and Service Knowledge : Maintain deep knowledge of products, services, and business processes, and apply sourcing strategies for inter-regional operations. Operational Issue Resolution : Collaborate with cross-functional teams to resolve operational issues and proactively address service challenges. Customer Relationships and Service Levels : Build strong customer relationships, ensure service levels align with business priorities, and support commercial and customer service strategies across multiple business units. Team Mentoring and Performance Metrics : Mentor team members, deliver operational training, drive performance metrics (KPIs) aligned with company goals, and provide coaching and guidance to new team members. Audit and Compliance Support : Ensure documentation and processes are audit-ready, aligned with internal controls and external regulations, and focus on digital advancement. Qualifications bachelors or masters degree in supply chain, Business, or a related field. 8-12 years of experience in customer service or order management, letters of credit and import/export order management. Proficient in MS Office (Excel, Outlook, PowerPoint). Your Skills Strong analytical and communication skills. Team Player - Works we'll across teams and supports others. Proficiency in SAP and CRM systems. Problem Solving - Ability to manage complex scenarios and make independent decisions. Strong interpersonal skills and cross-functional collaboration. Attention to detail and process expertise - Skilled in OTC processes and ERP systems. Leadership - Takes Initiative, Mentors others and drives improvement Additional notes No relocation support is provided on the role Should be flexible to work in time zones. Benefits - What Dow offers you Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. Benefits and programs to support your physical, mental, financial, and social we'll-being, to help you get the care you need...when you need it. Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. Employee stock purchase programs (availability varies depending on location). Student Debt Retirement Savings Match Program (U.S. only). Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees Savings Plan (401(k)), helping employees reach the Company match. Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations. Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. Competitive yearly vacation allowance. Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents). Paid time off to care for family members who are sick or injured. Paid time off to support volunteering and Employee Resource Group s (ERG) participation. we'llbeing Portal for all Dow employees, our one-stop shop to promote we'llbeing, empowering employees to take ownership of their entire we'llbeing journey. On-site fitness facilities to help stay healthy and active (availability varies depending on location). Employee discounts for online shopping, cinema tickets, gym memberships and more. Additionally, some of our locations might offer: Transportation allowance (availability varies depending on location) Meal subsidiaries/vouchers (availability varies depending on location) Carbon-neutral transportation incentives eg bike to work (availability varies depending on location)