Customer Care Representative

  • Omnova
  • Beachwood, OH
  • Mar 17, 2019
Customer Service

Job Description


Customer Care Representative


Job ID: 2019-1584
Type: Regular Full-Time
# of Openings: 1
Category: Customer Service


This position is in a team setting in Beachwood, OH reporting directly to the Customer Care Regional Manager with functional accountability to a Customer Care Team Leader. Role will coordinate incoming domestic and/or international sales orders for the Performance Chemicals Division by SAP entry to ensure expeditious and conscientious handling. This role works closely with external customers and their representatives, as well as a variety of Omnova functions including Sales, Marketing, Operations, and others to provide value-added service and solutions resulting in long-term strategic customer relationships. This role must also understand and communicate customer requirements throughout the organization.


  • Communicate proactively through outbound calling to customers and/or key contacts to meet specific objectives and maximize customer experience
  • Receive, process, and own Performance Chemicals domestic and export orders using SAP
  • Initiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.
  • Interface with Business Management, Marketing, Sales, Production, Quality, SH&E, Logistics, Shipping and Customer Financial Services to support and improve activities globally, and to deliver quality service and performance as relates to order management, credits, debits, returns, scheduling, shipping.
  • Create and maintain accurate customer master data, including customer records and customer-material information.
  • Maintain file and data integrity in all phases of order processing.
  • Assist Performance Chemical customers with:-
    • New / Special Orders
    • Order Status- Returned goods
    • Insurance Claims
    • Regulatory / inspection issues as necessary
    • Pricing / Payment Terms / Banking / Letters of Credit / Credit & Debit Memos
    • Delivery Times
    • Product size / weight
    • Product Info
    • Samples
  • Receive, process, and follow up on customer complaints / non-conformances.
  • Strong adherence to creating and maintaining a safe work environment for self and others.


  • Bachelor’s degree in supply chain management, marketing or business administration or related field, or H.S. diploma and 3+ years’ work experience
  • Knowledge/experience in the following
  • Customer relationship management
  • Sales & Shipment of goods/products
  • Outstanding communication skills
  • Good analytical mind, detail and action oriented, good problem solving skills
  • Excellent organization and follow-up skills
  • Working knowledge of MS Office Package, including Excel and Word programs
  • Able to set and manage multiple priorities and make decisions in a dynamic work environment
  • Structured but flexible approach, ability to work both independently and collaboratively across multiple disciplines
  • Agreeable personality with a "can do" attitude

Preferred Qualifications:

  • At least two years of experience in business-to-business customer service, or 3+ years in a non B-B service role
  • Customs and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transport
  • SAP Sales and Distribution experience a plus
  • Multilingual a plus
  • Lean Six Sigma training a plus