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Customer Service Representative

Job Requisition ID:  37995

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company's innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2020 revenues of approximately $8.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.

 

Position Purpose:  

        

As Customer Service Representative (CSR) you continuously strive for an optimal and lean order fulfillment process. As primary contact for our customers you will ensure we bring value to our customers and that everything is arranged to guarantee on-time deliveries. Depending on the portfolio assignment, the coordination of logistic processes can be part of your responsibilities. As first point of contact you will not only handle order fulfillment but also execute customer inquiries, forecasts activities, and customer complaints. By monitoring and obtaining customer insights and market trends, you are a source of competitive intelligence. With a diverse and complex product portfolio and rapidly changing customer demands, it is critical to easily adapt to change, be flexible and be able to set the right priorities.

General:

  • Be the primary contact and maintain good relationships with customers, Sales Managers, Credit, Logistics and Supply Chain while striving to improve current working practices and proactively providing solutions to problems
  • Manage the order process from receipt thru the whole supply chain to invoicing in a timely, professional and proactive manner, including order entry, order confirmations, forecasting, sample orders, follow-up on return goods, follow-up on complaints
  • Effectively advocate for the customer while ensuring Eastman's policies, procedures and interests are upheld and risks are mitigated.
  • Based on regional requirements, effectively execute logistics planning activities to ensure on-time delivery to customers.
  • Partner with Sales to provide required level of sales support.  Effectively manage customer and sales inquiries through closure.  When necessary, attend customer visits with Sales.
  • Actively support team spirit in the Customer Service Department, Supply Chain and Commercial Services group by providing back up to colleagues, open communications and support to others when needed
  • Identify and/or implement continuous improvement in Supply Chain processes that increase value capture and optimize efficiency and effectiveness resulting in individual  success.
  • Comply with all Customer Service process requirements including Standard Operating Procedures and all Sarbanes Oxley guidelines.

Behavior:

  • Customer focused, pro-active
  • Adhere to health, safety and environmental policies and procedures to ensure the safety and wellbeing of self, other staff and visitors
  • Engages interest and participation of others
  • Proactively contributes to the team
  • Is self-aware, optimistic and has a collaborative approach to working with others
  • Shows moral courage, openness and honesty in all dealings
  • Self-motivated and results orientated

 

Skills and Attributes:

  • Excellent written and oral communication and listening skills
  • Must work well under pressure, with time demands and have ability to multi-task in a dynamic business environment
  • Strong interpersonal skills and the ability to work well with others

Job Expectation:

Customer Relationship Building

  • Follow up to assure customer needs were met.
  • Pursue process enhancements to continually improve customer service.
  • Work together with Supply Chain team to meet all customer needs.

 

Work in Partnership with the Sale Team

  • Work in partnership with Sales Rep to service our customers, resolve problems, and pursue sales growth.
  • Gain knowledge and understanding of sales rep's responsibilities in order to meet customer's needs when sales rep is unavailable.
  • Keep sales rep fully informed of customer needs, special situations, and problems.
  • Great rapport and working relationships with Sales and acts as the middle-man to the customer whenever Sales Rep are out on travel status.

Manage Customer Inquiries in a Professional Manner

  • Receive customer requests and strive to respond on the initial call.
  • Proactively obtain adequate information and utilize available resources to respond to requests.
  • Act as the customer advocate, providing requested information and specialized assistance, as needed.
  • Establish credibility by consistently providing accurate and timely information and follow through.
     

Manage the Order Fulfilment Process

  • Receive Order - SAP skill
  • Obtain all information necessary to process the order in a timely and accurate manner.
  • Advise Sales Rep of first-time orders or inquiries.
  • Obtain Product Commitment
  • Obtain Delivery Commitment
  • Apply Price
  • Proactively follow through and communicate the status of the order and any subsequent order changes with customer and Sales Rep.
  • Have a proactive approach with customers and Sales Reps regarding changes in customer order patterns, keeping everyone in the process informed.
  • Communicate any relevant or requested order information to Sales Rep.
  • Negotiate with customer and internal resources to satisfy customer requests while making good business decisions for Eastman.
  • Smooth deliveries and communication between Eastman and customers
  • Work in partnership with Sales Rep to service our customers, resolve problems, and pursue sales growth
  • Gain knowledge and understanding of sales rep's responsibilities in order to meet customers' needs when sales rep is unavailable.
  • Keep sales rep fully informed of customer needs, special situations, and problems.

 

Foster Teamwork

  • Be a "member of the team" with customers, sale team, co-workers, and other functional groups.
  • Work together with other CSRs to schedule all time away so that customer and TMR support is not negatively impacted.
  • Share responsibilities as a team to meet TMR and customer needs.
  • Offer assistance to other team members when needed or requested as well as asking for assistance when needed.
  • Order fulfilment will be transparent to the customers even though someone from the team is away

Responsibilities

Responsible for the day-to-day operations and supervision of a team of contact center representatives. Plan, direct, supervise, and evaluates work flow. Coordinate work activities to achieve the volume expected to meet operational requirements. Recognize and recommend operational improvements. Responsible for the day-to-day application of organizational policies and procedures. May monitor performance of staff members according to established monitoring standards. May approve special price concessions, quotes, bid allowances, or adjustments. May make hiring decisions and conduct performance appraisals. May have responsibility for more than one team. Typically serves as first line supervisor.

Qualifications

Coordinates and supervises the daily activities of a group of non-exempt team members. Focus is operational and tactical.  Has formal supervisory responsibilities; sets priorities for, and coaches, team members to meet objectives. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. 

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.


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