Customer Solutions Representative

Synthomer is a leading supplier of high-performance highly specialised polymers and ingredients that play vital roles in key sectors such as coatings construction adhesives and health and protection growing markets that serve billions of end users worldwide. Headquartered in London UK and publicly listed there since 1971 we employ c.3900 employees across our 5 innovation centres of excellence and more than 29 manufacturing sites across Europe North America and Asia. Around 20% of our sales volumes are from new and patent protected products.

At our innovation centres of excellence in the UK Germany China Malaysia and Ohio USA we collaborate closely with our customers to develop new products and enhance existing ones tailored to their needs with an increasing range of sustainability benefits. Since 2021 we have been proud holders of the London Stock Exchange Green Economy Mark which recognises green technology businesses making a significant contribution to a more sustainable low-carbon economy.

Responsible for coordinating all activities necessary to provide sales service and distribution support to our customers. CSR will process all incoming domestic and/or international sales orders for 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 Synthomer functions including Sales Finance Operations Logistics Supply Chain 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.

Become the face of Synthomer to our customers with this exciting opportunity. Join a great team in a supportive environment with a strong focus on coaching and development. Collaborate cross-functionally and learn our business.

Hybrid Work Schedule: 4 days in office / 1 day remote.

• Effectively communicates the status of orders and serves as a contact point for customer inquiries including pricing product information and delivery tracking.
• Receive process and own customer purchase orders; including customer complaints returns credits/debits and customer requests.
• Initiate necessary actions required to ensure international/domestic and internal/external customer requirements are satisfied.
• Interface with Business Management Marketing Sales Production Quality Safety Health & Environmental (SHE) Logistics Shipping and Customer Financial Services to support and improve activities globally and to deliver quality service.
• Create and maintain accurate and timely customer master data including customer records and customer-material information.
• Maintain file and data integrity in all phases of order processing.
• Support and implement the development of global Customer Solutions standards and processes and represent Customer Solutions on cross-functional business teams.

• Assist Performance Chemical customers with:
• o Product Info - Samples
• o New / Special Orders - Order Status
• o Delivery Times - Product size / weight
• o Returned goods - Salesforce complaints/returns/credits/non-conformances
• o Pricing / Payment Terms / Banking / Invoicing / Credit & Debit Memos
• o Regulatory / inspection issues as necessary.
• o Strongly adherence to creating and maintaining a safe work environment for self and others.

Required Qualifications

• Bachelors degree
• Knowledge/experience in the following:

o Customer relationship management

o Sales & Shipment of goods/products

• Outstanding communication skills both oral and written
• Analytical mind detail and action oriented problem solving skills
• Excellent organization and follow-up skills
• Working knowledge of MS Ofice 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
• Work well under pressure and meet deadlines
• Able to set and manage multiple priorities and make decisions in a dynamic work environment
• 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

Global Benefits Overview

• Competitive market-aligned compensation

• Discretionary global bonus scheme

• Discretionary Long-Term Incentive Plan (LTIP) for senior positions

• Company car or car allowance varies by region and role

• Healthcare tailored to regional locations

• Parental leave and family support maternity paternity adoption (aligned with regional policies)

• Working options flexibility where it matters based on role and business needs

• Learning & development opportunities training online platforms buddy/mentorship programs Internal Synthomer University with L&D offers

• Wellbeing support employee assistance program (EAP) mental health resources wellbeing initiatives

• Retirement / pension contributions plans vary by country

• Culture of Inclusion where everyone can thrive

• Performance culture global reward & recognition programmes