Sr. Associate Customer Service and Order Management

Celanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We are committed to sustainability by responsibly managing the materials we create for their entire lifecycle and are growing our portfolio of sustainable products to meet increasing customer and societal demand. We strive to make a positive impact in our communities and to foster inclusivity across our teams. Celanese is a Fortune 500 company that employs approximately 12,400 employees worldwide with 2023 net sales of $10.9 billion.

The Customer Experience Associate will support the Americas Customer Service team for Acetate Tow and Nutrinova business lines. This role will provide support to a team of Customer Service Representatives, Specialists, Team Leads, and various cross- function internal stakeholders to ensure efficient and accurate order fulfillment within the order to cash process and deliver excellent customer service while maintaining key internal and external partnerships.

Main Responsibilities:

• Accurate order entry; Enter orders in less than 24 hours
• Manage orders defects in open order report; Daily review of open order portfolio
• Order tracking and tracing with Logistics; OTD 90% or greater
• Problem solve cases/Customer inquiries promptly with little to no supervision; Average resolution in less than 1 day
• Delivery and Shipment creation, and PGI posting
• Create Order Requisitions for basic operation´s supplies at the warehouse
• Coordination of STO import and export as needed
• Support monthly update of SOX portal with inventory information
• Supply Chain project support; Support strong partnerships and collaborations to meet firm deadlines
• Maintain training requirements, as defined by corporate policy
• Accurate record keeping and updates of customer master records; Maintain master records frequently
• Quality notification entry, QN entry in less than 24 hours
• Quality notification closure, QN resolution in less than 30 days

Technical Knowledge

• Familiarity with ERP system (SAP, Oracle, JDE, etc.) Solid MS Excel skills.
• Previous supply chain or customer service understanding.
• Good understanding of supply chain logistics.
• Time management skills and ability to self-manage incoming requests and demands based on deadlines and business/customer requirements.
• TMS system (would be a plus)

Soft Skills

• Positive attitude and aptitude to handle change including ability to manage shifting priorities quickly based on customer and stakeholder needs.
• Strong sense of urgency and time management.
• Team player and motivated to interact with peers to develop and grow.
• Ability to build relationships and exhibit a high degree of social interaction.
• Strong communication and problem resolution skills