Customer Operations Specialist

POSITION OVERVIEW

Customer Operations Specialists are members of Ascend’s Order Fulfillment team which is part of the global supply chain organization. This role is primarily responsible for the overall coordination of all activities necessary to provide sales, service and distribution support to our customers. They play a critical role in ensuring customer satisfaction and optimizing logistics costs and inventory.

The successful candidate will possess strong planning and analytical skills, be self-motivated and work well across functions at all levels within the organization.

TARGETED OUTCOMES

• Cultivate strong working relationships with customers.
• Facilitate order execution across functions to ensure order on time and to customers satisfaction.
• Disciplined root cause approach for all customer related issues.
• Use of Supply Chain tools to identify areas of opportunity and monitor progress.

KEY RESPONSIBILITIES

• Act as key point of contact for customers, providing total order management, including order receipt, order entry, order confirmation, order tracking, pricing verification, data stewardship, late order notifications, and timely invoicing.
• Receive customer feedback, including complaints, and assist in the resolution and communication of solutions back to the customer.
• Proactive calls to customers for status on monthly forecast/order trends
• Execute routing and fulfillment of customer requests for information, including pricing, invoices, documents, product availability, complaints, and shipping.
• Monitor open orders report to ensure all orders ship & invoice on time.
• Submit return request and manual pricing request for approval as needed.
• Coordinate with Freight Forwarder to request bookings and documents for export orders.
• Communicate with appropriate internal Ascend personnel (e.g. Operations, Sales, and Supply Chain) to ensure timely responses to order fulfillment issues.
• Utilize best practices in the execution of daily responsibilities.
• Actively identify opportunities for improving order management and fulfillment processes.
• Provide daily status updates on order execution and schedule adherence
• Develops collaborative relationships with Operations, Manufacturing, Warehouse, Logistics, Commercial, Quality Assurance, Production Planning and other support groups
• Act as lead in Root Cause Analysis investigations. Investigate customer complaints as required.
• Use A2E tools and methodology to work through problems and improve processes.

REPORTS TO

Order Fulfillment Manager

TEAM

• Works with Logistics, Credit, Commercial, Production Planning, Warehouse, Day Support Staff, and Leadership

EXPERIENCE

• Minimum of 3 years in a customer service / customer facing type role

CERTIFICATION

• Bachelor’s Degree in a related field such as finance, business, supply chain, international business, sales, or marketing preferred
• Green Belt or Six Sigma preferred

SKILLS

• Moderate to advanced computer skills including proficiency in MS Office products
• A working knowledge of SAP supply chain functionality in the areas of Sales and Distribution, Materials Management, and Production Planning will be highly valued
• Demonstrates proactive leadership with the ability to work effectively at all levels of the organization
• Experience in leading change and accountability
• Strong technical and analytical skills with the ability to innovate and solve complex problems
• Willingness to provide after-hours support
• Excellent interpersonal skills with the ability to work with cross-functional teams
• Strong communication skills, both oral and written
• Ability to perform in a highly dynamic work environment
• Multilingual is desired, but not required.

At Ascend Performance Materials, we value transparency and fairness in our hiring process. We do not accept unsolicited resumes from third-party recruiters, search firms, or staffing agencies. Any resumes received from such entities will be considered the property of Ascend Performance Materials, and we will not be obligated to pay any fees for such submissions. Our Talent Acquisition Team actively engages with preferred recruitment partners who have established agreements with us. We encourage all interested candidates to apply directly through our official channels to be considered for any open positions.

Skills Summary:

About Us:

Ascend Performance Materials is the premium provider of high quality chemicals, fibers and plastics. With world scale integrated manufacturing facilities we are able to develop new products from our core technologies, and provide flexibility to respond to the expanding needs of customers. Ascend has global sales and distribution facilities across the globe and six manufacturing facilities globally. As a privately-held company, our people do big things and make big decisions, often much earlier in their careers than at larger companies. Ascend Performance Materials offers team members the opportunity to contribute in big, meaningful ways—all within a stable and growing business.

Why work at Ascend?

Our vision is to be the recognized leader in the nylon 6,6 value chain, creating new possibilities with PA66 for everyone, everywhere, every day. We achieve that through living our Ascend values.

We care. We operate safely with high integrity for our employees, our customers and our communities. Our people are our greatest assets, and our Total Rewards Program extends beyond traditional benefits to include access to on-site medical clinics at our U.S. facilities, a global wellness rewards program and Performance Matters, an employee-driven recognition plan. Our Commitment to Zero demonstrates our belief that is it possible to operate with zero personal injuries, zero process safety incidents and zero environmental releases. And the Ascend Cares Foundation, led by Ascend employees, supports Ascend families in times of need, provides inspiring opportunities ​​for community engagement and facilitates community leadership.

Customer-focused. We exist for our customers; they drive our actions. Their success is our success. Our plastics and chemicals are building blocks that help make everyday essentials safer and more sustainable, and we constantly strive to develop new and innovative products to meet the future needs of our customers. And that customer focus doesn’t only apply to the marketplace – it also applies to how we treat our colleagues and our fellow community members.

Better every day. We invest in our people and our processes to improve every day. A2E, our continuous improvement program, guides the way we do business. And this way of problem solving applies not only to our manufacturing practices but also to our commitment to developing our people. You’ll see it during your career at Ascend in our leadership development, skills training and mentoring programs

Agile. We think broadly and lead proactively in a constantly evolving organization and industry. Agility doesn’t mean simply working quickly – it means critical thinking, creative problem solving and novel approaches to everyday challenges.

One Ascend. All together, with a common set of goals and an eye toward the future. We don’t accept silos. We look for ways to share across departments, sites and geography. This means you won’t be boxed into a single role at Ascend – you could get the chance to work with teams across the globe to improve the way we serve our people, our customers and our communities.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.