Company:

Interested in joining a winning team? A team whose employees share in the ownership of the business and are empowered to make a difference?

Organizational context
and job purpose

INEOS Organization :

INEOS is a global manufacturer of petrochemicals, specialty chemicals and oil products. It comprises 15 businesses each with a major chemical company heritage. Its production network spans 65 manufacturing facilities in 16 countries throughout the world. INEOS products make a significant contribution to saving life, improving health and enhancing standards of living for people around the world. Its businesses produce the raw materials that are essential in the manufacture of a wide variety of goods: from paints to plastics, textiles to technology, and medicines to mobile phones - chemicals manufactured by INEOS enhance almost every aspect of modern life.

Business Context:

INEOS Oxide is one of the most diverse, dynamic and successful businesses within INEOS. We operate 5 manufacturing sites in Europe and North America (Antwerp BE, Köln DE, Lavéra FR, Plaquemine US, Bayport, US). We produce a broad range of 200 products which spread across five key value chains (Ethylene Oxide, Propylene Oxide, Oxoalcohols, Acetic Acid, and ENB), and on many of our products we are the European market leader. Our total manufacturing capacity is above 3 million tonnes per annum generating an annual EBITDA of ~300 M€. INEOS Oxide is an energetic business which is growing actively on a global level, with projects to extend our production base to new sites in North America and Asia in addition to continued investment on our existing platforms. We are committed to resourcing the Procurement team accordingly to deliver on this ambitious growth agenda.

Purpose of the Job:
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The Customer Service Representative functions as support for the sales team for INEOS Oxide. The individual is responsible for order related transactions from receipt of the order through delivery and invoicing, as well as developing and maintaining a strong marketing relationship with the business and external customers. The successful candidate has knowledge of Customer Service policies, business strategies, financial awareness, inventory availability, and product and service quality.
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Internal Factors:Â

• Work cohesively with other INEOS departments, effectively communicating pertinent information.

External Factors:

• Vendors and Customers: Effectively communicate and troubleshoot any problems or issues timely and efficiently.
• Third Parties: As assigned
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Responsibilities and Accountabilities

Accountabilities:

Supply Chain

• Order receipt and handling; receive orders from customers by phone, fax, and email for domestic, export, and import shipments handling Ethanolamines (EOA), ENB/VNB, PEG, MPEG, Butyl Acetate, Iso Butyl Acetate, TEG, Chlor, and Glycol Ethers EB
• Order Types include export, import, direct, distributor, consignment, swaps, toll, and transfer orders
• Serve as liason between Marketing, Sales, Pricing Coordinator, Quality Assurance, Production, Supply Chain, and Logistics
• Ensure all material movements are made with correct documentation and declarations, particularly on hazardous cargo; ensure legal requirements are met & delays and/or penalities are avoided
• Initial new customer set up with the INEOS Oxide organization
• Create and maintain Master Order for each customer delivery location
• Process sales orders
• Secure transportation equipment for customer sales orders through third party logistics
• Coordinate import/export orders with freight forwarder, tank company, steamship, agent, and customs brokers
• Inventory replenishment to contract terminals
• Coordinate order activity with other internal/external departments to ensure on time delivery
• Continuous follow up with order process assuring accuracy and customer satisfaction
• Responsible for resolving customer complaints
• Perform research to settle weight, price, and freight discrepancies and resolving cusomters’ claims or disputes
• Manage consignment inventory services to selected customers; manage customers’ onsite inventory and replenishment as required by customers’ production plans.
• Maintain Quality Assurance by use of Corrective Action Management Process; monitor failures and develop processes to prevent failures
• Improve external customer/internal supplier relationships and communications
• Improve Customer Service processes in order to be more productive and efficient
• Attend customer service staff meetings for updates on production and inventories that may have an affect on Customer Service processes
• Accompany Seller to major customers, distributors, and out plants to improve customer/supplier relationships
• Responsible for ensuring personal goals and objectives support Business goals and objectives
• Monitor and trace railcar activity
• Create and maintain file on each customer account
• Work with Supply Chain on product availabity
• Work with Logistics on freight procurement
• Work with freight fowarders on Export/Import shipments
• Participate in on-call program

Skills/Competencies:

Level of Education & Experience in general

• High school diploma or equivalent
Previous related experience preferred in chemical industry
• - import/export, sales, marketing, warehousing, or customer service function

Technical Skills

• Good oral and written communication
• Strong organizational skills required
• Computer literate and ability to learn new systems
• Typing with strong Microsoft Excel, Microsoft Word, and SAP skills

Behavioral Skills

• Ability to handle mulitple tasks and high levels of stress
• Independently, highly motivated with strong interpersonal skills required
• Analytical thinking, self-control, tenacity, thoroughness, interpersonal awarenesss, rational persuasion, concern for standards, and result oriented
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ADA Physical requirements, visual acuity requirements and environmental conditions

While performing the duties of this job, the employee is regularly required to sit and perform tasks requiring repetitive use of hands. The employee must occasionally walk, stand and travel by car, airplane or other means.  Exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Employee must have the ability to see written documents, computer screens, and to adjust focus.

Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction.  Ability to receive detailed information through oral communication and to make discriminations in sound.

Work Environment:Â This job is performed mainly in a temperature-controlled office environment.

PERFORMANCE INDICATORS

• Order Accuracy
• Customer Complaints
• 100% ISO Compliance
• SHE Performance: Zero incidents
• Departmental Goals & Objectives ≥ 99%
• 100% compliance:
• EPA
• GMP
• DOT
• OSHA
• Meet all departmental annual training and progression goals: individual and direct/indirect reports as defined in annual performance assessment

Our culture is one of honesty and integrity with an emphasis on safety, health and environmental performance. Â On our team, people are acknowledged for embracing new practices that help create real value for customers.