Customer Care Representative

Oxea Chemicals Company Overview | World leader in Oxo Chemicals

Oxo products are the core competency of Oxea. We are producing more than 70 oxo intermediates and oxo derivatives for customers in a wide range of industries with various end market applications. Our chemicals are important ingredients in products that are used in daily life around the world. "We" refers to more than 1,400 Oxea employees worldwide. At our plants in Germany, the USA, China and the Netherlands, we produce intermediates and derivatives.

Job Purpose

The Customer Care Representative plays a critical role in delivering exceptional customer experience while supporting commercial operations. This position serves as a key liaison between customers, Sales, Logistics, Planning and Finance to ensure accurate order execution, master data integrity, pricing compliance, and proactive customer communication.

The role requires strong analytical skills, attention to detail, commercial awareness, and a continuous improvement mindset focused on automation, process optimization, and digital transformation initiatives. The Customer Care Representative contributes directly to customer satisfaction, operational efficiency, and business growth by building strong customer relationships and ensuring seamless order-to-cash execution.

The position will act in accordance with the Group's Mission, Vision, Values & Strategies, as well as, policies, guidelines and international standards, supported by an IT Technology platform, and HSE standards.

Main Tasks and Responsibilities

Customer Relationship

• Build and maintain strong relationships with customers by providing timely, accurate, and proactive communication.
• Act as the primary point of contact for customer inquiries related to orders, deliveries, product availability, pricing coordination, documentation, and service issues.
• Deliver a high level of customer service while managing expectations and resolving issues efficiently.
• Support customer retention and business growth through responsive, professional and solution-oriented communication.
• Collaborate closely with Sales Managers to align customer needs with business objectives.
• Identify opportunities to improve customer experience and recommend service enhancements.

Order Management & Sales Support

• Manage customer orders through the full Order-to-Cash process, ensuring accurate and timely order entry and execution.
• Validate purchase orders against pricing conditions, product availability, and lead-time requirements.
• Coordinate with Logistics (4PL), Planning, and Finance teams to support order fulfillment and delivery commitments.
• Support Sales team with customer follow-up, shipment execution, contract execution, and account maintenance activities.
• Monitor open orders, delivery delays, and customer priorities to ensure proactive communication and issue resolution.
• Ensure compliance with shipment requirements, Incoterms, shipping instructions, and internal business rules.
• Assist with customer allocation management during supply constraints or operational disruptions.
• Support onboarding of new customers and products into internal systems.

Master Data

• Create, maintain, and validate customer master data in SAP, ensuring accuracy and compliance with company standards.
• Manage updates related to customer master info record, material listing, shipping instructions, payment terms, tax classifications, partner functions, material extensions, and commercial data.
• Review and monitor master data quality to minimize operational errors and improve process efficiency.
• Support standardization and harmonization of customer and pricing data across regions and systems.
• Participate in data cleansing and continuous improvement initiatives.

Pricing Management

• Support pricing implementation activities in SAP according to approved commercial agreements and price sheets.
• Validate pricing accuracy on customer orders and invoices to ensure compliance with approved pricing structures.
• Coordinate with Sales, Marketing and Finance teams regarding pricing updates, corrections, and escalations.
• Monitor pricing discrepancies and support root-cause analysis to reduce billing and invoice issues.
• Support price card maintenance and open-order refresh activities when pricing changes occur.

Automation and Continuous Improvement

• Support "touch-free" automation and digital transformation initiatives within Customer Care and Order-to-Cash processes.
• Participate in implementation and optimization of electronic order platforms, EDI, OCR/AI order entry tools.
• Identify process inefficiencies and recommend automation opportunities to improve accuracy, productivity, and customer experience (focused on operational excellence and simplification).
• Support KPI reporting and data analysis related to customer service performance, order accuracy, and process effectiveness.
• Contribute to standard operating procedures (SOPs), work instructions, and processing documentation.

Key Interactions

• Work effectively with Sales, Marketing, Planning, Logistics (4PL), Finance, Quality and Regulatory teams to support business continuity and customer satisfaction.
• Coordinate with global and regional teams to align customer requirements and operational priorities.
• Support escalation management during supply disruptions, transportation issues, or customer complaints.

Notable Working Conditions

• Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Must be able to access and navigate each department at the organizations facilities.

Background & Experience

• 3-5 years of experience in Customer Service, Customer Care, Order Management, Sales Support, Supply Chain, or related commercial operations environment.
• Experience within the chemical, petrochemical, manufacturing, or industrial industry preferred.
• Experience working with SAP ERP systems required.
• Experience with CRM systems, EDI platforms, or automation tools preferred.
• Experience with pricing management, master data maintenance, and electronic order platforms is highly preferred.

Competencies and Skills

• Builds strong customer relationships by providing responsive, professional, and solution-oriented support to customers.
• Communicates clearly and professionally with customers and cross-functional teams through effective verbal and written communication.
• Strong analytical and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Identifies issues proactively, analyzes root causes, and implements effective solutions to support operational efficiency and customer satisfaction.
• Understands the impact of customer service operations on pricing, profitability, supply chain execution, and customer retention.
• Adjust effectively to changing business priorities, customer demands, and operational challenges within a fast-paced environment.
• Demonstrates reliability, takes ownership of responsibilities, and follows through on commitments with a strong sense of urgency.
• Supports digital transformation initiatives and embraces automation tools that improve efficiency, accuracy, and customer experience.

All Employees are invited to participate regardless of race, sex, age, color, national origin, marital status, religion, disability or veteran status, and any other criterion prescribed by law.