Senior Customer Service Advisor

Senior Customer Service Advisor (Order Management and Fulfillment)

Huntsman is seeking a Senior Customer Service Advisor supporting the Division Name Division located in Location. This position will report to the Customer Service Manager .

Job Scope
The Senior Customer Service Advisor (CSA) is Huntsman's "face to the customer," overseeing and ensuring seamless execution of the customer ordering processes. The Sr. Customer Service Advisor is knowledgeable in the systems, policies, and products for the business they support and manages customer orders from receipt through delivery while tracking efficiency and performance metrics.

In summary, as the Senior Customer Service Advisor, you will:

• Manage day-to-day relationships and orders for assigned customer accounts.
• Handle customer orders, issues, returns, cancellations, complaints, quotes, and documentation requests following established processes.
• Maintain product knowledge and recommend alternate or compatible products when needed.
• Resolve issues in a timely manner, including escalation and negotiation when required.
• Ensure proper application of service standards and business rules.
• Own specific processes such as returns or master data management.
• Provide proactive communication regarding order and account status.
• Manage order blocks by working closely with Finance, Supply Chain, and Logistics.
• Track and improve customer service metrics and KPIs.
• Manage end-to-end delivery processes in SAP, ensuring accurate data entry and tracking.
• Manage workload including high volumes of calls, emails, and orders while meeting deadlines.
• Act as subject matter expert on systems and processes and support testing activities.
• Collaborate with cross-functional teams including manufacturing, logistics, credit, and sales.
• Support team operations, including backup coverage and workload balancing.
• Design, maintain, and distribute reports.
• Support continuous improvement initiatives and team performance goals.
• Serve as mentor and support development of team members.
• Maintain compliance with safety, company policies, and training requirements.

Qualifications
You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

All candidates are expected to work at our office in AFZ, Heredia on Mondays, Wednesdays, and Thursdays. Please note that there may be occasions where additional office days are required, due specific business needs.

The candidate must have an unrestricted right to work for Huntsman in Costa Rica.

Minimum Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, Engineering, or a Technical field (completed or in progress).
• 3+ years of experience in Customer Service and/or shared service environments.
• 3+ years of experience in Order Management and/or Supply Chain roles.

• Advanced English proficiency (C1 preferred).

Skills and knowledge

• Strong organizational skills.
• Ability to prioritize workload and meet deadlines.
• Ability to think independently, make decisions, and influence outcomes.
• Accurate data entry and effective written and verbal communication skills.
• Proficiency with Internet, email, and Microsoft Office programs.
• English and Spanish proficiency (written and spoken).
• Customer focus and relationship-building capabilities.
• Adaptability, analytical thinking, and decision-making skills.
• Strong issue diagnosis and resolution skills.
• Internal stakeholder navigation and resilience.

Preferred Qualifications

• Chemical industry experience.
• Experience in manufacturing or similar industry.
• Intermediate Excel proficiency.
• Experience with Transportation Management Systems (TMS).
• SAP Sales & Distribution and CRM modules experience.

Working Environment

• Work in a dynamic shared services environment managing high volumes of customer interactions.
• Interaction with internal and external stakeholders across multiple functions.
• High workload requiring strong time management and accuracy.
• Participation in continuous improvement and EH&S initiatives.

Huntsman is proud to promote equal opportunity in the workplace All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, national origin, disability, age, or any other protected characteristic.    

All unsolicited resumes presented by recruitment agencies are treated as pro bono information or service and will not be compensated.   

Huntsman is aware of scams involving fraudulent job offers. We do not make job offers until after a candidate has submitted a job application and has participated in an interview. Please be advised that any job offer that requires payment or requires you to deposit a check is likely a scam. If you have questions about any open positions at Huntsman or Rubicon, please visit our Careers website at http://www.huntsman.com/corporate/a/Careers.