Senior Customer Service Representative – Petrochemical Industry

We are seeking a highly experienced and detail-oriented Senior Customer Service Representative with a strong background in the petrochemical or industrial sector to manage end-to-end order management, logistics coordination, customer service operations, documentation processing, and complaint handling, ensuring high service levels, operational efficiency, and customer satisfaction.Key Responsibilities:Order Management:Process sales orders in SAP according to OTC (Order-to-Cash) procedures and ensure accurate execution in the system.Manage full order lifecycle from order entry to closure, ensuring timely delivery to customers.Execute and maintain accurate sales forecast inputs and system updates.Monitor order status and ensure proper tracking, follow-up, and closure in SAP.Initiate and monitor order unblocking processes in coordination with Sales and Account Managers.Support inquiries and quotation processes in coordination with relevant commercial teams.Ensure availability checks and coordinate with plants regarding capacity and lead times.Place orders in SAP and coordinate with plants for execution and delivery planning.Documentation Processing:Coordinate with documentation teams to ensure timely preparation of all payment-related documents (LC and non-LC).Follow up on Letters of Credit (LCs) and ensure compliance with banking requirements.Prepare and verify non-LC commercial documents for shipments.Receive and confirm Bill of Lading (BL) drafts with shipping lines.Manage issuance and dispatch of original shipping documents to customers or banks.Request and follow up on corrections in documentation to avoid delays, penalties, or demurrage charges.Order Fulfillment & Logistics:Coordinate with affiliates and trucking companies for shipment execution and delivery tracking.Nominate trucks according to allocation plans and monitor transportation performance.Follow up on lifting and delivery timelines to ensure adherence to schedules.Handle shipment interruptions and coordinate resolution of accidents or damages.Monitor logistics performance to avoid delays and customer complaints.Ensure proper execution of Goods Issue (GI) and Goods Receipt (GR) in SAP.Ensure service delivery aligns with agreed service levels and customer expectations.Shipment Monitoring:Track ongoing shipments and provide continuous updates to customers and stakeholders.Investigate shipment disruptions and coordinate with all concerned parties for resolution.Escalate exceptions when required and ensure timely corrective actions.Maintain proactive communication with customers regarding shipment status and issues.Customer Relationship Management:Build and maintain strong relationships with customers to ensure high service satisfaction.Act as the primary point of contact for customer inquiries and operational support.Provide guidance and solutions for customer operational and logistics issues.Ensure timely response to all customer requests and concerns.Continuously work on improving customer service quality and logistics performance.Complaint Handling:Handle customer complaints in a professional, timely, and structured manner.Record and manage complaints in SAP systems and ensure proper tracking.Coordinate with Account Managers, Business Managers, Technical teams, and Supply Chain functions for resolution.Initiate non-technical complaint processing and diversion processes when required.Process credit notes and refunds based on approvals and written communications.Ensure full closure of all complaints within defined timelines and standards.Data Quality & Reporting:Ensure accuracy and integrity of customer, order, and logistics data in SAP.Monitor and resolve data quality issues on an ongoing basis.Prepare and submit operational reports including shipping, logistics, and customer service KPIs.Provide reports as requested by Customer Service and PTO management.General Responsibilities:Monitor overdue payments and coordinate with finance teams for resolution and invoice clearance.Maintain and manage master data for customers and transport companies.Ensure compliance with company policies and procedures in all system processes.Support Customer Satisfaction (NPS) initiatives and improvement programs.Monitor rebate contracts and ensure alignment with agreements and system records.Support safety and sustainability initiatives with relevant stakeholders.Participate in customer service improvement projects and operational initiatives as required.Provide solutions for operational disruptions and escalate when necessary.Requirements:5 to 18 years of experience in customer service, order management, logistics, or supply chain roles within the petrochemical or industrial sector.Strong hands-on experience with SAP (OTC / Order-to-Cash processes).Strong knowledge of logistics, shipping operations, and documentation processes (LC & non-LC).Excellent communication, coordination, and stakeholder management skills.Ability to manage complex processes in a fast-paced operational environment.