Customer Support Representative

About this role Focuses on the critical interfaces between supply chain planning, customer service, product quality, regulatory, sales and logistics/ITO, with and end-to-end focus and a customer view point. Includes both short term operational troubleshooting as well as the longer term view of designing and building a reliable, cost effective and sustainable supply chain in the Area of scope. Promotes a customer focused Integrated Supply Chain quality culture by acting as the voice of the customer” within the Business and the voice of the Business Supply Chain in front of the customers. In this role, you will require conceptual knowledge of theories, practices, and procedures as well as having general business knowledge developed through education or prior experience related to your discipline and functional area. You will need to have the ability to exchange straightforward information with others and ask questions to check for understanding. It is your responsibility to use established procedures and practice to analyze and resolve standard problems. You will be accountable for assigned contributions with no direct supervisory responsibilities. Your performance impacts your own work with limited impact on your team. You will need to use established procedures and practices to achieve objectives and meet deadlines. Responsibilities – Duties, projects, tasks, and activities you would be responsible for in this role Represents the business ISC in front of the Area Commercial teams and in front of the customers Accountable for his/her personal contributions towards the delivery of the target service levels in the Area of scope, including Get it Right, OTD, Order Automation/touches, SMI, supply chain cost to serve, Service QNs and days to close Champions Customer Success Teams in the Area, thus creating/maintaining a culture in the businesses where every employee is generating value for the customers and for Dow Accountable to implement the defined plans and actions in support of business needs Works closely with leveraged support functions (in particular Customer Service, Logistics including outplants, Procurement) to ensure the business requirements are most effectively met Leads collaboration projects with strategic customers to reduce waste in the E2E Supply Chain and enhance customer and supplier collaboration Networks with other Supply Chain Quality Leaders to optimize operations and leverage best practices globally Works with Quality, Regulatory and Logistic functions to develop a supply chain strategy to implement applicable quality/regulatory management systems (e.g. ISO 9001, TS 16949, ISO 22000, GMP, GDP, etc.) for all aspects of supply chain operations. Where appropriate, facilitate external systems certifications/audits (e.g. ISO 9001, FDA, etc.) Ensures effective design, implementation, and deployment of the cross functional CAMP work process for the business in the Area of scope and ensure effective RCIs and minimizes rework on customer complaints Qualifications 1-2 years of relevant experience preferred. University Degree, preferably in Supply Chain Management, Business, Engineering or other Sciences NA only: relevant military experience of an E6 ranking or higher The critical competencies required for success are: interpersonal effectiveness, understanding customer needs, team work, taking initiative, problem solving skills, technical proficiency in use of computer applications and analytical skills and Dow policies and procedures, disciplined and good at implementation