Customer Service Representative – Stalybridge
Location: Stalybridge, England, UK
Hours: 37 per week Monday to Friday flexible start and finish times
Salary: £30,000-£35,000 per annum
Job Summary
Deliver an outstanding, customer‑oriented service for Stepan EMEA by owning customer interactions end‑to‑end and ensuring right‑first‑time SAP order execution, proactive and transparent communication, and on‑time delivery coordination. Drive customer satisfaction and loyalty by anticipating needs, resolving issues quickly, and reducing errors, complaints, and cost to serve through disciplined, measurable service execution.
Key Responsibilities
* Enter, validate and manage customer orders in SAP (price, terms, product, quantity, delivery dates, plant/ship‑to) to ensure right‑first‑time order accuracy.
* Proactively communicate order status, changes and potential issues to customers and internal stakeholders (planning, logistics, supply chain) to protect service level.
* Coordinate on‑time delivery by aligning requested dates with production and transport capacity; escalates risks early and proposes options.
* Monitor and resolve delivery blocks, credit/price holds, and master data issues working with relevant teams to minimise delays and rework.
* Own case management for customer queries and complaints, ensuring timely response, root‑cause follow‑up and closure; capture learning to prevent recurrence.
* Maintain accurate order and customer master data (ship‑to, incoterms, documentation requirements) to reduce errors and cost to serve.
* Act as the primary point of contact for assigned customers, taking end‑to‑end ownership of requests and ensuring clear closure.
Required Experience
* Previous experience in customer service, order management, logistics coordination or supply chain environments (preferably B2B).
* Experience working with SAP and Microsoft Office tools.
* Understanding of order‑to‑cash process and service KPIs; ability to work in a disciplined, measurable way.
* Fluent English required; additional European language(s) an advantage.
* Working knowledge of order documentation (incoterms, delivery terms, export documents) with a strong data integrity mindset.
* Experience managing customer queries and complaints end‑to‑end, including prioritisation, investigation support and timely closure.
* Demonstrated ability to coordinate with planning, customer logistics, warehousing and transport providers to secure on‑time delivery and resolve exceptions.
* Strong written and verbal customer communication skills, able to explain constraints, options and commitments clearly and professionally.
Required Skills
* Attention to detail and accuracy.
* Ability to work under pressure and meet tight deadlines.
* Ability to work in international teams.
* Knowledge of international trade regulations and customs procedures.
* Ability to work independently and as part of a team.
Company Overview
Stepan is a global specialty and intermediate chemical manufacturer that has been serving a broad range of industries for over 90 years. Today, Stepan is a $2.7 billion revenue company. Our continued success is driven by the passion and commitment of our 2,500+ employees around the world.
Benefits
* Stable & growing.
* Collaborative environment.
* Make a difference & be recognized.
* Committed to safety & sustainability.
* Value‑driven culture.
Stepan is an equal opportunity employer.
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