Customer Experience Specialist

Job description

Company Overview Imagine Everything. Build the Future with Hexion. At Hexion, we push boundaries, rethink possibilities, and create real impact. We activate science to deliver progress—developing breakthrough solutions that strengthen industries, protect communities, and drive a more sustainable future. This is where bold thinkers, problem-solvers, and innovators come together to shape what’s next. Whether you're engineering advanced materials, transforming manufacturing technologies, or leading strategic innovation, your ideas and actions leave a lasting mark. We cultivate an inclusive culture of growth, collaboration, and accountability, ensuring every contribution propels us forward. We don’t follow the status quo—we challenge it, disrupt it, and improve it. Every role at Hexion is part of something bigger. We invest in innovation, sustainability, and continuous development—equipping you with the tools, training, and opportunities to excel. With an unwavering commitment to safety, partnership, belonging, and impact, we empower you to lead change and strengthen industries worldwide. Your Future Starts Here. If you’re ready to push limits, reimagine what’s possible, and create the extraordinary, Hexion is where you belong. Anything is possible when you imagine everything. Position Overview The Customer Service Account Specialist position is the prime contact for order related activities and is responsible for ensuring customer loyalty by effectively managing the order process. The role will interact with multiple departments across the organization and will be responsible for taking on the challenges of balancing customer and business needs. Job Responsibilities Responsible for the order management process, which includes:  Serve as prime contact for order related activities.  Build and maintain business relationships with customers through multiple communication channels.  Work with associates within department and across the organization to achieve optimal customer satisfaction.  Input new order requests and manage modifications and cancellations for both manual and electronic orders communications.  Coordinate with plants to support on-time order shipment and manage order issues to assure that they are clear for shipment.  Facilitate new business approvals and set up and maintain accurate customer address, contact information, and customer specific requirements.  Ensure appropriate delegation of authority is documented and followed and perform all duties in compliance with company policies and procedures.  Facilitate actions between multiple departments to meet customer specific needs.  Inform sales representatives of current customer activity and order statuses as appropriate.  Work in partnership with the credit department and plants to ensure orders are invoiced and processed in a timely manner.  Responsible for accurate customer address and contact information as well as keep customer specific requirements file updated.  Communicate proactively with customers on requirements, order status, forecast, open complaints, etc to ensure customer satisfaction.  Cross-train and provide backup for other customer service team associates as required.  Manage customer invoice process, as needed.  Participate in both internal and external order management audits. Qualifications & Experience  Bachelor’s degree or equivalent combination of education and experience.  Must be fluent in the English Language.  Other languages, such as Italian, French or Spanish are a plus.  Should have strong oral and written communication skills.  Ability to work effectively in a fast paced, international, multicultural environment.  Must possess strong organization skills & be very detail oriented with the ability to adapt to changing priorities.  Customer oriented mind set.  Ability to work well with others to accomplish common goals.  Experience working with Microsoft Excel and Word.  SAP experience is a plus. Other We are an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to gender, pregnancy, race, national origin, religion, age, sexual orientation, gender identity, veteran or military status, status as a qualified individual with a disability or any other characteristic protected by law. To be considered for this position candidates are required to submit an application for employment through our career site and, be at least 18 years of age. Any offer of employment will be conditioned upon successful completion of a drug test and background investigation, as well as authorization for the Company to conduct additional periodic background checks as required by the Chemical Facility Anti-Terrorism Standards (CFATS) or regulations adopted by the department of Homeland Security or other regulatory agencies. A prior criminal record is not an automatic bar to employment, and the Company will conduct an individualized assessment and reassessment, consistent with applicable law, prior to making any final employment decision.