Customer Service Representative

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Position Summary

We are looking for a proactive and customer-focused Customer Service Representative to support B2B customers within the Specialty Polymers Business Unit in a multinational environment. The role manages the full order-to-cash customer service cycle, ensuring accurate order processing, strong service levels, and effective coordination with internal stakeholders. The ideal candidate is experienced with SAP, CRM tools (including Salesforce), and communicates confidently in English and another language.

Key Responsibilities

- Act as the primary point of contact for assigned B2B customers, ensuring timely, professional, and solution-oriented support.

- Manage end-to-end order management in SAP: order entry, validation, confirmations, changes, and cancellations.

- Track order status and coordinate with Planning, Logistics, Customer Logistics, Sales, and Operations to secure on-time delivery.

- Handle customer requests related to product availability, lead times, pricing conditions (as applicable), delivery notes, shipment tracking, and documentation.

- Ensure customer master data accuracy (addresses, delivery instructions, Incoterms, payment terms) and maintain up-to-date records.

- Manage and follow up on claims, returns, and complaints, coordinating with Quality and Supply Chain as needed.

- Support invoicing and dispute resolution in collaboration with Finance (e.g., pricing discrepancies, credit notes, proof of delivery).

- Log and maintain customer interactions and service activities in CRM/Salesforce, ensuring data quality and traceability.

- Escalate critical issues appropriately and communicate clearly with customers on status, actions, and timelines.

- Contribute to continuous improvement initiatives (SOPs, templates, automation ideas, KPI tracking, customer experience).

Required Qualifications & Experience

- 2+ years of experience in Customer Service / Order Management / Sales Support in a B2B setting, ideally within a multinational company.

- Hands-on experience with SAP (SD module preferred) and CRM tools, ideally Salesforce.

- Understanding of order-to-cash processes and customer service KPIs.

- Strong communication and stakeholder management skills; ability to work effectively under time pressure.

- High accuracy, attention to detail, and structured problem-solving approach.

Language Requirements

- Fluent in English (spoken and written)

- Italian is preferred and would be a strong asset

- A second European language is a plus (French or German)

Skills & Competencies

- Customer-centric mindset with strong ownership and follow-through.

- Ability to prioritize, manage multiple cases/orders, and meet deadlines.

- Strong collaboration skills across Sales, Supply Chain, Finance, and Quality.

- Solid MS Office skills (Excel, Outlook); experience with reporting tools is a plus.

Preferred / Nice to Have

- Experience in industrial/manufacturing or complex supply chain environments.

- Familiarity with Incoterms, export documentation, and international logistics flows.

- Experience working with service level targets (e.g., OTIF, backlog management, dispute resolution cycle time).

What We Offer

- A role in a multinational B2B environment with exposure to global customers and cross-functional teams.

- Opportunities to develop expertise in customer operations, systems, and process excellence.

- Competitive compensation and benefits aligned with local market practices. The Portuguese annual base salary reasonably expected to be paid for this new hire is € 22,000 to € 30,000. Actual compensation will be determined based on factors such as skills, experience, qualification and internal equity and can ultimately be more or less than the posted salary range.

About us

- Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.

- At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.

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