Job Description
Cabot Corporation (NYSE: CBT) is a leading global specialty chemicals and performance materials company headquartered in Boston, Massachusetts, USA.
Our businesses deliver a broad range of products and solutions to customers in every corner of the globe, serving the transportation, infrastructure, environment and consumer industry sectors. We bring the power of innovative chemistry to solve customers' challenges today while preparing them to meet tomorrow’s needs. Our commitment to innovation is driven by a passion to advance our customers' businesses through our deep understanding of their applications and the global trends that impact their operations.
If you do not meet every requirement, or your experience is slightly different that what we have listed, we still encourage you to apply!
Job Requirements (Principal Responsibilities)
- Answers incoming customer calls and uses system to enter order details. Collects information needed from customer and ensures full understanding of customer’s requirements.
- Coordinates order details with customers, including suggesting changes in shipment dates or product selection and/or quantities, when required, due to availability restrictions. Interacts with other Shared Services departments and/or plant locations to ensure shipments are handled as requested.
- Handles a variety of customers’ concerns and asks appropriate questions to fully understand issues. Identifies problems and either resolves or escalates for resolution. Uses other systems to log in and track customer complaints. Ensures responses to customer are completed in a satisfactory manner.
- May assist less-experienced representatives with training of system and procedures.
- Participates in Center projects as directed.
- Adheres to policies, procedures including safety, internal control, Sarbanes-Oxley regulations and ISO 9000 standards.
- May participate in customer visits.
- Supports efforts to implement and maintain the Responsible Care® Management System in line with the requirements of the RC14001® technical specification, as applicable to the site/region.
Competencies (Knowledge, Skills and Behaviors)
- Knowledge of logistics and specifically customer services and order processing procedures.
- Proficiency in the use of office systems, including use of enterprise-wide systems, such as JDE.
- Customer service orientation; displays proper sense of urgency regarding customer needs.
- Ability to speak clearly and listen with understanding. Ability to interact with customers and internal peers on a daily basis.
- Organization and problem solving skills.
- Attention to details and high level of accuracy.
Education/Experience
- Some college required; Bachelor’s/University degree preferred.
- 3+ years’ customer service experience.
At Cabot, we bring the power of innovative chemistry and a spirit of partnership with our customers to advance solutions that will enable a sustainable future. Our strength in research and development is a major reason why we have been an industry leader for more than 135 years in products such as reinforcing and specialty carbons, battery materials, aerogel, fumed metal oxides, inkjet colorants, masterbatches and conductive compounds.
Our employees around the world are united by our shared purpose: Creating materials that improve daily life and enable a more sustainable future. Through our corporate strategy, “Creating for Tomorrow,” we are focused on our core strengths to lead in performance and sustainability – today and into the future.