At a Glance
- Tasks: Deliver exceptional customer service and manage orders from start to finish.
- Company: Join Stepan, a global leader in specialty chemicals with over 90 years of experience.
- Benefits: Flexible working hours, competitive salary, and opportunities for career growth.
- Other info: Dynamic team environment with a focus on professional development.
- Why this job: Make a real difference by enhancing customer satisfaction and loyalty.
- Qualifications: Experience in customer service or logistics; SAP knowledge is a plus.
The predicted salary is between 25000 - 32000 € per year.
37 Hours per week Monday to Friday flexible start and finish times.
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.
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; elevate risks early and propose options. Monitor and resolve delivery blocks, credit/price holds, and master data issues, working with relevant teams to minimize 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.
Experience
- Previous experience in customer service, order management, logistics coordination, or supply chain environment (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 on order documentation (incoterms, delivery terms, export documents) with 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.
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.
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.
Why Work At Stepan? Stable
Customer Services Representative employer: Stepan Company
Stepan EMEA is an exceptional employer, offering a dynamic work environment in Stalybridge where flexibility and employee satisfaction are paramount. With a strong focus on customer service excellence, employees benefit from comprehensive training, opportunities for professional growth, and a supportive team culture that values collaboration and innovation. Join us to be part of a global leader in the chemical manufacturing industry, where your contributions directly impact customer loyalty and operational success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Representative
✨Tip Number 1
Get to know the company inside out! Research Stepan EMEA and understand their values, products, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Services Representative, you'll need to convey information clearly and professionally. Role-play common customer scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and even lead to referrals, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to follow up! After interviews, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Services Representative
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Services Representative role. Highlight your relevant experience in customer service, order management, and any specific skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, it's crucial to demonstrate your strong written communication skills. Use clear and professional language in your application, and don’t forget to mention any experience you have with managing customer queries and complaints.
Highlight Your SAP Experience:If you've worked with SAP before, make sure to mention it! We’re looking for someone who can manage customer orders accurately, so any experience you have with SAP or similar systems will definitely give you an edge in your application.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team at Stepan!
How to prepare for a job interview at Stepan Company
✨Know Your Customer Service Basics
Brush up on your customer service principles, especially those related to order management and logistics. Be ready to discuss how you’ve handled customer queries and complaints in the past, showcasing your ability to resolve issues quickly and effectively.
✨Familiarise Yourself with SAP
Since this role involves managing orders in SAP, make sure you’re comfortable discussing your experience with the software. If you’ve used it before, prepare specific examples of how you’ve ensured order accuracy and managed data integrity.
✨Demonstrate Proactive Communication Skills
Think of instances where you’ve proactively communicated with customers or internal teams about order statuses or potential issues. Highlight your ability to keep everyone informed and how that contributed to customer satisfaction.
✨Showcase Your Attention to Detail
This role requires a strong focus on accuracy and detail. Prepare to discuss how you ensure precision in your work, whether it’s through double-checking orders or maintaining accurate customer data. Use examples that illustrate your disciplined approach to service execution.
