BPSC Role Summary

Tower: Customer Service

Role: Customer Service Representative
Location: Terneuzen
End level: 11

Introduction

The Customer Service department supports clients during the order processes phase: from
entering the order in the various systems up to the delivery of the product. The Customer Service
department serves as the connection between the internal organization, clients and third parties,
such as suppliers.

Role Description

The Customer Service Representative is the interface between Dow’s main Distribution Partners,
the Dow businesses and related value chain partners. The role exists to deliver highly reliable
operational service excellence to these channel partners as agreed, while ensuring profitability to
Dow.

Job Expectations
 Serve as the Distributor’s focal point for all operational needs, collaborating closely with
commercial, Supply Chain and other functional partners across the value chain to meet
business objectives while servicing the Distribution partners with excellence. On a day to
day operational basis, represent the businesses’ interest and strategy towards the channel
partners, and likewise represent the Distribution Partners’ valid requirements internally in
Dow.
 Coordinate supply and service needs across an international network of internal and
external partners in Dow, the BPSC, outside of Dow and across the businesses assigned
(as Distributors buy from all Dow businesses).
 Order Receipt & Handling – handle routine and non-routine distributor order activities
utilizing and following work processes, business strategies and best practices to ensure high
quality service throughout the whole “Order To Cash Cycle”.
 Provide Supply and Sales related services to our main Distributers in EMEA, according
to the respective service standards agreed with these channel partners. This may include
managing the Distributor’s demand, operating supplier portals, managing supply to

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 Distributors (including Vendor Managed Inventory, if required), supporting electronic
orders, following up on samples, etc.

Indicative Activities
 Anticipation of Distributor’s expectations and identification of best solution or next best
alternative.
 Differentiation between the Distributor’s requirements versus Dow offerings and
appropriate selection of the best/cost effective solution in support of the channel strategy
for the respective business and in accordance with the service agreements established.
 Ensuring that the Distribution partners fulfill their obligations in the channel agreements,
e.g. respecting lead times, offtake of agreed volumes and other agreements as per the
Distribution contract.
 Understand business goals and ensure operational service provided to the Distribution
partners supports the channel strategy
 Good understanding of the Supply Chain and Produce Product work process and close
teamwork with the functions involved.
 Work closely together with the Commercial function and be an active contributor in the
Distributor’s Account Teams. Highlight improvement opportunities in order to:
1. Reach operational and service performance as planned
2. Reduce effort for Dow and Distribution partners
3. Act as gatekeeper for the meaningful application of Business Service Standards.
 In the event of a service failure, look for immediate best solution for the Distributor and
initiate corrective actions via the Complaint Resolution process.
 Engage in service and process improvement projects.

Education

MBO 3/4

Experience

2 years of relevant work experience in Customer Service, International Trade or Demand and
Supply Planning.

Other Qualifications

 Fluency in English (written & oral)

 Good command of one or more other European languages, Polish and/or French is
preferred.
 Effectively communicate and respond to different stakeholders involved in the process
 Advanced knowledge of Microsoft Office Desktop applications

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  Experience with SAP R3
 Strong analytical skills
 Works independently, is self-motivated and accountable
 Ability to work towards tight deadlines
 Customer service mindset
 Excellent planning & organization skills

Competency Levels
Behavioral B1 B2 B3 B4 B5 Technical T1 T2 T3 T4 T5
Competency Competency
Initiative Business Knowledge
Teamwork Financial Discipline
Customer Focus Functional Knowledge
Interpersonal Regulatory &
Effectiveness Compliance
Learning Systems Knowledge
Innovation
Value Creation
Analytical Thinking
Planning and
Organization
Leadership

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