Customer Service Specialist

Dow · Manufacturing & Industrial

Navi Mumbai (IND)
On-site
Posted today
Apply by 9 Nov
Customer Service & Support

About the job

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place.

About you and this role

As a Customer Service Specialist, you will serve as the primary point of contact between customers and Dow's business value chain partners. In this role, you will be responsible for delivering exceptional customer service while managing complex order fulfilment activities and supporting business profitability. You will collaborate with cross-functional teams including Manufacturing, Supply Chain, Logistics, Marketing & Sales, and Planning to ensure seamless customer support and operational excellence.

The ideal candidate is customer-focused, proactive, and capable of managing multiple priorities in a dynamic international business environment. Strong problem-solving skills, commercial awareness, and the ability to build strong customer relationships are critical to success in this role.

Responsibilities

Manage end-to-end Order-to-Cash (OTC) processes, including order entry, fulfillment, and order management.

Process international and export customer orders while ensuring accuracy and timely delivery.

Collaborate with logistics, supply chain, and other cross-functional teams to support customer requirements.

Develop strong customer relationships by understanding business needs and providing effective solutions.

Resolve customer issues proactively while maintaining high service levels and customer satisfaction.

Optimize service delivery by balancing customer expectations with business capabilities and cost-effective solutions.

Support commercial growth initiatives, ensure regulatory compliance, and monitor performance metrics to drive operational excellence.

Qualifications

Bachelor's degree in any discipline.

Minimum 3-5 years of experience in Customer Service, Order Management, or Order-to-Cash processes.

Proven experience handling international customer orders.

Experience in export order processing and documentation.

Working knowledge of SAP ERP systems preferred.

Understanding of Letter of Credit (LC) processes and international trade documentation preferred.

Experience working in a shared service center or multinational environment is an added advantage.

Your Skills

Strong customer focus and relationship management skills. Excellent verbal and written communication skills.

Effective stakeholder management and cross-functional collaboration.

Strong analytical and problem-solving capabilities.

Ability to make sound business decisions in a fast-paced environment.

High attention to detail and accuracy.Proficiency in SAP and Microsoft Office applications.

Ability to manage multiple priorities and meet deadlines.

Continuous learning mindset with adaptability to changing business needs.

Strong interpersonal effectiveness and teamwork skills.

Additional Notes

Experience supporting global customers across different regions and time zones is highly preferred.

Knowledge of Incoterms, export compliance, shipping documentation, and international trade regulations will be an advantage.

Familiarity with customer service metrics such as OTIF (On-Time In-Full), order cycle time, and customer satisfaction measures is desirable.

Candidates with experience in chemicals, manufacturing, supply chain, or shared services environments are encouraged to apply.

Flexibility to support business requirements and collaborate with global teams when needed.

Benefits – What Dow offers you

We invest in you.

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.

Here are just a few highlights of what you would be offered as a Dow employee:

Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.

Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it.

Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. - Employee stock purchase programs (availability varies depending on location).

Student Debt Retirement Savings Match Program (U.S. only). - Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.

Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.

Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.

Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.

Competitive yearly vacation allowance.

Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).

Paid time off to care for family members who are sick or injured.

Paid time off to support volunteering and Employee Resource Group’s (ERG) participation.

Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.

On-site fitness facilities to help stay healthy and active (availability varies depending on location).

Employee discounts for online shopping, cinema tickets, gym memberships and more.

Additionally, some of our locations might offer: - Transportation allowance (availability varies depending on location)

Meal subsidiaries/vouchers (availability varies depending on location)

Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment . We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com .

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