Order Management and Fulfillment Advisor

Job Description : Order Management and Fulfillment Advisor Huntsman is seeking an Order Management and Fulfillment Advisors  supporting the Polyurethanes division located in San Jose, Costa Rica. These positions will report to the Order Management Team Lead. Job Scope   The Order Management and Fulfillment Advisor is Huntsman's "face to the customer" overseeing and ensuring seamless execution of the customer ordering processes. The Order Management and Fulfillment Advisor is knowledgeable in the systems, policies, and products for the business they report through.  Must be able to serve both internal and external customers and be aware of how to get things done through the established processes and deploy Huntsman resources to effectively manage customer orders from receipt through delivery. Must be able to track and improve efficiency and effectiveness through a defined set of metrics and key performance indicators. Must be able to handle a large workload on a tight schedule with a high degree of accuracy and correspond in a professional manner.  In summary, as an Order Management and Fulfillment Advisor, you will:     Order Management and Customer Fulfillment Manage the day-to-day relationships and orders for identified customer accounts, ensuring proficient and knowledgeable customer service is provided with a sense of integrity and trust. Perform all job duties by following required company and/or department processes in handling customer orders, issues, product returns, order cancellations, complaints, quotes, documentation requests, same-day order entry and data maintenance. Have good working product knowledge and may suggest alternate or compatible products to customers as needed. Manage any issues that may arise in a timely manner towards resolution, including alternate escalation protocols and fee negotiation. Ensure proper application of service standards (“business rules”) to the customer ordering and delivering processes. Have ownership of a “streamlined process” such as returns or master data management as required. Provide regular feedback and pro-active communication to the customer and/or sales representatives regarding the status of the accounts. Manage order blocks working close to other functions as Finance/Credit, Supply Chain Planning and Logistics. Contribute to attain and improve customer services metrics and key performance indicators as time to enter orders, order confirmation time, number of orders and line items, order changes and cancellations, and others defined by the group. Coordinate and plan the transportation of chemical products, ensuring timely and cost-efficient delivery to customers. Work closely with logistics providers to manage transportation schedules and routes, optimizing for delivery time and cost. Collaborate with internal teams and external transporters to resolve any transportation issues, such as delays or route changes, ensuring minimal disruption to the customer fulfillment process. Manage the end-to-end delivery process in SAP, including creating and monitoring deliveries based on customer orders. Ensure all necessary data is accurately entered into the system, and track progress to ensure compliance with customer requirements. ​ Employee Activities Manage workload including order count, call and email volumes, including proficiency in multi-tasking, resolving competing priorities, meeting requested deadlines, troubleshoot issues, and provide excellent written and verbal communication with required parties. Be the subject matter expert on matters relevant to systems and processes.  Perform user acceptance testing as required. Handle additional responsibilities without affecting day to day activities. Follow instructions and perform other duties as may be assigned by supervisor and/or manager and may assist in the monitoring and balancing of team workload. Arrive at scheduled start time. Employ safe work practices and actively participate in EH&S