Senior Order Management and Fulfillment Advisor

Job Description : Senior Order Management and Fulfillment Advisor Huntsman is seeking a Senior Order Management and Fulfillment Advisor supporting the Polyurethanes  Division located in San Jose, Costa Rica. This position will report to the Order Management Team Lead. Job Scope The Senior Order Management and Fulfillment Advisor serves as Huntsman's primary customer-facing representative, overseeing and ensuring the seamless execution of customer ordering processes. This role is responsible for managing customer orders from receipt through delivery, providing exceptional service to internal and external customers, and leveraging established systems, policies, processes, and resources to ensure efficient order fulfillment. The Senior Order Management and Fulfillment Advisor is expected to drive operational excellence through key performance metrics, handle high-volume workloads with accuracy, and communicate professionally while supporting customer satisfaction and business objectives. In summary, as a Senior Order Management and Fulfillment Advisor, you will:      Order Management 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. 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 initiatives. Follow company and departmental attendance, punctuality, and other policies. Demonstrate customer service core values, defined by our mission statement.  Relationship Management Work closely with manufacturing, logistics, credit, supply chain, technical, commercial, pricing and other key stakeholders to insure timely and accurate order processing and delivery in accordance with customer requirements and manufacturing capabilities, and respond to internal and external issues, product returns, and complaints, following any issues through to completion with a sense of urgency. Have assigned customer accounts or manage spot deals for inside sales activity, which may involve order solicitation, price negotiation and systems entry, and some travel to meet with