Customer Care Improvement Expert

**Our purpose**
Join a team that's passionate about partnership.
With careers at Dow, we take time to explore questions and talk to each other.
We love to learn.
Our people are driven by limitless curiosity.
We are an innovative, customer centric, inclusive, and sustainable materials science company.
- Employing 36,500 individuals
- Across 109 manufacturing sites
- In over 31 countries
Our portfolio of products and solutions include:
- Plastics: With new technology trends, our plastic additives can be experienced in many everyday items including vinyl, blow-molding bottles, film, rigid containers, PVC plastics, siding, decks and rails, foam pipes and profile formulations, window frames and high-efficiency lubricants.
- Industrial intermediates: As the product of a reaction that is beneficial when used as a precursor chemical for another product, industrial intermediates can take on many shapes and forms.
Ours are used in home comfort and appliance, building and construction, adhesives and lubricants, and more.
- Coatings: Whether it's a water-based coating or solvent-based coating, a thin film is deposited on materials to enhance specific properties such as enhanced performance, durability, aesthetics, and sustainability.We make diversity and inclusion a priority—because sharing our perspectives and building on each other's ideas will drive innovation.
Could you imagine yourself in a place like this?
Dow has a great opportunity as Customer Care Improvement Expert based in São Paulo (BRA).
he ability to maintain good service levels to our customers is a key component of the Customer Care Center value proposition and a reliable and smooth execution of the Order to Cash (OTC) chain.
The job spans across the entire organization with focus on the critical interfaces between Supply Chain, Planning, OTC, product quality, regulatory, Sales and Logistics/ITO, with an end-to-end focus and a customer viewpoint.
Time horizon in scope includes both short term operational troubleshooting with focus on containment as well as the longer-term (RCI) root cause investigation for designing and building a reliable, cost effective and sustainable excellence operation in the LAA region.
The role promotes a Customer Care Center focused on service excellence culture by acting as the "voice of the customer" within the Business and functions as well as the voice of "CX" culture in front of our customers.
Responsibilities / Duties
- Together with Commercial and DP2F council lead activities with an E2E focus to improve CX in complaint satisfaction and logistics service quality.
- Processes high value or legally complex complaint and determines correct course of action.
- Communicates with internal/external management in a proper and correct manner.
- Escalates legally complex or unusually high value complaint to appropriate functions.
- Joins external surveys and defends the business to safeguard their interests verbally as well as in writing.
- Increases customer and internal client satisfaction.
- Challenge internal stakeholder groups outside Customer Care Center when required and hold them accountable for Containment data accuracy and urgency on timely response.
- Ensure timely and accurate complaint coordination for high quality investigations and implementation of corrective actions to avoid future defects.
- To manage all potential claims ensuring mínimal financial impact to the company.
- To be a Key contact for individual training needs for handling customer complaints.
- Lead Project initiatives based on complaint trend analysis inside the business and cross functional to eliminate complaints recurrences.
- Partners with cross-functional teams and business experts to support design, development, and change management for operations changes and continual improvement.
- Provides quality work process support to all businesses - representing all aspects of the ISC Quality Assurance functional requirement and work processes to enable improvements.
Experience
- Required education: University Degree, preferably in Supply Chain Management, Business, Engineering or other Sciences.
- Desirable professional background in an Order to Cash operational role and supply chain experience.
- Advanced proficiency in English Language.
Qualifications, Abilities and Skills:
- Strong focus on Customer with bias to enhance service level and operation reliability.
- Ability to manage diverse stakeholders and Customers.
- Experience on change management and projects.
- Focus on results and to manage ambiguous scenarios.
- Experience with cross-functional teamwork and team facilitation.
Expected travel requirements are