Customer Service Advisor

Job Description:

Customer Service Advisor

Huntsman is seeking a Customer Service Advisor (Order Management and Fulfillment) to support the Polyurethanes (PU) Division located in San Jose, Costa Rica. This position will report to the Order Management Team Lead.

Job Scope

The Customer Service Advisor (CSA) is Huntsman’s “face to the customer,” overseeing and ensuring seamless execution of the customer ordering process. The CSA must be knowledgeable in systems, policies, and products within the business, while managing orders from receipt through delivery. The role requires strong customer engagement skills, accuracy, and the ability to manage a high workload under tight deadlines.

Key Responsibilities

• Manage day-to-day relationships and orders for assigned customer accounts, providing professional, trustworthy, and proactive service.
• Handle customer orders, issues, product returns, cancellations, complaints, quotes, documentation requests, and same-day order entry.
• Demonstrate product knowledge and recommend alternatives when appropriate.
• Manage escalations and fee negotiations, ensuring timely resolution of issues.
• Apply service standards (“business rules”) to customer ordering and delivery processes.
• Own and streamline specific processes such as returns or master data management.
• Communicate regularly with customers and/or sales representatives regarding account status.
• Collaborate with Finance, Supply Chain Planning, and Logistics to resolve order blocks.
• Contribute to customer service metrics (order entry time, confirmation time, cancellations, etc.).
• Coordinate transportation of chemical products, ensuring timely and cost-efficient delivery.
• Manage delivery creation, tracking, and compliance in SAP.

Employee Activities

• Balance workload (orders, calls, emails) with strong multitasking and prioritization skills.
• Act as subject matter expert for systems and processes; support testing and implementations.
• Assist teammates in workload balancing and coverage when needed.
• Actively participate in EH&S initiatives and follow company policies on attendance and punctuality.
• Demonstrate Huntsman’s customer service values in all interactions.

Relationship Management

• Work closely with manufacturing, logistics, credit, supply chain, commercial, pricing, and other stakeholders to ensure accurate and timely order fulfillment.
• Manage assigned accounts or spot deals for inside sales, which may include order solicitation and price negotiation.
• Travel as required to meet customers.

Support & Leadership

• Serve as primary backup for the Team Lead and support team coverage during staffing gaps or high-demand situations.
• Provide reporting, process improvements, and serve as a “go-to” resource within the team.
• Mentor and support new or developing employees.

Minimum Qualifications

• 3+ years of customer service experience with a strong focus on customer engagement
• Written and spoken proficiency in English (B2+) and Spanish.
• Strong organizational, communication, and decision-making skills.
• Ability to multitask, resolve issues, and build strong customer relationships.

Preferred Qualifications

• Immediate Availability

• 2+ years of experience in Order Management and/or Supply Chain roles.
• Experience in the chemical or manufacturing industry.
• Experience with SAP Sales & Distribution and CRM modules.

• Excel Proficiency (Intermediate).

• Experience with Transportation Management Systems (TMS).

Additional Locations: