Job Description

Eastman’s current hiring policy encourages and prefers new hires be fully vaccinated before reporting to work in this role when possible. Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,000 people around the world and serves customers in more than 100 countries. The company had 2021 revenues of approximately $10.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.

Position Purpose

As Customer Service Representative (CSR) you understand internal and external customer needs, provide insights and deliver exceptional customer service in line with our standards. As primary contact for our customers you will not only be responsible for the entire Order to Cash process but also manage customer inquiries and feedback. You partner with internal stakeholders, such as Sales, Product Management, Planning and Logistics to deliver results consistent with the business strategy. Because the product portfolio is diverse and complex, your priorities will change daily

Responsibilities

• Ensure Order Fulfillment, Customer Feedback, enabling processes and moderately complex customer service activities are effectively managed according to business need and strategy through prioritization, negotiation and follow-through.
• Effectively build relationships by providing appropriate and timely responsiveness. Develop an internal network to be utilized to support internal partner and customer needs.
• Partner with Sales to provide required level of sales support. Effectively manage customer and sales inquiries through closure. When necessary, attend customer visits with Sales.
• With direction; collaborate, coordinate and implement solutions in support of customers and cross functional partners while seeking the most optimal solution for both the customer and Eastman.
• Communicate effectively and consistently within natural work unit to support back-up requirements and ensure gleaned knowledge is shared appropriately.

Qualifications

Educational Requirements:

• Bachelor’s Degree preferred

Required Experience:

• Experience in the field of Customer Service and/or business and/or Supply Chain experience preferred but not a must
• Customer focused, pro-active
• Able to communicate and write in English and Mandarin
• Strong computer skills, with SAP and SalesForce experience will be an advantage
• Must work well under pressure, with time demands and have ability to multi-task in a dynamic business environment.

Other Job-Related Requirements:

• Will consider fresh graduate if the individual is willing to learn, have a positive attitude and able to work well with others and able to communicate and write in English and Chinese

Eastman Chemical Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law. Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.