CUSTOMER SATISFACTION AND DATA COORDINATOR at INEOS Pigments in Ashtabula, OH
At INEOS Pigments, we value our people’s contribution in making us one of the largest producers of titanium dioxide in North America. Providing numerous products and services to industries around the globe, from coatings to plastics to paper and other end-uses, we invest in employee development and offer a wide range of career opportunities, offering everyone the chance to broaden their experience and build a professionally rewarding career.
ABOUT THE ROLE: As the Customer Satisfaction and Data Coordinator, you will contribute to the maintenance, development, and continuous improvement of the SAP systems that support business and work process improvements. You will also be responsible for managing all customer satisfaction tasks and processes, utilizing appropriate practices, tools, and techniques.
SPECIFIC JOB RESPONSIBILITIES: Provide technical expertise and support of the SAP system to identify, develop, and implement business and work process improvements; Maintain configuration, objects, and master data files in the SAP system to ensure data integrity and support end-user decision-making; Work with the EBS team to identify, design, and implement changes or functionality enhancements to the SAP system; Assist with the testing and application of system enhancements or upgrades; Develop and maintain appropriate processes, procedures, and KPIs to support business and system improvements; Complete reports and documentation as required; Input, maintain, review, and retrieve data in the company information system (e.g., / SAP) to perform planning activities, generate reports, and request; Monitor and troubleshoot both the process and system performance. Report deviations, system failures, and assist in investigations and problem resolution; Plan, develop, and deliver training and support for end-users in the SAP system. Be an SAP Super-user; Maintain and foster collaborative effort with all business functions and the EBS team to identify, establish, and share best practices; Provide back-up support for Price Analyst; Administer the company’s formal complaints process, including company compensations; Enter complaints in the system to support report staff; Monitor all new complaints entered into the system for accuracy and assignment; Distribute new complaints to the investigation department, copy other relevant representatives; Proactively follow-up on open complaints to ensure timely completion; Responsibility, as a team leader, to promote and uphold the 20 Behavioral and Safety Principles; Distribute complaint investigation results on closure letters as required; Follow-up on inter-regional complaints and internal complaints; Conduct complaint analysis reporting.
Our Ashtabula, Ohio Complex, consisting of two plants just south of Lake Erie, is a state of the art manufacturing complex with leading technology and more than 45 years of manufacturing excellence.
INEOS Pigments offers a competitive salary with an annual bonus and a comprehensive benefits package, including paid time off, medical, dental, vision, short-term disability, long-term disability with the buy-up option, basic life and AD&D insurance with a buy-up option for self and dependents, 401(k) with company match.
ABOUT YOU: 3-5 years in the relevant business unit and IT experience of Customer Service experience; Exposure to SAP or an ERP business system; SAP Module training preferred; Computer Literacy (MS Office – Microsoft Office, Excel); Strong written and verbal communication competence; Demonstrated ability in detail-oriented functions; Proven ability to influence without formal authority and drive processes to completion.