Job ID : 2943 

Closing Date : 05/06/2024

This position could be located in the following location(s): Pittsburgh Corporate Admin – Pittsburgh, PA  

• This position provides the option to work from home on Mondays and Fridays each week, with the requirement to report to the primary NOVA Chemicals work location on Tuesdays through Thursdays. Employees can opt out of the hybrid schedule and will be expected to work Monday-Friday from the primary work location.

Who We Are:

NOVA Chemicals develops and manufactures plastic resins and other petrochemical products that make everyday life safer, healthier and easier. Our employees take pride in our focus on safety and social responsibility by working together to ensure health, safety, security and environmental stewardship through our commitment to sustainability, ESG, and Responsible Care®. NOVA Chemicals, headquartered in Calgary, Alberta, Canada, is wholly-owned by Mubadala Investment Company of the Emirate of Abu Dhabi, United Arab Emirates.

NOVA Chemicals helps shape a world where products vital to our health and happiness are even better tomorrow than they are today. We are seeking talented and passionate people who enjoy working in a collaborative, innovative environment to join our dynamic team. 

We are seeking a highly motivated individual to join our Customer Experience Team as a Customer Experience Specialist.  The Customer Experience team listens to customers, anticipates their needs, and is empowered to proactively solve problems. Our approach builds trust and strengthens relationships while demonstrating value. In this role you will play a key role in delivering the NOVA Chemicals experience to our customers.

You Will Use Your Expertise To:

• Promptly obtain and evaluate all relevant information to handle customer orders and inquiries, via phone, e-mail, digitally and at times face to face. Each Customer Experience Specialist has a set customer base.
• Provide an exceptional experience to NOVA Chemicals’ customers.
• Handle and resolve customer complaints promptly to drive customer satisfaction.
• Create and maintain customer orders in SAP and identify and assist in resolving order challenges to meet or exceed customers’ expectations.
• Collaborate with internal departments and act as the liaison to communicate unforeseen inventory and/or shipping issues to customers to ensure reliable supply of NOVA Chemicals’ products to our customers.
• Issue timely and accurate invoices, credits and debits to customers to minimize discrepancies.
• Provide feedback on the efficiency of the customer experience processes, to reduce customer effort to work with NOVA Chemicals and drive for an effortless experience.
• Manage customer rebate accruals and payment calculations and issue Rebate Credit notes as required.
• Review customer’s Aged Trial Balance (payments against invoices) to proactively investigate and resolve short pay issues with ability and comfort in making collection calls.
• Obtain and communicate business intelligence back to key stakeholders to gain customer and/or market insights.
• Ensure data integrity in SAP System (i.e., orders, customer master data) for effective reporting and analysis to support various business decisions.
• Develop recommendations and implement creative solutions to customer issues, with minimal support to ensure customer satisfaction.
• Work effectively in a team environment and proactively resolve conflicts in a professional manner to an agreeable outcome.
• Participate in after hour calls from customers, when necessary, to provide optimum availability to meet customer needs.

What We Are Looking For:

• University degree with 1 – 3 years related experience or 5 – 7 years combination of post-secondary education and related experience and some professional development.
• The ability to speak Spanish is an asset.
• Exceptional interpersonal and communication skills (both verbal and written). Able to effectively interact with personnel at all levels.
• A demonstrated ability to work in a high-performance team environment, while providing back-up support on an as needed basis within the customer experience organization.
• Strong computer skills with proficiency with Microsoft Office applications.
• Proven time management, organizational, and prioritizing skills.
• An ability to manage multiple tasks simultaneously while paying strict attention to details within the work that is being performed.
• Strength in applying various competencies that are critical to the overall success of this role (customer orientated, problem solving and decision making).
• A customer-oriented focus and mindset.
• Basic supply chain (logistics) knowledge is an asset.
• The ability to act independently within guidelines of standards and practices established for the Customer Experience team.

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You Can Stand Out If:

• You are passionate about your work and put care and thought into all that you do.
• You are responsible and follow through with your commitments to others and to safety.
• You are innovative and are willing to challenge your biases when problem solving. 
• You are collaborative, inclusive, and work well with others towards team goals. 

Additional Information:

• Relocation will be considered for this position
• Compensation will be commensurate with education and experience
• This role requires up to 10% travel and the successful candidate must be eligible to travel easily between Canada and the United States
• The successful candidate is required to provide proof of a valid driver’s license

Why NOVA Chemicals?

NOVA Chemicals’ flexible benefit programs are designed to meet the diverse needs of our employees, because when it comes to benefits, everyone has different priorities. Our benefits offerings will vary based on your work location, and are an element of the “Total Rewards” package used to reward employees.

Check Us Out Online:

• Follow us on Twitter and Instagram for company news.
• Follow us on LinkedIn and Glassdoor for job updates.
• Read more on our Responsible Care® and sustainability initiatives like Project STOP

All qualified applicants will receive consideration for employment without regard to age race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Accommodations for job applicants with disabilities are available on request.