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Senior Customer Service Representative


Northbrook, IL, US, 60062

Job Description

  • Execute order entry, order management, and transportation scheduling for Stepan’s key customers
  • Provide exceptional issue resolution and escalation of issues, when necessary
  • Maintain close coordination with customers to facilitate high levels of service
  • Communicate demand requirements to Stepan’s supply chain
  • Advocate for the resolution of issues and communicate risk to service levels from issues in the supply chain
  • Act as the liaison for Stepan’s North American supply chain
  • Design, develop, and produce weekly and monthly performance metrics for customer accounts including but not limited to: customer specific scorecards for key accounts, ad hoc on time service, line fill and order management inquiries, business team scorecards, and customer complaint and return metrics
  • Proactively utilize data to collaborate and drive change across the organization
  • Re-evaluate, recommend and implement changes to order management policies and procedures to improve the customer experience
  • Participate in and drive continuous improvement processes to improve service and balance total cost to serve in collaboration with other stakeholders and functions internally and externally
  • Identify, lead projects, and implement improvements in Order Management and Logistics cost out efforts and activities include: partnering with the commercial and supply chain organizations to implement cost reductions and supply chain efficiencies as it relates to the end to end supply chain and total cost to serve


  • 3-5 years of experience, Supply Chain or chemical industry strongly preferred
  • SAP Experience preferred
  • APICS certification a plus


  • Bachelor's Degree, Preferred in Supply Chain

Established in 1932, Stepan Company is a major manufacturer of basic and intermediate chemicals including surfactants, polymers, as well as specialty ingredients that go into consumer, household, and institutional products such as laundry detergents, shampoos, and surface cleaners. Stepan Company currently has 20 global manufacturing locations and over 2,000 employees. We have a strong record of growth. Our growth allows us to provide meaningful career opportunities and stability to our team members. We have big goals at Stepan and know every team member will be crucial to achieving our objectives. Regardless of function, we are looking for team members who bring with them a growth mindset, an entrepreneurial spirit, and the ability to thrive in an evolving environment.


We celebrate diversity at Stepan and are committed to creating a diverse, inclusive environment. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other status protected by applicable law.





Stepan is a global specialty and intermediate chemical manufacturer that has been serving a broad range of industries for 88 years. Today, Stepan is a $2 billion revenue company. Our continued success is driven by the passion and commitment of our 2,200 employees around the world.

Why Work At Stepan?

  1. Stable & Growing
  2. Collaborative Environment
  3. Make a Difference & Be Recognized
  4. Committed to Safety & Sustainability
  5. Value Driven Culture

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Nearest Major Market: Chicago