Best-in-class order management, proactive problem solving
We’re not your average Customer Service team, and we have the data to prove it. For several years running, our customers have ranked us among the best in the industry for timely response, accurate paperwork and on-time product delivery. We’ve earned those distinctions by providing exceptional, meaningful assistance with every call and email, day in and day out.
I love that we have dedicated customer accounts. Getting to know their businesses and their challenges allows me to provide better service.”
CUSTOMER SERVICE COORDINATOR
Our customer service team members have a reputation for knowing our customers’ businesses inside and out and becoming an extended member of their teams. Each of our customers has a dedicated primary Customer Service contact, for better service from an agent who understands their order fulfillment challenges and how to address them. From issues as simple as order status to the complexities of mitigating impacts from weather events or transportation disruptions, our agents quickly help our customers get the information and products they need to address the situation at hand.
Our team supports our customers through:
- Order Support: Assist with volume forecasting and manage orders, invoices, credits and debits – all from a single point of contact to make it easier for our customers to buy from NOVA Chemicals.
- Problem Solving: Our CSRs understand our customers’ products, production processes, and even their customers. When rush orders, invoice questions or order changes arise, they can act quickly to find the right solution.
- Product Knowledge: To better serve customers, every member of our our customer service organization gets regular training regarding our products and how they’re used across the value chain.
- Online Portal: Customers can place and manage orders through our CustomerCare website. A new, enhanced customer site will launch at the beginning of 2020 offering an improved user interface, more product information and more robust ordering and order management capabilities, including real-time shipment tracking.