Customer Service Manager

Position Overview

This position has responsibility for managing the Customer Service area for either Consumer or Industrial portfolios within the Customer Service organization. Responsibilities include managing, executing and administrating the strategy and operations for this department, as well as driving efficient practices to optimize and streamline processes and monitor/measure activity to ensure customer service levels meet business unit objectives. This position facilitates and provides leadership with regards to communications between business partners, ensuring operational execution and overall leadership to a specific portfolio of customer service personnel. This role is expected to communicate key findings and observations within the organization that supports executive decisions.

Key Responsibilities

• Develop and maintain metrics and reporting to ensure consistent performance attainment. Manage customer service activities to ensure the execution of business unit and/or customer specific service levels. Analyze and present critical risks, opportunities and other findings to senior leaders for executive action. Contribute to month end/quarter close activities as required.

• Utilize critical thinking to draw upon professional experiences, market and industry knowledge, data, intuition, and then apply in decision making and direction setting. Provide oversight and support for problem solving, issues resolution, process improvement, and project support. Recommend, develop and implement programs and procedures governing the way customer service activities are conducted. Identify and communicate potential solutions to anticipated risks and suggest potential responses, actions and resources required that might mitigate these risks or otherwise prepare the organization for the impact.

• Provide leadership, support and training opportunities to develop customer service personnel.

• Set annual goals and provide strategic planning to achieve departmental and functional goals that are aligned with business partner objectives. Regular monitoring and assessment of goals execution.

• Act as liaison between the Customer Service organization and business unit leadership personnel within the Sales / Supply Chain organizations.

Required Qualifications

• Bachelor’s degree in business, Supply Chain or related.
• Possesses expertise in business environment
• Capable for making business driven decisions under high pressure or in sensitive situations
• Demonstrated problem solving skills
• Worked under aggressive deadlines
• SAP experience preferred

Experience

7+ years Business experience required in Customer Service, Supply Chain (preferred)

Dimension

As per scope average monthly sales and FTEs number per team.

Technical product knowledge may be necessary for problem solving information. Ability to evaluate, prioritize and validate information leads to decision making. Able to adapt and succeed in a fast-paced environment. Ensuring daily operating activities are prioritized and accomplished accurately and efficiently. First point of contact for Customer Service personnel on customer issues that escalate to the next level