Customer Service Manager (28100) presso SisecamP

Job Summary

The Customer Service Manager will provide guidance, direction, and leadership to a team of customer service professionals. This position will manage the internal and external support processes relating to filling a customer order, including the transportation of product to a customer location, finished goods inventories at terminal locations, equipment utilization, billing.  Additional responsibilities include coordinating shipment requirements with plant operations. 

Supervisory Responsibilities

Yes

Duties/Responsibilities

• Ensures the order to delivery, internal and external customer support process is effective, resulting in the correct shipment of product and on-time deliveries.
• Establishes and maintains strong working partnerships and communication with customers.
• Serves as a subject matter expert or advisor on complex customer issues and handles issues escalated by team members and other departments.
• Builds and maintains a team that has the ability and resources to achieve customer loyalty, revenue, and operational efficiency goals.
• Ensures the effective operation of the department by leading the development and implementation of departmental policies and procedures.
• Drives financial results by ensuring awareness of company goals.
• Coaches, develops, and manages the performance of the Customer Service Team to ensure that all team members are motivated to achieve results.
• Maintains a safe and positive work environment that focuses on team success, diversity, and inclusion.
  Some travel required between Green River plant locations and customer locations. 

• Performs other duties as assigned.
• Adheres to all company policies, procedures and business ethics codes while focusing on safety and best practices.

Education and Experience

• Bachelor’s degree in Business or related field. 
• Five (5) or more years of experience in a related field (i.e. customer service, logistics, or supply chain management).
• Minimum of 3 years of supervisory/management experience preferably in a customer service environment.
• Advanced knowledge of chemical industry, logistics and chemical markets.
• Strong leadership skills and ability to make decisions.  Demonstrated ability to effectively coach, train and mentor.   
• Effective internal and external communication skills.  Ability to respond to customer needs in a manner that provides added value and generates significant customer satisfaction.
• Knowledge of Oracle based systems.
• Strong organizational, analytical and problem-solving skills.  Ability to balance customer needs and company objectives.
• Demonstrated ability to meet deadlines and work well under pressure. 
• Knowledge of generally accepted accounting practices.
• Excellent organizational and project management skills.
• Advanced proficiency with MS Office Suite programs (MS Word, Excel, PowerPoint, and Outlook).

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods in a noisy environment.
• Must be able to lift 15 pounds at a time.
• Able to meet physical demands of the position.