Job Description

Regional Customer Service Hub Manager – Specialty Chemicals

1. Job purpose

The Regional Customer Service Hub Manager is responsible for the execution and management of Customer Service processes related to order management.  Job holder also acts as the customer services focal point for Business Technology Solutions.

2. Key Accountabilities

•           Lead the North and South American regional customer service and sales administration organizations and manage the transition to the new organizational set-up.

•           Drive implementation of CLIENT Order to Cash Process and drive standardization of way of working

•           Act as an effective people leader of the North and South American Regional Hubs, build strong relationships and team, commit to the growth of individuals on team, and lead by example

•           Provide oversight to Team Leads to ensure established processes and best practices are utilized and effective process controls are in place, ensuring adherence to processes is maintained

•           Accountable for key operational KPIs such as order confirmation time, first time right, # touches per order

•           Liaise between Customer services organization and Technology Solutions to ensure full understanding of business needs, smooth communication, and feedback circle etc.

•           Developing talent; invests time and resources into building the capabilities of team members; helps people define career goals and establish development plans to achieve them; gives people constructive, developmental feedback and advice

3. Key Activities

•           Translate targets on service levels to customers and the business, based on business GTM model and value proposition, into clear operational targets for the customer service and sales administration organization

•           Establish operational goals and timelines and drive teams to deliver according to cost and service goals

•           Drive a culture of continuous improvement throughout the customer service organization

•           Two-way communication and feedback between Customer Services organization and Technology Solutions

•           Controlling Cost: Establishes clear budgets for different activities; looks for ways to reduce the cost of activities; delivers projects on time and under budget; prevents cost overruns

4. Experiences

•           Minimum 7 years management experience in customer service for a global company. Experience with chemical companies is preferred.

•           Proven leadership skills including leading a team with a clear vision and strategy, results-orientation, change catalyst, and developing people

•           Demonstrated knowledge and leadership experience in managing customer service activities at a global level

•           Experience with oversight of multiple key tactical and strategic initiatives in parallel and/or involvement in a business transformation project

•           Strong stakeholder management and communication skills

•           Strong business acumen

•           Working knowledge and history of working with SAP

•           Strong Microsoft office skills (Excel, PowerPoint, Visio, etc.) and other forms of technology related to his/her job; keeps up to date on technological changes; adapts work approach to keep pace with innovations in technology

5. Education

•           Bachelor's degree in technical science, Business Administration or equivalent level, and training in Customer Relationship Management.

•           8+ years’ experience in Customer Service Management or related field

•           Strong customer focus and experience in implementing differentiated business rules

•           Requires strong MS office skills.

•           Analytical and problem-solving skills are required

•           Excellent front-line supervisory skills, communication and organizational skills are essential, solid understanding of proper business etiquette and high ethical standards are required.

•           Knowledge of SAP Sales & Distribution and Materials Managements Modules required.

6. Competencies

•           Active Communication: Actively questions and listens to others, recognizes and uses verbal and nonverbal cues to develop insights and gain trust.

•           Execution & Delivery Excellence: Strives to consistently achieve excellence and to continuously improve the way work is executed and delivered to internal and external customers.

•           Relationship Management: Establishes and leverages relationships both internally and externally to achieve individual and team goals

•           Multitasking & Prioritization: Adapts to rapidly changing events and environments while effectively managing multiple priorities.

•           Problem Solving: Resolves issues by diagnosing problems, identifying possible solutions and implementing effective solutions.

•           Knowledge of Products & Processes: Leverages knowledge of products/services and processes to meet customer needs.

•           Service Delivery Effectiveness: Measures and evaluates the effectiveness of service delivery to ensure that it meets desired standards and agreements

7. Skills

•           Delivering outstanding results

•           Following through on commitments

•           Building and maintaining relationships and networks

•           Strong capability to diagnose problems, identify solutions, overcome obstacles and implement solutions on time in full

8. Compensation

Compensation plan for the successful Regional Hub Manager will be in the $125-150K+ base salary, depending on experience and candidates’ backgrounds. Full benefits included.