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US, East Brunswick, NJ or York, SC Customer Service Manager

US, East Brunswick, NJ or York, SC Customer Service Manager

KEY RESPONSIBILITIES

The Customer Service Manager is responsible for the development of a high performing, best in class Customer Service & Support Team.  The Customer Service Manager is accountable for optimizing the Customers’ experience through organizing the Team, developing team members, with a focus on the continuous improvement of processes and tools, communicating and coordinating across other departments, and providing support to the Commercial team.  This role communicates and drives the strategic direction of the Customer Service department to be aligned with the overall company direction. The successful incumbent will work with all levels of the organization and functions to serve as a customer advocate highlighting customer expectations, working together to improve the customer experience and exceed company performance targets.

Continuously working closely with the Team on day-to-day activities, to adjust and adapt to internal and external dynamics.  This position requires a leader, who will put the team first, and focus on their development to set them up for success; to be a ‘best in class’ customer service team in the Silicone Industry.  

The Customer Service Manager will work with the Management Team to align the Organization to the Strategic Direction.  He/she will be responsible for leading Order Management from beginning to end (including follow up on issues) as well as for managing leads, the sample process and pricing.   Customer Service manages complex customer and internal dynamics; it is not a transactional call center.   The Customer Service Team is a key focal point in our organization to ensure order accuracy, support order shipments, set and manage customer delivery dates, and respond to customer inquiries and issues, which requires communicating and coordinating across the Elkem Team and Stakeholders Globally and Locally (Sales, Business & Marketing, Finance, and Supply Chain).   This role and the Customer Service Team are key to delivering Elkem’s Brand: ‘Silicone Solutions With a PERSONAL TOUCH!’

Elkem is in the early phases of its journey to enhance our processes, systems, and tools to reduce manual efforts and drive efficiency and effectiveness.   This position will have the opportunity to help identify and prioritize opportunities for improvement and shape solutions at a corporate and local level.  Additionally, we offer a culture that places an emphasis on collaboration and teamwork, communication / engagement, and hands on involvement in day-to-day activities to deliver results.

 

REQUIREMENTS

  • Bachelor’s Degree in business, supply chain, related field
  • 7-10 years of progressive experience in Customer Service including managing a Customer Service Team in B2B environment; preferably in the Chemical industry or in manufacturing
  • Prior experience working in customer service role and successfully advancing, taking on greater responsibility or more complexity over time.
  • Working knowledge of SAP is required.
  • Experience implementing technology and driving continual improvements and processes to increase efficiency. Experience entering, reviewing, extracting and analyzing information from systems; working knowledge of CRM (such as Salesforce), Power BI and MS Office suite strongly desired.
  • Experience in team leadership, including successfully training and developing team members
  • Prior experience in a multi-national organization a plus
  • Strong skills collaborating with other geographies, functions, building and developing successful relationships within the CS team and with other functions
  • Proven history of problem-solving skills
  • Experience working with/overseeing the activities of 3rd parties a plus
  • Travel: approximately 5-10%

 

We are an Equal Opportunity Employer – M/F/Veteran/Disabled and if you are an individual with a disability, who requires an accommodation, please contact us.

  • Region: North America
  • Division: Silicones
  • Job type: Customer Service
  • Working hours: Full Time
  • Working days:
  • Application deadline: 30.06.2022
  • Location: East Brunswick, NJ or York, SC