Job Title:

Customer Service Manager

Summary:

In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals.

Please note that this role requires on-site presence five days per week, Monday through Friday.

May require working 7:00 am-4:00 pm and/or 8:00 am-5:00 pm.
May require flexibility to begin your day as early as 6:00 am based on business needs.

Responsibilities Include:

• Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies;

• Ensure an effective and efficient Order-to-Cash process to maximize efficiency and service levels.

• Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication;

• Manage specific issues and alert the management of the associated business risks;

• Monitor queues and backlog (distressed orders/holds/open Customer Claims)

• Act as the referent for the commercial organization: Account Managers

• Execute business Continuous Improvement plans;

• Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate with the main stakeholders.

• Other duties as assigned

Qualifications:

The following are required for the role

• Fluent in English and Spanish, both written and verbal.

• Bachelor’s degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience.

• Strong business acumen with deep knowledge of the Order-to-Cash (O2C) process.

• Advanced proficiency in SAP or comparable ERP systems.

• Customer-focused mindset with demonstrated leadership experience in customer service or a related industry role.

• Exceptional verbal and written communication skills.

• Highly organized, detail-oriented, and able to adapt to changing priorities in a fast-paced, customer-oriented environment.

• Demonstrated project management capabilities, strong analytical skills, and high IT/technology proficiency.

• Excellent presentation skills and the ability to communicate effectively at all levels, both internally and externally.

• High emotional intelligence and self-awareness, with strong interpersonal and influencing skills.

• Proven ability to lead through influence (“soft power”) and manage senior-level stakeholders without direct reporting authority.

The following are preferred for this role

• 3+ years of Customer Service leadership experience

• Experience in the Chemical industry.

• CI/Six Sigma /Lean

• Solid Project Management experience.

***Please submit an English version of your CV when applying.***

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

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