Customer Service Manager (Birmingham, AL)

Customer Service Manager (Birmingham, AL)

Evonik Corporation seeks a Customer Service Manager (Birmingham, AL) to oversee the development and implementation of customer service strategies that enhance customer experience and satisfaction. Develop and implement customer service policies and procedures. Monitor and evaluate customer service performance metrics. Develop training programs and provide coaching to customer service representatives. Build strong relationships with customers and stakeholders. Collaborate with other departments to address customer concerns and ensure timely resolution of customer issues. Manage budgets for customer service operations and support the implementation of digitalization improvements in the customer service organization. Identify areas for improvement within the customer service organization and develop and implement strategies to enhance customer satisfaction and loyalty. Set policies and make strategic decisions that others must carry out and ensure that customer service standards are met and continuously improved. Manage a team of customer service representatives, and work collaboratively with other departments to ensure that customer service standards are met. Coordinate with the Director of Sales, North America, Director of Account Management, Supply Chain and Logistics Manager, as well as the Customer Service Representatives to manage the customer order to cash process. 8 Direct Reports in the positions of Customer Service & Sales Support Specialist. Local telecommuting permitted up to 1 day per week. 5% domestic travel required.

Job Requirements:

Requires a Bachelor's degree in International Business Administration, Logistics and Supply Chain, Economics, Business Administration, Operations Management, or a related field, and 2 years of experience in customer service, supply chain, or order to cash operations. Must have experience with: Working in global or multicultural organizations and coordinating activities across countries or time zones; Developing and implementing customer service policies, procedures, and operational standards; Leading or supervising customer service or order management teams, including coaching and performance oversight; Managing customer escalations through root cause analysis and implementing corrective and preventive actions to improve service performance; Executing end to end Order to Cash processes, including order entry, fulfillment, delivery coordination, and invoicing; Using enterprise resource planning (ERP) systems such as SAP SD/MM and customer relationship management (CRM) tools for order management and customer interactions; Monitoring and interpreting customer service KPIs, service level metrics, and operational performance indicators; Using analytical tools including Excel pivot tables, VLOOKUP, and business reporting platforms such as Power BI or equivalent reporting tools; Designing and delivering training programs, onboarding processes, and operational guidance for customer service personnel; Cross functional collaboration with teams such as sales, supply chain, logistics, planning, finance, quality, procurement, and IT; Creating and maintaining SOPs, process documents, work instructions, and operational workflows; Participating in or supporting digitalization initiatives, system enhancements, or process-automation projects; Applying practical knowledge of international logistics fundamentals, including Incoterms, freight processes, customs documentation, and trade compliance basics; Managing budgets, operational cost tracking, or financial analysis related to customer service or logistics activities; Coordinating with third party logistics providers, carriers, or service vendors to support domestic and international shipments; Identifying operational gaps and implementing service improvement strategies that enhance customer satisfaction; Leading or coordinating cross functional improvement projects involving process optimization, workflow redesign, or digital transformation; Supporting internal or external audits, reviews, or compliance related assessments; Managing complex financial related escalations such as credit issues, overdue payments, or invoice discrepancies; Delivering advanced training, knowledge transfer programs, or onboarding frameworks for new personnel; Coordinating with international freight forwarders, customs brokers, or specialized logistics partners; and Using data analysis techniques to identify operational trends, forecast demand, or support strategic decision making. 5% domestic travel required.