Head Global Customer Service

Job HighlightsGlobal Customer Support Operations -- Oversee and optimize end-to-end global customer service operations. Implement and enhance customer service processes, ensuring efficiency and effectiveness. Establish key performance indicators (KPIs) and monitor service levels to meet or exceed customer expectations.Leadership and Strategy -- Develop and implement the global customer service strategy aligned with the company's overall business objectives. Provide visionary leadership to the global customer service team, fostering a customer-centric culture. Collaborate with cross-functional teams to integrate customer service initiatives into overall business planning.Continuous Improvement -- Identify opportunities for process improvement and implement best practices to enhance the customer service experience. Analyze data and trends to make informed decisions and drive continuous improvement initiatives. Collaborate with other departments within the BU (sales, marketing, IBP, etc) and other BU's and Group Functions (TTC, PTSE, etc.).Technology and Systems -- Evaluate and implement customer service technologies and systems to enhance efficiency. Customer Relationship Management -- Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction. Collaborate with sales and marketing teams to gather customer feedback and insights to improve products and services. Address escalated customer issues promptly and effectively, ensuring resolution and customer retention.Compliance and Quality Assurance -- Ensure that global customer service operations comply with relevant regulations and industry standards. Implement quality assurance programs to maintain high service standards and adherence to company policies.Team Management -- Recruit, train, and mentor a high-performing global customer service team. Foster a collaborative and inclusive team culture, promoting continuous learning and development. Conduct regular performance reviews and provide constructive feedback to team members.Experience / SkillsBachelor's Degree in Supply Chain, Logistics or related field. Advanced degree is preferred.Must have proven experience in a leadership role within global customer service, integrated business planning or logistics with a strong understanding of global supply chain dynamics and customer service challenges in the chemical sector. 10+ years professional relevant experience.Advanced knowledge of SAP, specfically the order to Cash process.Excellent communication, interpersonal, and leadership skills are critical to success in this role.Ability to travel as needed.This is a HYBRID role with an on-site presence required.Location FordsEmployee Type RegularWho we areLANXESS is a leading specialty chemicals company with about 12,000 employees in 32 countries. The core business of LANXESS is the development, manufacturing and marketing of chemical intermediates, additives and consumer protection products. LANXESS has achieved leading positions in the Dow Jones Best-in-Class Index and the MSCI ESG and ISS ESG ratings, among others, for its commitment to sustainability.Be part of it!What we offerCompensation We offer competitive compensation packages, inclusive of a global bonus program. The established starting salary of this position in the U.S. in the named location is $153,500. Please note, the actual compensation may vary based on geographic location, work experience, education, and skill level.Comprehensive Benefits We provide a variety of benefits to support your financial security, health and wellbeing including retirement plans, health programs, life insurance and medical care.Work-Life & Flexibility We support you in maintaining a balance between working hours and personal life. With our global “Xwork” program, we offer flexible working arrangements in all countries in which we operate.Training & Development We are committed to your professional and personal development and encourage you in the ongoing pursuit of education, training and knowledge through both formal and informal learning.Diversity LANXESS is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, gender identity, sex, sexual orientation, age, social class, physical ability or attributes, religion, national origin, veteran status and political beliefs.LANXESS has a value-based performance culture. We are seeking a range of human interests, backgrounds, and experiences that can be engaged to achieve respect, ownership, trust, professionalism, integrity and healing across all sectors. We are looking to find diverse and talented people to join our team. Studies have shown that some individuals are less likely to apply if they do not meet 100% of the criteria. We are looking to equalize the gap! If you are excited about this role but your past experiences do not align perfectly with every qualification, we encourage you to apply. We will look to assess your talent against our competencies, values and requirements to get the best organizational fit. You might be the right candidate for this or other roles we have available!Join the LANXESS team!Job SummaryJob number: 8119Date posted : 2026-07-10Profession: Supply Chain ManagementEmployment type: Full TimeType: Regular