Manager, Customer Service

Manager, Customer Service

The Customer Service Manager oversees the daily execution of the order-to-cash processes. You will manage and coordinate the customer service activities for the region – The Americas. You will ensure efficient and accurate order management You will be an advocate for the customer through the order fulfillment process from order entry to shipping and invoicing. You will interface with the Operations, Supply Chain and Planning teams to ensure customer needs are met. In addition, you will partner with the sales team to ensure the overall customer experience is positive and aligned with our Michelman values. Finally, you will drive excellence in the team ensuring the team is capable through a disciplined on boarding process and standard work execution for all activities.

Primary responsibilities include overseeing the daily execution of the Order-to-Cash and deliver processes associated with the Customer Support Team, including order entry and validation, order confirmation, and coordination with internal teams (sales, warehouse, logistics); providing team with clear understanding of responsibilities, competencies and expected results and feedback regarding performance; partnering with the Commercial and Sales Teams to ensure alignment on customer experience expectations and to ensure transparent communication on customer related issues including but not limited to communications on obsoleted products or lead time changes; reviewing, tracking, and resolving customer issues (external) – Champion Salesforce complaints & coordinate organizational response with sales team; reviewing, tracking, and resolving internal issues, involving others and implementing corrective actions, as required; handling complex and escalated customer service issues and overseeing essential customer accounts as needed; maintaining a focus and philosophy of continuous improvement in your team with an eye on providing an excellent Customer Experience; proposing process and system improvements to enhance speed and quality of the CS function; championing, communicating, driving and reinforcing appropriate change within the team; conducting self-following values and behaviors, ensuring alignment with the company's purpose, core values and vision; training and onboarding new associates, ensuring necessary support is provided; reviewing requests for time away and ensuring appropriate coverage from the team; organizing, evaluating, revising and communicating service/delivery systems & procedures and ensuring adherence from the team; developing and implementing new policies and procedures as needed and ensuring adherence from the team; developing and maintaining training and documentation including the CSR Manual which will document all aspects of CSR role; developing cross functional training opportunities to improve internal departmental relationships; improving self and teams knowledge of INCO terms, NAFTA and Haz Mat requirements as well as Import/Export requirements; coordinating and managing customer service & logistics projects and initiatives; partnering with Sales and Supply Chain Leadership to support and implement growth strategies; monitoring accuracy of database information (customer notes, CSR assignment, Shipping notes, etc.); analyzing relevant data to determine team outputs (orders per CSR/Sales rep, etc.) to optimize territory assignments; responsible for monthly OTIF problem solving and root cause analysis for customer service related misses and provide monthly input to the Supply Chain Leadership to incorporate in monthly S&OP and S&OE meetings; conducting problem solving/root cause analysis activities to improve quality of service and productivity; providing customer specific insight (order patterns, health of customer relationship, etc.) as needed in the establishment of new Supply Chain and Sales initiatives; developing and maintaining department budget, including overtime management.

Critical competencies, knowledge, skills, and abilities include proficiency in standard business office software, especially the JDE ERP system; excellent analytical, problem solving and organizational skills; excellent oral and written communication skills; proven ability to think independently and handle multiple projects through to completion; demonstrated ability to lead and manage staff; independent work initiative, sound judgment, diplomacy, analytical ability and professional demeanor; ability to perform financial calculations and create and manage budgets; proven ability to work in a team environment; experience in LEAN manufacturing/methodology a plus.

Education and experience include Bachelor's Degree in Business, Transportation/Logistics Management, Supply Chain Management or related field preferred; 5+ years in customer service, logistics or supply chain environment; 3+ years of experience with an enterprise resource planning (ERP) system (JDE preferred) some knowledge of Logistics' functionality.

Work hours are Michelman's standard work hours for this role are Monday – Friday from 8 am – 5 pm EST.

About Michelman: Motivated by unwavering values, and ingrained with a passion for innovation, Michelman is a global developer and manufacturer of specialized sustainable chemistry used in industrial and agricultural coatings, digital printing, consumer packaging, and advanced composites for automotive and aerospace. From helping grow food and keep it fresh, to making vehicles lighter and more fuel efficient, to shielding our homes from the elements, Michelman's environmentally conscious solutions protect and enhance the materials that shape our world.

Michelman is proud of the values-focused work environment that we have crafted. We pride ourselves in our focus on our values of integrity, respect, and success. With our dedication to your technical and professional growth in addition to our rigorous onboarding experience, we guarantee that you will find yourself challenged in new ways. We offer an excellent salary, incentive, and benefits package in a dynamic, empowered team environment.

No phone calls, please. Michelman does not hire individuals who use tobacco products. All candidates will receive a drug test prior to beginning employment which will include a test for tobacco products.

It is Michelman, Inc. policy to seek and employ qualified persons in all jobs in a manner which will ensure equal employment opportunity as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Michelman is an Equal Opportunity Employer Minorities/Females/Disabled/Veterans

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.