Sr. Customer Service Manager Job

Job Summary
This position leads a team of 33 customer service professionals with 3 Customer Service Managers and 3 International Customer Service Account Specialists and reports to the Director of Bostik Supply Chain.  Responsible for the Sales Order Management and processes related to Domestic and International transactions, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc.  Leading a customer service team of 33 people, interfacing with 25 plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, freight forwarders and customs brokers and other departments.  Interfaces and participate in the Customer Service Leadership team through meetings, projects and initiatives.  

Key Activities
25% Team Leadership

• Responsible for creating talented team members, managing domestic sales orders, developing skills through training, and coaching to ensure customer satisfaction.  
• Increase efficiency, productivity, and profitability through continuous improvement of the order process (i.e., Customer Master, AEN functionality, SAP reports, and additional avenues of improvement).
• Meet often, as a team, and individually to evaluate and develop team members; creating the necessary competencies to sustain success.  
• Ensure the proper distribution of workload among the team based on skill level and volume.  
• Provide the team with the required tools, resources & access to complete the required job functions.  
• Identifies and/or creates opportunities for team members to take part in projects and initiatives within the business supply chain or shared across teams.

25% Manage a team of international customer service professionals.

• The team is responsible for the management of all import & export orders (including Canada & Mexico) for finished goods replenishment, foreign sourced raw materials, and 3rd party sales to customers.
• The team will work with customs brokers and freight forwarders to ensure timely distribution of documentation for customs compliance, including ISF 10+2 and maintaining files in accordance with audit process as required by the Arkema Import/Export Self-Assessment status with US Customs and Border Protection.
• Provide the team with continuous guidance & training to support all import/export guidelines within Arkema, such as inco terms, transfer pricing and logistics routing and ensure strict adherence with all US Customs and Border Protection rules and regulations.
   

30% Business/Supply Chain

• Partners closely with supply chain and the Sales and Operations (S&OP) process to proactively inform customers of any impacts to them.  
• Works closely with sales and marketing to manage realistic expectation with new customers and get early warning of customer demands that will require coordination across the supply chain. 
• Remain focused on product delivery when resolving customer issues.
• Promote ISO quality procedures and effect changes/additions to existing ISO Work Instruction Manual as necessary.  
• Serve as an SAP resource for reporting and information generation, and for supply chain process leadership.
• Support collections activities to drive percent current and A/R to targeted goals.  
• Optimize customer experience focusing on problem solving and issue resolution.  
• Drive continuous improvement to increase customer satisfaction metrics. Support customer improvement projects across the supply chain.  
• Monitor and support customer experiences.  Collaborate with Supply Chain and plants sites to improve the customer experience.
   

20% Networking & Shared Practices

• Actively participate, contribute, or lead initiatives in the Customer Service Leadership Team and ISO Management Review.
• Share knowledge with other team members, update other members on team status, sharing best practices and new information. 
   

Education/Qualifications /Work experience

• Bachelor’s degree, Supply Chain, Engineering or Business preferred.
• Minimum 10+ years’ experience in Customer Service (Domestic & International), Supply Chain or other related business, managing a team of 5+ direct reports.
• International Experience required (5+ years), specifically, working knowledge of U.S. legal requirements, policies, procedures, and regulations (i.e. ISF 10+2, UFLPA, etc.) related to customs and international trade.  
• Strong understanding of international INCO terms and associated risk and cost assignment as well as GTS (sanctioned parties and license requirements)
• Strong communication skills (written and verbal), problem solving & decision-making skills; presentation skills
• Advanced SAP Skills, Power-user, well versed in quote to cash and product delivery processes.  
• Intermediate skills in Microsoft Office.  

Demonstrated Competencies

• Experienced Customer Service professional who consistently demonstrates these skills and uses experiences to quickly gain the confidence of others.  
• Strategic leadership and analytical skills are displayed broadly, using critical thinking, and determining solutions that are in the best interest of customers and Arkema.  Manages multiple customer service team members in developing and maintaining this skill set.
• Knowledgeable about the customer experience and transfers this knowledge to team members.  
• Works with many staff departments and forwarder/broker for import and export activities.  Communicates with foreign affiliates, customers, and suppliers for desired results in a multi-cultural environment.  Well versed in international terminology.   Understands the role of each party in the international processes.  
• Sought out for information from the team, business, and customers regarding process questions and product delivery.  
• Prepares and manages team communications effectively verbally and in writing and can identify and provide leadership on best methods of communication to utilize in various scenarios.  
• Ability to manage and train on most complicated customer delivery processes, such as vendor managed inventory, consignment with reconciliation, etc.
• Actively leads and participates during Supply Chain S&OP meetings. Understands different supply chain models, terminology, can easily converse in an S&OP meeting.  
• Understands and communicates impact to product delivery to team and customers, where necessary.  Steps in to manage and mitigate risks when elevated up from team members.  
• Exposure to multiple BU (minimum of 2) with proficiency and understanding in managing international account compliance regulations.  
• Results oriented individual with demonstrated skills to make positive impact and contributions to the business goals through effectively utilizing team member skills, ensuring the best possible outcome.
• Sets strategy, prioritizes, and communicates to team on all and most complex tasks by evaluating the impact of decisions on the customers and Arkema.  
• Manage and mentor others on investigating and implementing strategy on new business scenarios (3rd party direct, consignment, swaps).