Customer Service Manager (DG BU) Job

Location:    King of Prussia, PA

Job Summary
This position reports to the Sr. Customer Service Manager and will manage a team supporting the Durable Goods Business. Responsible for the sales order management, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc.  Leads a customer service team, interfacing with multiple plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other departments.  Interfaces and participates in the Customer Service Leadership team through meetings, projects, and initiatives.  

Key Activities
50% Team Leadership

• Assume the responsibility 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.

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. 
• 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.  
• Collaborate with Supply Chain and plants to improve the customer experience, monitor and support customer experiences.
• Drive continuous improvement to increase customer satisfaction metrics, support customer improvement projects across the supply chain.

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 8+ years’ experience in Customer Service, Supply Chain, or other related business, managing two or more people for at least two years.
• Advanced SAP skills: power-user, well versed in quote to cash and product delivery processes.
• Strong communication (written and verbal) and presentation skills.
• Strong problem solving & decision-making skills.
• International experience preferred.
• Intermediate skills in MS 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 customer service team members in developing and maintaining this skill set.
• Knowledgeable about the customer experience and transfers this knowledge to team members.  
• Sought out for information from the team and business regarding process questions and product delivery.   
• Prepares and manages team communications effectively and can identify and provide leadership on best methods of communication to utilize in various scenarios.  
• Ability to manage and train on complicated customer delivery processes, such as vendor managed inventory, consignment with reconciliation, etc.
• Understands and communicates impact to product delivery to team and customers.
• Exposure to multiple BU with proficiency in managing international account compliance regulations. 
• Results oriented with demonstrated skills to make positive impact and contributions to the business goals through effectively utilizing team member skills.
• Sets strategy, prioritizes, and communicates to team on all tasks by evaluating the impact of decisions on customers and Arkema.  
• Manage and mentor others on investigating and implementing strategy on new business scenarios (3rd party direct, consignment, swaps).