Job Description

We are looking for a Customer Service Manager to join our team!

The Customer Service Manager - Americas leads the customer service team and ensures service levels are met or exceeded, while achieving agreed team targets (departmental targets), and harmonization of external requirements and internal targets.

In this role, the Customer Service Manager establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and absolute customer satisfaction by ensuring team performance. They will be responsible for securing (establishing and expanding) the customer relationship through customer-specific services (value added services), and monitoring and measuring service metrics to assist in developing standards, improvements, or changes to process, while making recommendations based upon customer feedback and requests.

If you're a strong communicator, experienced leader, and passionate about delivering best in class service, we'd love to hear from you.

PRIMARY JOB DUTIES AND RESPONSIBILITIES

Leading the sub-team of Customer Service

• Regular feedback meetings to assess performance
• Evaluation and implementation of suitable measures to promote performance for the further development of employees
• Team organization
• Ensuring compliance with the defined processes

Customer support

• Active communication and coordination internally and externally
• Customer/organization interface
• Participation in internal/external customer meetings as required
• Proactive inventory and order management
• Proactive customer contact
• Monitoring of sales at customer level in comparison with customer budget using BI reporting

Creation of stock and delivery overviews

• System-based recording of customer orders
• Analysis and tracking of current stock levels
• Scheduling with planning/schedule tracking

Complaints processing:

• System documentation of complaints
• Initiating the return of goods via dispatch
• Communication with customers and internal interfaces to process the complaint, taking into account the escalation levels
• Creation of the credit note

JOB SKILLS, EXPERIENCE, AND KNOWLEDGE REQUIREMENTS

• Bachelor's degree or the equivalent experience.
• Minimum 5 years customer service and account support/management experience in the manufacturing or paper industry using silicone as the processing agent within a product knowledge-based customer support center.
• Experience with Salesforce and/or SAP a plus.
• Excellent written and oral communication, the ability to build collaborative relationships with Loparex team and our customer base.
• Proven analytical problem solving, math skills, manufacturing systems and communications skills to quickly resolve time sensitive customer issues.
• The ability to be self-directed to work toward corporate and business unit objectives.
• The flexibility to provide support on business initiatives and execute implementation processes.
• Solid organizational, communication, and follow-up skills.

BENEFITS:

• Medical, Dental, and Vision Insurance
• Health savings account with generous annual employer contribution
• Fitness reimbursement program
• Development and career growth opportunities
• Competitive 401(k) matching program

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected by applicable law.

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