Customer Service Manager

Customer Service Manager

In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals. Please note that this role requires on-site presence five days per week, Monday through Friday.

Responsibilities Include:

• Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies;
• Ensure an effective and efficient Order to Cash process to maximize efficiency and service level;
• Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication;
• Manage specific issues and alert the management of the associated business risks;
• Monitor queues and backlog (distressed orders/holds/open Customer Claims)
• Act as the referent for the commercial organization: account Managers positions;
• Execute business Continuous Improvement plans;
• Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate to the main stakeholders.
• Other duties as assigned

Qualifications:

• Bachelor's degree plus 3+ years' experience
• Functional: Highly proficient in business. Excellent knowledge of the Order to Cash process; Master's degree in SAP or similar ERP; customer-focused. Leadership experience in a customer service role or within the industry.
• Technical: Must possess exemplary oral and written communication skills; Must have strong organization skills and be detail-oriented with the ability to adapt to changing priorities with a customer-oriented mindset—Project Management skills, strong analytics capability, and IT savvy.
• Leadership: Excellent presentation; Ability to communicate effectively at all levels internally and externally; robust soft skills; Emotional Intelligence and self-awareness. "Soft power" within the organization (Ability to influence people outside his/her direct reporting structure) / Strong stakeholder management skills at a senior level internally and externally.

The following are preferred for this role:

• 3+ years of Customer Service managerial experience.
• Experience in the Chemical industry.
• CI/Six Sigma /Lean solid Project Management experience.

Base Pay Range: $67,800 - $99,440. The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable.

At Momentive, compensation is one part of your overall package. We offer a fantastic variety of total rewards and development programs to support your unique needs for overall well-being and personal career aspirations.

• Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage.
• Paid parental leave for the birth of a child; adoption and surrogacy reimbursement.
• Short term disability with 100% base salary coverage.
• Company funded counseling (EAP) and assistance finding care for children, parents, or pets.
• 25 days of Paid Time Off (PTO) plus paid holidays. Additional time off with years of service.
• 401k savings plan with 5% employer match plus additional contribution based on years of service.
• Student debt pay-off program.
• Professional development programs and courses.
• Wellness programs and financial education.

Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer's products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.

Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law. To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.

Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.