Customer Service - Supervisor

Customer Service - Supervisor

The Customer Service Supervisor is responsible for leading and developing a team of Customer Service Representatives and is the advocate for Customer Service within the assigned Strategic Business Unit and across functional teams, such as Supply Chain & Logistics, Credit, Pricing and Global Trade & Compliance. He/she understands Effortless Customer Experience and fosters an environment of decision making, modernization & digitization of capabilities with a bias for action.

This position is based in Langenfeld, Germany and reports to the Customer Service Manager EMEA.

Responsibilities

Competencies & Accountabilities:

• Ensures the team is operating in compliance with our Safety, Trade & Compliance, Standard Operating Procedures and Sarbanes Oxley guidelines. Interacts with regional and global peers and Customer Service Leaders to improve practices.
• Accountable for the performance of the Customer Service function, incl. Customer Satisfaction and strategic deliverables for the region & assigned business.
• Partners with commercial team to ensure high customer engagement through discovery calls & insights in support of the business targets. Active member of Faculty of Discovery Skills.
• Develops and maintains strategic relationships within the Strategic Business Unit and across functional teams.
• Understands the business strategies and is able to translate to the Customer Service team in order for them to execute.
• Develops and Coaches team members to progress in current or other roles.
• Utilizes Key Performance Indicators to initiate improvement opportunities, enhance Order to Cash Processes, service delivery to customers and effectiveness of the team. Leads on rolling out new capabilities to monitor and improve performance, drive adoption of e-tools. Works with Center of Excellence to achieve optimum customer experience while leveraging best in class Customer Service practices.
• Demonstrates Critical Thinking and Decision making through basing decisions on systematic review of relevant facts. Provides clear rationale for decisions, recommendations and options through concise communication.
• Represents Customer Service in various routine, leadership & one-off meetings.
• Creates an inspiring, respectful, inclusive and diverse environment, where all team members contribute and do their best work. Works actively to attract, hire and retain talent of the future to support growth & innovation.
• Leads and support Customer Service projects.
• Build external connections to understand customer service trends that informs the customer service strategy.

Qualifications

• Bachelor or master's degree preferred (Supply Chain Management, Logistics or Operations, Business Administration or adjacent fields).
• At least 3-5 years of work experience in the field of international & cross-regional Customer Service /Order To Cash processes /Inside Sales and/or Logistics.
• Has a proven track record of formal and/or informal leadership
• Strong commercial & business acumen
• Strong verbal and written communication skills; proven relation building and collaboration skills
• Strong Analytical skills
• Cross-cultural expertise
• Excellent knowledge and experience with SAP, MS Office and Salesforce.com (CRM)
• Fluent in English is a requirement, German and and other European language would be an advantage.

Desired Personal Traits

We are looking for a leader with a passion to deliver legendary customer experience who enjoys handling multiple tasks in a structured way. The successful candidate creates value with the ability to see the "bigger picture" and bases decisions on a systematic review of facts and analytics. A clear and concise communicator with a high level of resilience to thrive in a constantly changing environment.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.