Customer Service Manager , Americas

Havre De Grace, MD
Sep 15, 2017
Sep 20, 2017
Full Time
Solvay's Composite Materials Global Business Unit (GBU) is currently looking for a Customer Service Manager who will be fully responsible for the performance and achievements of the North America Customer Service Team as well as customer service activities in Latin America. The Americas Customer Service Manager is responsible for directing the entire Composite Materials customer service team in the region and is the primary leadership interface with the regional commercial organization and other cross-functional areas. Through the Americas Customer Service Manager's leadership the regional customer service team will be able to accurately translate customer demand to planning, certification, quality, manufacturing, and logistics which will result in superior customer service while maintaining operational cost effectiveness. This position can be located at one of the following Solvay locations: Havre de Grace, MD, Tulsa, OK, Anaheim, CA, Alpharetta, GA, Santa Fe Springs, CA or Greenville, TX Key objectives of the role include: Driving and supporting operational improvements in customer service regionally in alignment with the global strategy by focusing on growth areas for Composite Materials business lines and cost and service improvement opportunities. To support business development and growth across the supply chain by translating the businesses' strategic plans into actions, supporting the setup of operations with new customers and markets in which we are doing business. Responsible for the performance management of staff to ensure satisfactory performance and identifying and provide coaching and developmental training as needed to further the organization's capability to meet business objectives. Responsible for the consistent and efficient operation of all customer service processes and systems within the region. Responsible to be the focal point for resolving all customer issues for Composite Materials in the Americas and to coordinate with the appropriate global or regional cross-functional partners. Bachelor's degree required 10-15 years customer service and/or supply chain and/or order fulfillment management within a manufacturing organization required; aerospace and or composite materials experience a plus. Strong systems skill with experience using a large ERP system required; SAP experience desired. Process oriented and experience recognizing and driving process compliance with a strong understanding of all aspects of the order fulfillment process. Experience working developing close working relationship cross-functionally to ensure efficiency and alignment across the different groups (manufacturing, sales, etc.). Management experience with the ability to develop and coach a large, multi-location team. Strong verbal and written communication skills with the demonstrated ability to manage conflict in a fair and efficient manner. Flexible, adjust readily to new situations while effectively dealing with ambiguity, stress and uncertainty. Able to travel a minimum of 25% with potential for higher percentage based on business requirements.*LI-EP1 #CB