Responsibility
We are a global specialty chemicals leader. Industries worldwide rely on our essential chemistry in the manufacture of everyday products such as paper, plastics, building materials, food, pharmaceuticals, and personal care items. Building on our nearly 400-year history, the dedication of our 10,000 employees, and our shared commitment to business growth, strong financial performance, safety, sustainability, and innovation, we have established a world-class business and built strong partnerships with our customers. We operate in over 80 countries around the world and our portfolio of industry-leading brands includes Eka, Dissolvine, Trigonox, and Berol. https://www.nouryon.com/
Nouryon is looking for a Regional Customer Service Manager.
This position will manage customer service department and processes, including order to cash process, VMI and customer satisfaction, in line with Nouryon and Global policies, in order to deliver optimal customer service against minimal costs.
The Regional Customer Service Manager is responsible for all Customer Service activities:
- Customer service planning and execution
- Order to cash process
- Complaint management
- CS excellence and continuous improvement
- Customer relationship management
- Management information reporting
- Organization and people management
Scope:
- Geography: North America. Direct team in USA and Indirect team in Mexico
Team:
- The team consists of Customer Service Representatives that are divided into 3 different sub-teams. Each sub-team are supervised by a team-leader.
The Process Role:
- Responsible for the execution of the sales order process, including all activities in the Order to Cash process for sample orders & sales orders according to agreed service levels, inco-terms and payment terms. The responsibility also includes having the correct documents delivered to customers and to also follow the goods over borders. This also includes the support of sales into other BU`s. Orders are for customers in North America but also export to direct customers served by the plants in the USA in combination with supporting the sales by other BUs and also transfers of product between regions.
- Act as the link between the Price Administrators and Market/Sales with respect to the quotation and pricing process.
- Collaborate with peers in other BUs to develop the sales order process.
The Manager-role:
The Regional Customer Service Manager is responsible for the assignment of CSRs on Markets/customers and to make sure that team-leaders and CSRs have the right competence for their role.
- Responsible for creating a stimulating and developing working climate including good communication and information both within and between departments.
- Responsible for establishing a “continuous improvement-mindset” in the Customer Service-team.
- Responsible for carrying out performance reviews according to the P&D Dialog concept incl. career discussion and for clarifying the link between performance and pay.
- Dual responsibility together with the subordinate for competence development of each employee and for the balance between the individual's performance and well being.
- Responsible for involvement and motivation of employees, for setting individual objectives and to clarify the steps that need to be taken to reach the BU and functional targets. Ensures timeliness and quality of the work within the department.
- Responsible for establishing and follow up of the department budget and for taking corrective actions if budget is not met.
- Responsible for that the operation is carried out according to HSE&S and labor laws & regulation, the Nouryon corporate directives and standards and according to internal policies and procedures.
- Responsible for applying the Nouryon Business Principals within the department.
- The compilation and maintenance of records that will provide objective evidence of continuing compliance with the management system including the Nouryon corporate directives and standards.
- The Regional Customer Service Manager has the responsibility for the department budget.