Customer Service Manager

Position Title:
Customer Service Manager

Position Summary:
In this role you will manage the support & develop of Customer Service Representative in order to improve business performance, ensure the day to day execution of the Customer Service operations, monitor team performance and contribute to a positive workplace.

The role is to provide superb / excellent customer service by leading and motivating the CS team, developing employee loyalty programs and reaching customer satisfaction goals.

**Job Description**:
Tasks and responsibilities of the position:

- Ensure the management, development and monitoring of Customer Service team in respect of all Momentive values, strategy and policies
- Ensure effective and efficient Order to Cash process to maximize efficiency and service level
- Coach & develop Customer Service Representatives to emphasize their customer focus, customer intimacy and communication
- Placate escalated service calls using diplomacy and tact, ensuring that client’s needs are addressed to maintain client satisfaction, retention and ongoing business
- 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) to ensure smooth communication and settling of grievances that may arise in the course of work
- Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
- 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

Decision Making Authority:

- Ensure full SOX compliance and related policies / DOA associated
- Perform annual performance and salary reviews for his / her direct reports

Key Metrics Role is Accountable For:

- Punctuality (OTIF)
- Debit & Credit Note rate / Billing accuracy
- Response time to Customer / Incomplete orders rate (distressed order)
- NPS
- People attrition rate

Key Relationships:

- Account Managers
- Demand Planners
- Logistic services and all other support departments
- Product Stewardship
- Trade Compliance
- Quality

Your Qualifications:
Functional:

- Relevant BA or MA degree
- In depth knowledge of customer service software, database and CRM tools (Master in SAP SD module)
- Fluent English - with business as well as planning and logistics
- Excellent organization skills; detailed orientation professional
- Works well under pressure in a fast-paced and complex environment

Managerial:

- Excellent ability to understand company’s culture, business practices and long term business strategy
- Excellent Client Relationships
- Strong Communication Skills
- Complex Problem Resolution

Leadership:

- Excellent presentation
- Team Player
- Customer and Performance Driven
- Communication and interpersonal skills
- Adaptable to changes
- Ability to solve conflict
- Sense of accountability
- Can
- do attitude
- Experience in chemical industry is considered ideal

Additional Details:
LI-JR1

- Momentive crede che una forza lavoro diversificata arrichisca il proprio personale, dia vigore alla propria attività di business e contribuisca ad un mondo sostenibile. La nostra leadership riconosce i numerosi vantaggi che derivano da una forza lavoro maggiormente diversificata in cui le differenze sia individuali che di gruppo vengono valorizzate. Siamo fermamente impegnati a migliorare il nostro modus operandi in maniera significativa al fine di progredire verso un ambiente equo e inclusivo per tutti, con l'obiettivo finale di creare un ambiente di lavoro in cui la diversità, l'inclusione e l'appartenenza siano profondamente radicate nel tessuto della nostra cultura e percepite dalle nostre persone e comunità circostanti._