Customer Service Manager

Job Title:Customer Service ManagerSummary: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;

• Ensurean 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:

The following are required for the role

• Bachelor's degree, or equivalent experience

• Functional: Highly proficient in business. Excellent knowledge of the Order to Cash process; Master's degree in SAP; 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.

#LI-NK1

What We Offer:

At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution

About Us:

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.

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