Customer Service Manager

1 month ago

Salt Lake City, United States Hexcel Corporation Full time

With our strong investment in research and development and our culture of continuous improvement, Hexcel is the industry leader in the manufacturing of advance composite materials, including carbon fiber, woven reinforcements, resins, prepregs, honeycombs and additive manufactured parts. We invite you to join the Hexcel team at various manufacturing sites, sales offices and R&T centers around the globe. Become a part of the “strength within.”

Hexcel is currently seeking a Customer Service Manager for our Salt Lake City, UT, USA, Matrix location.

The selected individual will be responsible for but not limited to the following obligations:

  • Plan, organize, direct, manage, and evaluate the customer service activities of the Salt Lake City, UT Fibers and Matrix, and Seguin, TX Fabrics Customer Service Teams. Manage customer orders to ensure alignment with efficient manufacturing and shipping logistics. Establish and maintain alignment and communication with customers and the production floor to ensure frictionless delivery of products.
  • Review and improve processes – ensure the full team are data stewards for the organization, because it cannot be built-correctly if it was not entered correctly.  Ensure team understands and follows contractual commitments, in all that they do.
  • Evaluate team structure and processes. Based on evaluation and knowledge of industry practices make changes to functional responsibilities to drive team performance and efficiency. Establish a robust service-oriented culture and nurture and develop the team’s talents and job satisfaction.
  • Continuous evaluation of key team metrics. Track and measure team performance. Identify and work to resolve roadblocks to success. Hold team(s) accountable for successful outcomes.
  • Lead cross-functional change to improve overall SLC Matrix/Hexcel customer service experience, collaborating with Product Mgt, Sales, Planning and QA.   Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product introduction, etc.)
  • Identify risk & opportunities with the customer service team and overall business. Develop action plans to enhance the opportunities and minimize the risks.
  • Participate and lead cross functional project(s) that impact the Global Customer Service Team.
  • Review customer scorecards report out to leadership and cross functional teams’ overall performance. Identify solutions for improvement.
  • Drive growth through inside sales.  Review and enhance sales initiative, providing leadership and guidance to the Customer Service Team.
  • Oversight of the cross functional Growth Team initiatives related to the Customer Service role & responsibility, supporting the CS Account Managers, and the sales organization.

Qualifications:

  • Bachelor’s degree in Business or technical field
  • Master’s Degree – MBA preferred
  • Direct and/or functional management experience managing local and remote teams
  • Demonstrated experience successfully leading Customer Service teams and processes
  • Result-oriented with strong written and oral communication skills
  • Demonstrated ability and analytical skills to evaluate and improve business processes
  • Strong leadership ability; Self-motivated
  • Ability to manage competing priorities in a matrix organization
  • Ability to build effective teams through coaching and collaboration

Eligible candidates must be a:  U.S. citizen, U.S. national, person lawfully admitted for permanent residence, temporary resident under sections 210(a) or 245(A) of the Immigration and Nationality Act, person admitted in refugee status, or person granted asylum. Hexcel (NYSE: HXL) is a global leader in advanced composites technology, a leading producer of carbon fiber, and the world leader in honeycomb manufacturing for the commercial aerospace industry.

Hexcel is an Equal Opportunity Employer of Minorities/Females/Protected Veterans/Individuals with Disabilities.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, status as a protected veteran, or any other protected class.

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