Manager- Customer Service

4 days ago

Waterbury, United States Element Solutions Inc. Full time

Challenge Yourself and Impact the Future

MacDermid Enthone Industrial Solutions operates as a business unit of Element Solutions Inc (NYSE:ESI). Element Solutions Inc is a leading specialty chemicals company whose businesses supply a broad range of solutions that enhance the products people use every day.

MacDermid Enthone Industrial Solutions is a global supplier of industrial metal and plastic finishing chemistries. We primarily design and manufacture chemical systems that protect and decorate surfaces. Our high-performance functional coatings improve resistance to wear and tear, such as hard chrome plating of shock absorbers for cars or provide corrosion resistance for appliance parts. Our decorative performance coatings apply finishes for parts in various end markets such as automotive interiors or jewelry surfaces. As part of our broader sustainable solutions platform, we also provide both chemistry and equipment for turnkey wastewater treatment and recycle and reuse solutions. Our industrial customer base is highly diverse and includes customers in the following end markets: appliances and electronics equipment; automotive parts; industrial parts; plumbing goods; construction equipment and transportation equipment.

We strive to embody the five "Elements of our Culture," our "5Cs": Challenge, Commit, Collaborate, Choose and Care. These core values are the foundation of our organization which our employees embrace in their interactions with customers, colleagues and other stakeholders to drive financial performance and create a rewarding work environment.

Who are we looking for?

Responsible for all aspects of the organization's customer service strategies, policies, objectives, and initiatives. Reporting directly to the VP of MacDermid Enthone IS Americas supporting business profitability by managing and establishing strategies/processes within the customer service department.

What will you be doing?

* Lead and develop a senior operational customer service management team to enhance performance by setting clear accountable performance measures for the customer service team.
* Manage and maintain the Customer Service department profit and loss/cost center.
* Create a culture and processes which achieve the business goals and objectives with regards to customer service.
* Identify new tools and technologies to better serve the customer and to become more efficient within the customer service department.
* Using customer feedback and root cause analytics, identify process improvements and implement changes.
* Act as the Voice of the Customer across the organization.
* Identify and provide employee feedback through effective use of personal development plans and provisions of coaching and development opportunities.
* Automate, streamline, and enhance internal controls to meet SOX compliance requirements. Identify and assess any potential risks. Provide monthly SOX audit review FOR Director's review OTC.2, OTC.4, OTC .7 & .9, OTC.12 and IM 11.
* Work effectively with all peers including the teams of Commercial, Finance, Marketing, and Operations to negotiate and influence process improvements to improve customer satisfaction levels.
* Develop and implement performance standards and procedures necessary to ensure conformance with the organization's ISO and Customer Service objectives.
* Monitor systems and procedures to ensure on-time delivery and customer satisfaction by maintaining in-depth working knowledge of company order/production systems and processes.
* Provide feedback to senior management team regarding service failures, customer changes or customer concerns to ensure that all managers have accurate and timely information on customer status and/or changes.
* Structure training program for department members.
* Travel to company manufacturing locations or strategic accounts as needed.

Who are You?

* Extensive experience of managing operational customer service teams.
* Proven customer service management and/or relationship management experience at a senior, strategic level role.
* Experience working with order management/ERP systems, EDI online and vendor/customer portals.
* Bilingual in English and Spanish preferred.

What competencies will you need?

* Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
* Demonstrate ability to motivate and communicate with others at all levels.
* Influential relationships skills. Able to use these relationships to deliver service improvements.
* Excellent communication and negotiation skills.
* Able to adapt and succeed in a changing environment.
* Evidence of well-developed leadership skills.

We are Offering...

As part of our team here, as well as receiving a competitive base salary, you will also participate in a generous performance related bonus plan. In addition, you will also receive a 401k plan with company matching, Life Insurance, and Medical Insurance as well as 9 holidays.

Teamwork - At Element Solutions Inc, you will be part of a highly collaborative culture that promotes continuous improvement through cross-functional partnerships to achieve our mission. We do this through a strong and unified culture and transparent management which has empowered us to create high performing global teams that achieve superior solutions for our customers.

Socially Responsible - We care about what you care about. We respect the individual differences that make up our unique expanding organization. We prioritize both sustainability and social impact in both our business operations and our local communities through our various ESI Cares initiatives and the ESI Foundation. There are many ways to get involved from employee network groups that support your interests and sense of belonging to paid volunteer days.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Nearest Major Market: New Haven

Nearest Secondary Market: Hartford

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