Senior Customer Service Director

2 days ago

Avon Lake, Ohio, United States Avient Full time
Job Title: Senior Customer Service Manager

At Avient, we are seeking a highly skilled Senior Customer Service Manager to lead our customer service team and drive exceptional customer experiences. As a key member of our organization, you will be responsible for managing a team of customer service professionals, developing and implementing efficient processes, and providing strategic vision to align our customer service operations with business goals.

Key Responsibilities:
  • Manage operations of defined business team and/or geographies, supervising and providing guidance to Managers and Supervisors in remote locations.
  • Provide strategic vision, leadership, and project management to align processes and team structure between two legacy customer service organizations.
  • Change management and communication will be essential to maintain team engagement through the transformation towards a unified team for exceptional customer service.
  • Accountable for driving enhanced team performance and service levels, implementing work processes and procedures consistent with business goals and objectives.
  • Responsible for setting and achieving goals for the group and its individuals.
  • Responsible for meeting or exceeding service levels in line with business goals and objectives.
  • Determines resources needed based on analysis of call volume, order entry trends, forecasted product/program changes, and customer requirements.
  • Handles escalated issues as necessary and communicates with high-profile clients to ensure customer satisfaction.
  • Implement company and business initiatives that impact customer service work processes.
  • Leads business and functional objectives in order management process integration with the business/company objectives.
  • Work with the BU's leadership team to ensure new processes and training initiatives are implemented in a timely and effective manner.
  • Collaboration and communication with Supply Chain and Operations functions to achieve service level objectives.
  • Responsible to drive continuous improvement for the group, as well as for the order fulfillment process.
  • Direct interface with leadership and overall Avient Businesses.
  • Close working relationship with Planning and Commercial organizations.
  • Customer visits to support commercial teams.
  • Execution of day-to-day customer service in the event of a manpower shortage.
  • Oversee daily operations of the customer service department.
  • Become an 'expert user' in SAP processes.
  • Provide knowledge and support to CSR Managers and Supervisors.
  • Conduct mid-year and annual reviews to CSR Supervisors.
  • Participate in interviewing and hiring process for new team members.
  • Schedule and lead training sessions as needed.
Requirements:
  • Bachelor's Degree and 5+ years of experience required in a manufacturing environment.
  • Three years of specialty business experience.
  • Proficiency in SAP.
  • Excellent working knowledge of various computer software applications (i.e., Microsoft Office applications).
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills; must be able to interface effectively at all levels of the organization.
  • Effective listening skills.
  • Conflict resolution skills.
  • Strong organization skills and proven ability to manage multiple priorities and tasks.
  • Results-oriented.
  • Effective analytical and problem-solving skills.
  • Strong team player.
  • Personal ethics and integrity.
Competencies:
  • Leader of Others - Develops Talent.
  • Leader of Others - Drives Engagement.
  • Leader of Others - Courage.
  • Leader of Others - Values Differences.
  • Leader of Others - Ensures Accountability.
  • Leader of Others - Organizational Savvy.
Physical Demands:
  • Requires remaining in a stationary position for prolonged periods of time, and frequent communication.
  • Must be able to walk and use hands.
  • Typically work is in an office environment where the noise level is low to moderate.
  • Must be able to travel (occasionally required).

Avient Corporation is a drug-free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran's status, or other legally protected classification in accordance with applicable federal, state, and local law.

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