Customer Service Operations Leader

2 weeks ago

Cincinnati, Ohio, United States Baerlocher USA LLC Full time
Job Overview

Company Background:

Baerlocher USA LLC is recognized as a premier provider of additives, with a legacy spanning over two centuries. Our expertise lies in the development of innovative solutions tailored for the processing of PVC and SPA products. We cater to a diverse range of applications, including window profiles, pipes, cables, flooring, foils, and films, emphasizing our commitment to efficiency, sustainability, and superior product quality.

Position Summary:

We are seeking a proactive and detail-oriented individual to join our commercial team within the customer service division. This role is pivotal in managing daily operations related to customer orders, inquiries, and maintaining relationships with both existing and potential clients.

Key Responsibilities:

  • Supervise and coordinate daily customer service functions, encompassing customer interactions, order processing, fulfillment, and invoicing.
  • Collaborate effectively with cross-functional teams, including Operations, Laboratory, and Warehouse, to enhance processes and ensure exceptional customer service delivery.
  • Evaluate customer service practices and identify opportunities for process improvements.
  • Address customer complaints and manage Return Goods Authorizations.
  • Onboard new freight partners and negotiate pricing with current providers.
  • Generate and analyze weekly and monthly sales reports for management review.
  • Lead projects aimed at optimizing operational processes.
  • Monitor and report on monthly Key Performance Indicators (KPIs) for Customer Service and Sales.
  • Review and update Customer Service processes and documentation in accordance with ISO standards.
  • Assess and enhance the performance of the customer service team.
  • Resolve customer inquiries and issues, ensuring high levels of satisfaction through effective problem-solving.
  • Guide and mentor customer experience specialists to achieve performance and behavioral standards.

Essential Skills and Qualifications:

  • Excellent written and verbal communication skills, capable of presenting to various audience sizes.
  • Proficient in Microsoft Office Suite (Outlook, Word, etc.).
  • Strong analytical and problem-solving abilities.
  • Project management and resource allocation skills.
  • Experience in data analysis, including sales reports and KPIs.
  • Able to train and develop team members in customer service functions.
  • Knowledge of company policies and procedures.
  • Confident communicator with both internal and external stakeholders.

Education and Experience:

Minimum Requirements:

  • A minimum of 10 years of relevant professional experience, including 2 years in a managerial role.
  • Proficiency in Microsoft applications.

Preferred Qualifications:

  • Familiarity with SAP systems.
  • Experience with Customer Relationship Management (CRM) software.

Physical Requirements:

  • Ability to sit for extended periods while performing desk duties.

Benefits Offered:

  • Competitive salary structure.
  • Annual performance-based bonus.
  • Paid time off for vacations.
  • 14 paid holidays throughout the year.
  • Comprehensive health, dental, and vision insurance plans.
  • Company-sponsored life insurance and short/long-term disability coverage.
  • 401(k) plan with company matching contributions.

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