Customer Service Operations Leader

2 weeks ago

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

Company Overview:

Baerlocher USA LLC is a prominent player in the additive manufacturing sector, boasting over 200 years of expertise. We specialize in producing high-quality additives tailored for PVC and SPA product processing, delivering innovative solutions for a variety of applications including window profiles, pipes, cables, flooring, and films. Our commitment to efficiency, sustainability, and superior product quality sets us apart in the industry.

Position Summary:

We are seeking a motivated and detail-oriented individual to join our commercial team as a Customer Experience Manager. This role is pivotal in managing daily operations related to customer orders, inquiries, and maintaining strong relationships with both existing and potential clients.

Key Responsibilities:

  • Manage daily customer service operations, including communication, order processing, fulfillment, and invoicing.
  • Collaborate effectively with cross-functional teams such as Operations, Laboratory, and Warehouse to enhance processes and ensure exceptional customer service.
  • Evaluate customer service procedures and identify areas for improvement.
  • Address customer complaints and manage Return Goods Authorizations.
  • Oversee the onboarding of new freight brokers and negotiate pricing with current partners.
  • Generate and analyze weekly and monthly sales reports for management review.
  • Lead projects aimed at process enhancement.
  • Monitor and report on monthly KPIs related to Customer Service and Sales.
  • Revise Customer Service processes and documentation in compliance with ISO standards.
  • Assess and enhance the performance of the customer service team.
  • Resolve customer inquiries and issues, ensuring high levels of satisfaction.
  • Guide and mentor customer experience specialists to achieve performance goals.

Required Skills and Qualifications:

  • Excellent written and verbal communication skills, with the ability to present information effectively to various audiences.
  • 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.
  • Ability to train and mentor team members in customer service practices.
  • Knowledge of company policies and procedures.
  • Confident communication with both internal and external stakeholders.

Education and Experience:

Minimum Requirements:

  • At least 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) systems.

Physical Requirements:

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

Benefits Offered:

  • Competitive salary structure.
  • Annual performance-based bonuses.
  • Paid time off and holidays.
  • Comprehensive health, dental, and vision insurance.
  • Company-sponsored life insurance and disability coverage.
  • 401(k) plan with company matching contributions.

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