Global Customer Service Operations Manager
4 weeks ago
RYAM is a global leader in cellulose-based technologies, manufacturing high-purity cellulose specialties, paper, and packaging products. With a history spanning over 90 years, the company has developed unique properties and high-quality manufacturing processes. RYAM employs approximately 2,500 people across three continents and generates around $1.4 billion in annual revenues.
Shaping the Future of TalentAt RYAM, we're committed to advancing our vision and mission by attracting and developing talented professionals across various disciplines. We're looking for a seasoned customer service operations manager to join our team and contribute to our success.
Job Description:Key Responsibilities- Lead the optimization of order receipt to customer delivery, customer forecasting, order solicitation & entry, order fulfillment, invoice generation, and payment collection processes using SAP order-to-cash systems.
- Develop and implement processes to closely measure and monitor customer order patterns, consumption trends, and requirements to support Customer Service Representatives (CSR's) and Sales teams.
- Partner with Sales to improve customer forecasting in the IBP tool, ensuring accurate and up-to-date forecast information.
- Ensure processes and tracking systems are in place to enable CSR's to proactively identify customer order misalignment with forecast and RYAM sales goals.
- Collaborate with credit management, SIOP team, production planning, shipping, and customers to ensure seamless communication and resolution of conflicts.
- Develop and track KPI's to ensure orders are entered with correct prices, volumes, terms, and delivery schedules.
- Optimize the interaction between CSR's and Credit to monitor customer credit worthiness and facilitate new business or address delinquencies.
- Implement correct invoicing and final document distribution procedures for all orders and order types.
- Bachelor's degree.
- At least 10 years of customer service management experience in a manufacturing environment.
- Global experience managing employees/direct reports located in global regions remotely.
- Experience and proficiency with SAP S4 HANA order entry systems, IBP (Integrated Business Planning) forecast entry, CRM management (Salesforce), and computer applications (Office 365).
- Strong customer service, communication, organizational, and interpersonal skills.
- Languages: English (minimum requirement); additional languages such as French or Spanish are a plus.
We offer a competitive salary, along with a comprehensive benefits package, including medical, dental, vision, short-term/long-term disability, bonus/merit, life insurance, employee assistance program (EAP), tuition reimbursement, wellness reimbursement, and a retirement plan.
As an equal opportunities employer, we welcome applications from diverse candidates and are committed to providing a supportive and inclusive work environment.
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