Global Customer Service Operations Manager

4 weeks ago


Jacksonville, Florida, United States RYAM Full time
About RYAM

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 Talent

At 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.
Requirements
  • 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.
Why RYAM?

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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