Customer Service Director

2 weeks ago


Kansas City, Missouri, United States Brenntag Full time
Job Title: Customer Service Manager

At Brenntag, we are seeking a highly skilled Customer Service Manager to join our team in Kansas City. As a key member of our organization, you will be responsible for driving measurable improvements to increase service metrics and financial outcomes.

Key Responsibilities:
  • Regional Responsibilities: Develop and implement strategies to enhance customer satisfaction, overall customer experience, and financial outcomes.
  • Data Management Skills: Utilize data-driven decision making and real-time account intelligence to provide teams with key insights needed to improve the customer experience.
  • Leadership: Foster a motivated team environment, balancing expected results with acknowledgement and celebration of the process.
  • Communication: Establish and enforce processes to create fewer touch points for the customer, ensuring effective communication both internally and externally.
  • Development: Lead and assign training, performance reviews, and employee development to meet team needs and goals.
  • Drive Order to Cash Process Efficiencies: Collaborate with business and functional leadership to design solutions to meet Commercial initiatives and revenue targets.
  • Deliver Contextual Based Support: Unify and standardize customer information across all systems to create visibility and accessibility for customer-specific data availability.
  • Innovate The Customer Journey: Support efforts to build trust and present value to the customer, establishing or nurturing long-lasting customer relationships.
Requirements:
  • 10+ years of Customer Service experience.
  • 4+ years in a leadership capacity, leading teams of 20 or more.
  • Bachelor's degree preferred or equivalent education and experience.
  • Experience working on transformational programs or Change Management initiatives.
  • Graduate degree in business, management, social science (or related field) preferred.
  • Proven track record building customer-centric teams and Customer Support/Success technology domain knowledge preferred.
  • Order to Cash experience (PO to invoice), ERP expertise, and an understanding of integrated technologies.
  • CRM Experience required, preferably Salesforce.
What We Offer:
  • A dynamic work environment where you can turn your passion into your job and realize your full potential.
  • Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
  • Paid parental leave.
  • Education assistance program.
  • Employee assistance program.
  • Various healthcare plan options as well as 401(k).

We are an equal employment opportunity employer and welcome applications from qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other status protected by applicable federal, state, or local law.



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