Customer Service Manager
hace 20 horas
Job Description:
Customer Service Manager (Costa Rica GBS)
Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than 70 manufacturing, R&D and operations facilities in approximately 30 countries and employ approximately 9,000 associates within our four distinct business divisions.
Huntsman offers unsurpassed opportunities to build a successful future. Our diverse portfolio creates a range of career fields including manufacturing, research and development, technical services, sales and marketing, customer service - and the list goes on.
Here, you can make an impact and make a difference. Come join us.
Huntsman’s Performance Products Division is seeking a Customer Service Manager supporting our GBS Site in San Jose, Costa Rica. This position will report to Supply Chain Director.
Responsible for overall customer service management for the Performance Products division of Huntsman in the Americas Region and its associated business units by ensuring team execution of high-quality service while continuously adding to customer services value to the organization through business process improvement. Must be able to develop, track and improve efficiency and effectiveness through a defined set of transactional standards (“business rules”), metrics and key performance indicators for the processes managed including order management and customer service pricing activities. The role also includes the coaching and development of direct reports, team development, facilitation of projects, large and small issue resolution including root-cause analysis and corrective actions, development of strong relationships throughout the organization, and clear demonstration of leadership up and down the organization through vision creation and results driven activities in a culture that creates positive and engaging interactions. Responsible to coordinate cross-functionally addressing escalations and improved processes and overall customer experience. Must be able to handle a large workload on a tight schedule with a high degree of accuracy and correspond in a professional manner.
Dimensions
- Customers across the Americas region - North, Central and South America
- From 6 to 12 direct reports including Customer Service Representatives and Pricing Analysts
In summary, as the Customer Service Manager, you will be with mínimal supervision and heavy decision-making:
Team Leadership and Employee Management: Effective management of the team by setting and driving a team environment. Able to build unity and drives a climate of accountability. A cooperative and coaching style with high expectations is used to manage staffing, workload planning, and distribution is consistently monitored and adjusted; lead and lag measures are taken and assessed towards actionable results; active engagement in the hiring process including interview set-up, preparation, scheduling, and conduction; appraisal process, incentive management, and salary administration is started and completed by target dates with mínimal noise due to clear expectations, periodic performance up-dates, and consistent, effective communication. Positive performance is acknowledged and celebrated; ineffective performance is managed effectively through coaching and steps of discipline to assure mínimal customer impact and employee understanding in coordination with HR; documentation is consistently maintained; assure strict compliance to all SOX controls.
Employee Development: Develop staff to build greater depth and succession planning in by developing and executing strategic plans to utilize strengths, provide opportunities for growth, and give feedback on successes and failures; assure Team leads are able to establish, communicate, train, and measure standards of compliance, quality, responsiveness, and efficiency by all team members; identify training gaps; conduct and document coaching sessions for underperforming employees; develop and conduct periodic checks of employee job knowledge and practices to assure consistent understanding of policies and procedures as well as the ability of the group to provide a consistent level of service by all members; assure effective training programs for all new employees are in place and executed including testing for understanding.
Business Relationships: Lead working relationships with both internal and external customers through personal networks, creative problem solving, and excellent communication. Understand product lines and markets serviced including customer requirements and customer segmentation. Align strategic and operational goals to business goals and strategy; meet with business leaders on a regular basis and attend regular meetings to determine changing business needs. Use ana
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