Experience Inc. Jobs

Reference #: 2FEC5228-3189-4 Sr. Customer Service Manager & International (Relationship/Experience)

Situation in organization The Customer Service team reports the Sr. Manager of Customer Service for the Bostik Business. This position reports to the Director of the Bostik Supply Chain. This position leads a team of 33 customer service professionals with three Customer Service managers three International Customer Service Account Specialists as direct reporting lines.

Job dimensions This position responsible for the Sales Order Management and processes related to Domestic and International transactions, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. for a Team of Customer Service professionals.  Leading a customer service team of 33 people, interfacing with 25 plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, freight forwarders and customs brokers and other Arkema departments, and reporting to the Supply Chain Director. Interfaces and participate in the Customer Service Leadership Team through meetings, projects and initiatives.

Key Activities and responsibilities 25 % Team Leadership - Assume the responsibility for creating talented team members, managing domestic sales orders, developing skills through training, and coaching to ensure customer satisfaction. Increase efficiency, productivity, and profitability through continuous improvement of the order process (i.e. Customer Master, AEN functionality, SAP reports, and additional avenues of improvement). Meet often, as a team, and individually to evaluate and develop team members; creating the necessary competencies to sustain success.  Ensure the proper distribution of workload among the team based on skill level and volume.  Provide the team with the required tools, resources & access to complete the required job functions. Identifies and/or creates opportunities for team members to take part in projects and initiatives within the business supply chain or shared across teams. 25% Manage a team of international customer service professionals in which the main responsibility is the management of all import & export orders (including Canada & Mexico) for finished goods replenishment, foreign sourced raw materials and 3rd party sales to customers. The team will work customs brokers and freight forwarders to ensure timely distribution of documentation for customs compliance, including ISF 10+2 and maintaining files in accordance with audit process as required by the Arkema Import/Export Self-Assessment status with US Customs and Border Protection. Provide the team with continuous guidance & training to support all import/export guidelines within Arkema, such as inco terms, transfer pricing and logistics routing and ensure strict adherence with all US Customs and Border Protection rules and regulations. 30% Business/Supply Chain partnering closely with supply chain and the Sales and Operations (S&OP) process to proactively inform customers of any impacts to them. Works closely with sales and marketing to manage realistic expectation with new customers and get early warning of customer demands that will require coordination across the supply chain. Remain focused on product delivery when resolving customer issues. Promote ISO quality procedures and effect changes/additions to existing ISO Work Instruction Manual as necessary. Serve as an SAP resource for reporting and information generation, and for supply chain process leadership. Support collections activities to drive percent current and A/R to targeted goals. Optimize customer experience focusing on problem solving and issue resolution. Drive continuous improvement to increase customer satisfaction metrics. Support customer improvement projects across the supply chain.  Monitor and support customer experiences. Collaborate with Supply Chain and plants sites to improve the customer experience. Summarize more specific resp nsibilities for Activities not listed above. Activities may include inside sales, import, export, collections, forecasting, various report requests (SAP BW, WBBR, etc.). 20% Networking & Shared Practices - Actively participate, contribute, or lead initiatives in the Customer Service Leadership Team and ISO Management Review. Share knowledge with other team members, update other members on team status, sharing best practices and new information. Context and environment The Arkema Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s). Daily functions are conducted in accordance with Arkema, Inc. Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, NAFTA, Product Stewardship, DOT, IMCO, among others. Supports the site HES policy and complies with all regulatory and internal requirements Participates in HES activities provided by site management and Arkema Inc. (e.g., Behavioral Base Safety, SafeStart, etc.) Supports and promotes the reporting of all health, safety, environmental, near-miss, accident or injury incidents Trusted to operate within any general customer service compliance guidelines and within the guidelines of the Arkema Code of Ethics/Conduct. Required Education/Qualifications /Work experience Bachelor's Degree required. Supply Chain/Engineering/Business degree preferred. Minimum 10+ in Customer Service (Domestic & International) /Supply Chain or other business related experience, managing a team of 5+ direct reports. International Experience required (5+ years), specifically, working knowledge of U.S. legal requirements, policies, procedures, and regulations (i.e. ISF 10+2, UFLPA, etc.) related to customs and international trade. Strong understanding of international INCO terms and associated risk and cost assignment as well as GTS (sanctioned parties and license requirements) Intermediate skills in Microsoft applications: Word, Excel and Power Point. Strong communication skills (written and verbal), problem solving & decision making skills; presentation skills Advanced SAP Skills required Demonstrated Competencies (Describe behaviors necessary for role) Experienced Customer Service professional which consistently demonstrates these skills and uses experiences to quickly gain the confidence of others. Easily navigates relationships and is very trustworthy. Strategic and analytical thinking and exhibits leadership skills across the BU customer service team and within their BU, as well as within their network of other BU Team leads and managers. Establishes trust through feedback from and management of multiple customer service and supply chain team members. Knowledgeable about the customer experience and transfers this knowledge to team members. Is a subject matter expert & can make suggestions and recommendations to fill gaps for customers. Works with many staff departments and forwarder/broker for import and export activities Communicates with foreign affiliates, customers, and suppliers for desired results in a multi-cultural environment. Well versed in international terminology.  Understands the role of each party in the international processes. Typically sought out for information from the team, business, and customers regarding process questions and product delivery. Must be able to multi-task and work efficiently through more complex processes. Prepares and manages team c