Customer Care Team Manager

Roquette•Rochester, NY

3d•$99,085 - $134,100•Hybrid

About The Position

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients. Want to help us make a difference? Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients. Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles. The Role: We are looking for our next Customer Care Team Manager within our Order Fulfillment Team. The Customer Care Team Manager will be responsible for the end-to-end Order To Cash process, ensuring on-time order fulfilment in Business-to-Business support at country or sub-regional level; direct people management of country or sub-regional Customer Service organization; driving continuous improvement in work process and CSR capability, and partnering with other functions to delight the customer This position is located Rochester, NY (preferred) or Wilmington, DE . Compensation: The current salary range for this role is estimated to be $99,085 - $134,100 . In addition, this position may also be eligible to earn performance-based incentive compensation. The specific compensation offered to a candidate will be influenced by a variety of factors including but not limited to skills, qualifications, experience, and location.

Requirements

Education: Bachelor’s degree in Supply Chain or Business Administration, or another related discipline
Experience: Minimum of 5 years experience in customer service or Supply Chain B2B; OR minimum 3 years’ experience customer service AND 2 years’ management experience
Supervisory Responsibility (if applicable) 8-12 direct reports

Responsibilities

Supervise Customer Service Representatives’ service level towards internal and external customers
Build strong partnerships with internal and external stakeholders
Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc.
Participate in internal/external audit as needed
Coach and train direct report lines
Participate in creation and maintenance of process documents and SOPs for CS functions
As needed, manage or supervise customer orders including domestic, export and consignment orders: Order entry, order confirmation, invoice issuance and order follow-up till good delivery to customers inclusive documentation and problem solving if any
As needed, Process or supervise a credit note or a debit note related to a sales order or customer complaint
Process or supervise customer complaints and service cases management, and participate in Order to Cash complaint investigation at country or sub-regional level
Work directly with Logistics staff to ensure customer requirements are executed
Other Order Fulfillment and Site Leadership tasks and responsibilities as required