Customer Service Manager (Birmingham, AL)

Evonik•Birmingham, AL

20h•Hybrid

About The Position

Evonik Corporation seeks a Customer Service Manager to oversee the development and implementation of customer service strategies that enhance customer experience and satisfaction. This role involves developing and implementing customer service policies and procedures, monitoring and evaluating performance metrics, and creating training programs with coaching for representatives. The manager will build strong customer and stakeholder relationships, collaborate with other departments to resolve issues, manage customer service budgets, and support digitalization improvements. Key responsibilities include identifying areas for improvement, setting policies, making strategic decisions, and ensuring continuous improvement of customer service standards. The role also involves managing a team of customer service representatives and coordinating the customer order to cash process with various directors and managers.

Requirements

Bachelor’s degree in International Business Administration, Logistics and Supply Chain, Economics, Business Administration, Operations Management, or a related field.
2 years of experience in customer service, supply chain, or order to cash operations.
Experience working in global or multicultural organizations and coordinating activities across countries or time zones.
Experience developing and implementing customer service policies, procedures, and operational standards.
Experience leading or supervising customer service or order management teams, including coaching and performance oversight.
Experience managing customer escalations through root cause analysis and implementing corrective and preventive actions to improve service performance.
Experience executing end to end Order to Cash processes, including order entry, fulfillment, delivery coordination, and invoicing.
Experience using enterprise resource planning (ERP) systems such as SAP SD/MM and customer relationship management (CRM) tools for order management and customer interactions.
Experience monitoring and interpreting customer service KPIs, service level metrics, and operational performance indicators.
Experience using analytical tools including Excel pivot tables, VLOOKUP, and business reporting platforms such as Power BI or equivalent reporting tools.
Experience designing and delivering training programs, onboarding processes, and operational guidance for customer service personnel.
Experience with cross-functional collaboration with teams such as sales, supply chain, logistics, planning, finance, quality, procurement, and IT.
Experience creating and maintaining SOPs, process documents, work instructions, and operational workflows.
Experience participating in or supporting digitalization initiatives, system enhancements, or process-automation projects.
Experience applying practical knowledge of international logistics fundamentals, including Incoterms, freight processes, customs documentation, and trade compliance basics.
Experience managing budgets, operational cost tracking, or financial analysis related to customer service or logistics activities.
Experience coordinating with third party logistics providers, carriers, or service vendors to support domestic and international shipments.
Experience identifying operational gaps and implementing service improvement strategies that enhance customer satisfaction.
Experience leading or coordinating cross-functional improvement projects involving process optimization, workflow redesign, or digital transformation.
Experience supporting internal or external audits, reviews, or compliance related assessments.
Experience managing complex financial related escalations such as credit issues, overdue payments, or invoice discrepancies.
Experience delivering advanced training, knowledge transfer programs, or onboarding frameworks for new personnel.
Experience coordinating with international freight forwarders, customs brokers, or specialized logistics partners.
Experience using data analysis techniques to identify operational trends, forecast demand, or support strategic decision making.

Responsibilities

Oversee the development and implementation of customer service strategies that enhance customer experience and satisfaction.
Develop and implement customer service policies and procedures.
Monitor and evaluate customer service performance metrics.
Develop training programs and provide coaching to customer service representatives.
Build strong relationships with customers and stakeholders.
Collaborate with other departments to address customer concerns and ensure timely resolution of customer issues.
Manage budgets for customer service operations.
Support the implementation of digitalization improvements in the customer service organization.
Identify areas for improvement within the customer service organization and develop and implement strategies to enhance customer satisfaction and loyalty.
Set policies and make strategic decisions that others must carry out and ensure that customer service standards are met and continuously improved.
Manage a team of customer service representatives.
Work collaboratively with other departments to ensure that customer service standards are met.
Coordinate with the Director of Sales, North America, Director of Account Management, Supply Chain and Logistics Manager, as well as the Customer Service Representatives to manage the customer order to cash process.