Head Global Customer Service

LANXESS Corporation•Woodbridge Township, NJ

5d•$153,500 - $255,900•Onsite

About The Position

Oversee and optimize end-to-end global customer service operations. Implement and enhance customer service processes, ensuring efficiency and effectiveness. Establish key performance indicators (KPIs) and monitor service levels to meet or exceed customer expectations. Develop and implement the global customer service strategy aligned with the company's overall business objectives. Provide visionary leadership to the global customer service team, fostering a customer-centric culture. Collaborate with cross-functional teams to integrate customer service initiatives into overall business planning. Identify opportunities for process improvement and implement best practices to enhance the customer service experience. Analyze data and trends to make informed decisions and drive continuous improvement initiatives. Collaborate with other departments within the BU (sales, marketing, IBP, etc) and other BU's and Group Functions (TTC, PTSE, etc.). Evaluate and implement customer service technologies and systems to enhance efficiency. Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction. Collaborate with sales and marketing teams to gather customer feedback and insights to improve products and services. Address escalated customer issues promptly and effectively, ensuring resolution and customer retention. Ensure that global customer service operations comply with relevant regulations and industry standards. Implement quality assurance programs to maintain high service standards and adherence to company policies. Recruit, train, and mentor a high-performing global customer service team. Foster a collaborative and inclusive team culture, promoting continuous learning and development. Conduct regular performance reviews and provide constructive feedback to team members.

Requirements

Proven experience in a leadership role within global customer service, integrated business planning or logistics with a strong understanding of global supply chain dynamics and customer service challenges in the chemical sector.
BS degree in Supply Chain, Logistics or related field.
10+ years professional experience
Advanced knowledge of SAP, specifically the order to Cash process.
Excellent communication, interpersonal, and leadership skills are critical to success in this role.

Nice To Haves

Advanced degree preferred.

Responsibilities

Oversee and optimize end-to-end global customer service operations.
Implement and enhance customer service processes, ensuring efficiency and effectiveness.
Establish key performance indicators (KPIs) and monitor service levels to meet or exceed customer expectations.
Develop and implement the global customer service strategy aligned with the company's overall business objectives.
Provide visionary leadership to the global customer service team, fostering a customer-centric culture.
Collaborate with cross-functional teams to integrate customer service initiatives into overall business planning.
Identify opportunities for process improvement and implement best practices to enhance the customer service experience.
Analyze data and trends to make informed decisions and drive continuous improvement initiatives.
Collaborate with other departments within the BU (sales, marketing, IBP, etc) and other BU's and Group Functions (TTC, PTSE, etc.).
Evaluate and implement customer service technologies and systems to enhance efficiency.
Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction.
Collaborate with sales and marketing teams to gather customer feedback and insights to improve products and services.
Address escalated customer issues promptly and effectively, ensuring resolution and customer retention.
Ensure that global customer service operations comply with relevant regulations and industry standards.
Implement quality assurance programs to maintain high service standards and adherence to company policies.
Recruit, train, and mentor a high-performing global customer service team.
Foster a collaborative and inclusive team culture, promoting continuous learning and development.
Conduct regular performance reviews and provide constructive feedback to team members.