Head of Customer Service, Catalyst

Evonik•Piscataway, TX

1d•Hybrid

About The Position

Evonik offers a world of opportunities to help shape innovative solutions for a more sustainable, healthier, and vibrant world. With 33,000 colleagues, employees can explore, thrive, and grow through attractive career paths and high-quality development programs. The company provides performance-based remuneration, occupational health benefits, and hybrid and flexible working environments with #SmartWork. This role, Head of Customer Service, is responsible for managing all Order-to-Cash processes, including import, export, and domestic orders, as well as samples. The position involves ensuring compliance with US laws and regulations for documentation, managing a team of 7 FTEs, processing customer inquiries, handling billing, invoicing, and collections, and developing and acting upon Key Performance Indicators. The Head of Customer Service will also research and resolve system and process issues, streamline operations, and motivate the team to achieve business goals aligned with the broader company strategy.

Requirements

Bachelor’s degree or equivalent work experience required
3-5 years of customer support and management experience within the chemical industry strongly preferred
Experience supervising and directing people and resources to achieve specific results
Strong ability to prioritize and manage time and workload
Self-starter with a positive attitude; able to function effectively both independently and as part of a team
Experience handling import and export orders, documentation, and associated logistics
Computer literacy with working knowledge of SAP modules
Clear understanding of supply chain, logistics, sourcing, and regulatory functions preferred

Nice To Haves

3-5 years of customer support and management experience within the chemical industry strongly preferred
Clear understanding of supply chain, logistics, sourcing, and regulatory functions preferred

Responsibilities

Manages all Order-to-Cash processes for import, export, and domestic orders, including samples
Responsible for all documentation and paperwork in accordance and compliance with US laws and regulations
Responsible for managing 7 FTEs
Receives and processes customer inquiries and works with Sales and other colleagues on necessary tools and reporting systems
Manages billing and invoicing to customers, in addition to collections, and sets targets
Develops goals, analyzes, and acts upon Key Performance Indicators as necessary
Researches and resolves issues with systems and processes; streamlines as necessary to support growth and organizational initiatives
Explains the local action plan to support team members in understanding what needs to be done and how it aligns with the broader business plan, strategy, mission, and vision; motivates the team to achieve local business goals