I+S Customer Solutions Manager

Univar Solutions•Lower Makefield Township, PA

4d•Hybrid

About The Position

The I+S Customer Solutions Manager provides strategic and operational leadership across the customer lifecycle, delivering an exceptional customer experience through operational excellence, service quality, talent development, and continuous improvement. The role ensures effective order-to-delivery execution while supporting customer retention, profitable growth, and business objectives. As the voice of the customer, this manager partners with Sales, Product Management, Purchasing, Operations, Finance Operations, and external partners to improve processes, resolve complex issues, and enhance the end-to-end customer experience. The role uses customer, operational, and financial performance metrics to identify opportunities, inform decisions, and improve business outcomes. The manager is accountable for team performance, including customer satisfaction, order management execution, service levels, productivity, issue resolution, and financial results. Responsibilities include developing employees, managing workforce and performance objectives, improving efficiency, protecting margin, mitigating risk, and supporting inventory and working capital performance. The role also champions accountability, collaboration, safety, compliance, and customer-centricity. This is a hybrid opportunity requiring three days in the office. The role directly supervises Customer Solutions Supervisors and reports to the Customer Solutions Sr. Director. It has authority to release up to $100,000 in credits and debits.

Requirements

6–8 years of experience in customer solutions, marketing, sales, or related roles.
Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Strong SAP skills and experience using business systems and customer service platforms.
Ability to lead complex cross-functional projects, programs, and strategic initiatives and drive results across enterprise functions.
Strategic mindset and ability to translate vision into actionable plans and measurable results.
Demonstrated leadership, initiative, execution, accountability, and outcome-delivery skills.
Ability to collaborate with diverse stakeholders and influence outcomes across business priorities.
Experience leading, coaching, and developing high-performing teams to achieve operational goals, service objectives, and business outcomes.
Ability to build credibility, influence decision-making, and drive alignment across all levels of an organization.
Strong project management, organizational, and prioritization skills, including managing multiple initiatives simultaneously.
Strong business, financial, and operational acumen, with the ability to connect business drivers to customer and organizational results.
Adaptability and resilience in a fast-paced, evolving environment with changing priorities and competing demands.
Excellent communication and presentation skills for engaging frontline employees, cross-functional teams, senior leaders, and executive stakeholders.
Management capabilities and experience leading organizational transformation and adoption of new processes, technologies, and ways of working.
Exceptional analytical, problem-solving, and decision-making capabilities.

Nice To Haves

Experience in customer operations with a history in customer service and customer support transformation.
Bachelor’s degree.

Responsibilities

Lead and execute Customer Solutions strategy components, including Operational Excellence, Quality Assurance, Training and Development, and business transformation initiatives.
Improve customer experience through customer feedback programs, service quality monitoring, and operational performance analytics.
Own and advance customer and operational metrics, including Net Promoter Score (NPS), Perfect Order Index (POI), service quality measures, and Operational Excellence initiatives.
Identify, prioritize, and implement enhancements to Customer Solutions processes, systems, and tools to improve efficiency, productivity, and customer satisfaction.
Partner with Sales, Product Management, Purchasing, Operations, IT, and other stakeholders to drive process improvements and support strategic business objectives.
Deliver onboarding and ongoing development programs, use quality insights, and support enterprise-wide projects and business transformation initiatives.
Lead customer solutions integration efforts for mergers and acquisitions, develop integration strategies, and partner with business leaders to support successful execution and adoption.
Manage and develop a high-performing team through talent acquisition, onboarding, coaching, performance management, employee engagement, and career development.
Oversee team performance relating to customer satisfaction, order management execution, service levels, productivity, issue resolution, and financial results.
Drive operational efficiencies, protect margin, mitigate risk, and support inventory and working capital performance.