I+S Lead Customer Solutions Customer Account Partner

Univar Solutions•Dublin, OH

4d•Hybrid

About The Position

The I+S Lead Customer Solutions Customer Account Partner delivers an exceptional customer experience and serves as a liaison among customers, sales teams, internal business partners, suppliers, and service providers. The role provides leadership, coaching, and operational support to Customer Account Partners, ensuring effective execution of end-to-end order-to-delivery processes across the assigned region. It develops team capabilities through training, mentoring, performance support, escalation management, reporting, workload analysis, and continuous process improvement. As a senior member of the Customer Solutions organization, this role models a customer-centric mindset, builds trusted partnerships, and promotes collaboration. It supports profitable business outcomes, long-term customer retention and growth, and consistent adherence to company culture, values, safety standards, compliance requirements, financial objectives, and inventory control practices. The position serves as a primary escalation resource for customer onboarding and order management, offers SAP expertise and process guidance, monitors performance indicators, coaches and develops Customer Account Partners, and backs up the Supervisor. It has authority to release up to $20,000 in credits and debits. The role is hybrid and requires three days in the office. Univar Solutions describes its total rewards package as including market-aligned pay and incentives and benefits supporting employees’ physical, emotional, and financial wellbeing.

Requirements

1–2 years of Univar Solutions experience with customer solutions experience in a business-to-business (B2B) environment.
Advanced proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.
Strong SAP expertise, including knowledge of order management and customer service processes.
Advanced Salesforce CRM experience, including case management, reporting, and workflow optimization.
Ability to work independently and make sound decisions in a dynamic environment.
Leadership mindset, initiative, adaptability, and ability to lead through ambiguity.
Strong problem-solving, prioritization, and multitasking skills in a fast-paced, high-volume environment.
Strong organizational, communication, and stakeholder management skills.
Ability to manage multiple priorities and deliver results within tight deadlines.
Customer-focused approach and commitment to operational excellence and continuous improvement.
Advanced capability in call/email management, next issue avoidance, professional communication, personality flexing, positive language, issue diagnosis, cross-functional and team relationship-building, time management, and prioritization.

Nice To Haves

Bachelor’s degree preferred, but not required.
Experience serving as a Subject Matter Expert (SME) on cross-functional projects and business initiatives.

Responsibilities

Serve as the primary escalation resource for new customer account onboarding and order management, partnering with Customer Account Partners to ensure seamless order execution and service delivery.
Collaborate with Sales, Product Management, Purchasing/Network Planning, Accounts Receivable, Credit, Transportation, Quality, Operations, and other functions to resolve complex order issues, service disruptions, and delivery challenges.
Identify opportunities to improve systems, processes, and tools; act as a functional SAP expert and provide guidance, training, and support to team members.
Monitor, analyze, and report on KPIs, including productivity, unbilled revenue, open billing documents, customer complaints, payment disputes, case compliance, order accuracy, and sales order management performance; identify trends and recommend corrective actions.
Coach, train, and develop Customer Account Partners to support adherence to processes, procedures, and best practices.
Facilitate individual and team training, support change management, and partner with leadership on employee development plans.
Mentor newly hired Customer Account Partners through structured onboarding, knowledge transfer, coaching, and ongoing guidance.
Build and maintain relationships with internal stakeholders and business partners, fostering collaboration and a professional, customer-focused experience.
Back up the Supervisor by serving as an escalation point for regional team members and cross-functional partners and providing leadership support, operational guidance, and decision-making assistance.
Champion the company's culture, values, safety standards, compliance requirements, financial objectives, and inventory control practices.