Manager Customer Service

Sensient

43d • Onsite

About The Position

Sensient is experiencing rapid growth due to the Global Natural Color expansion and is seeking a Manager Customer Service to join their team. This role has sole responsibility for the management of customer service and sales administration within assigned business units. The Customer Service Department (CSD) acts as the internal liaison to customers, directly impacting customer performance and image, and serves as an information clearinghouse between sales, marketing, production/logistics, and customers.

Requirements

• Bachelor’s degree required with emphasis in Business Administration, Marketing, or related field.
• Minimum five years of customer service, sales, or related business management experience in an industrial (not consumer) operation required.
• Previous supervisory experience also preferred.
• Position requires training in Export Trade Regulations in compliance with all applicable regulations.
• Creativity, flexibility, critical thinking skills, and the ability to be enterprising.
• Good people skills including conflict resolution and negotiating abilities, leadership and coaching/teaching abilities, and telephone skills.
• Must be able to communicate effectively with customers.
• Ability to comprehend corporate direction strategic and tactical plans.
• Must be capable of developing departmental tactical plans to support company plans and strategies.

Nice To Haves

• Additional training in customer service techniques and technologies is a plus.
• Course work in chemistry is also a plus.

Responsibilities

• Manage and lead various functions including order entry and processing, customer database maintenance, customer complaint tracking and resolution, international freight forwarding, order troubleshooting/expediting, and contract review.
• Provide industry-leading customer service.
• Review daily/weekly reports on open orders and available inventory to identify potential supply problems and implement corrective actions with production scheduling and customers.
• Review daily/weekly telephone reports to ensure adequate Customer Service telephone coverage.
• Plan, organize, and implement training for CSD personnel to improve customer service skills, including telephone techniques, computer systems mastery, customer service procedures, product information, conflict resolution, and other customer service techniques and technologies.
• Responsible for recruiting, selecting, training, and assisting in the career development of professional Customer Service Representatives (CSRs).
• Plan, implement, and bi-annually review work plans with CSRs.
• Maintain up-to-date awareness of customer service techniques and technologies and champion the implementation of profitable service improvement opportunities.
• Plan, organize, implement, and check all system and procedure upgrades that improve order entry, customer service, and complaint resolution, including automated order entry systems/JDE, updated procedures, voice mail, complaint and service level data tracking and analysis, breakdown recovery systems, “up-selling” programs, and incentives, rewards, and recognition programs.
• Perform an integral and active role in communications between CSD and other departments and management.
• Plan, organize, and implement timely written and verbal communication to CSD on matters such as pricing, availability, market trends, competitive intelligence, customer intelligence, new product and service innovations, and customer service performance, and provide feedback to Sales and Marketing and other departments.
• Assist management in acquiring and maintaining in-depth knowledge of all key accounts.
• Interact with other Sensient global business units, executing regular meetings with global Sensient affiliate sites to review supply and demand.
• Seek improved ways and methods to better serve internal and external customers.
• Champion the resolution of all issues involving customer dissatisfaction.
• Gather data on all customer complaints, concerns, and product returns and analyze for root and recurring causes.

Benefits

• Excellent salary
• Benefit offering
• Development opportunities
• Thorough and effective training experience during onboarding and beyond.
• Comprehensive benefits program to support the holistic well-being of our employees and their families.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager