Manager Customer Service

Sensient•Sauget, IL

17h•$120,000 - $130,000•Onsite

About The Position

The Manager Customer Service will help Sensient embark on a significant growth journey. This role has sole responsibility for the management of customer service and sales administration within assigned business units. The Customer Service Department (CSD) serves as the internal liaison to customers and has a direct impact upon our customer performance and image. The CSD also acts as an information clearinghouse between sales, marketing, and production/logistics personnel and our 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.
This position desires 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

Provide Industry Leading Customer Service. Review daily/weekly report on open orders and available inventory to spot potential supply problems. Plan, organize, and implement corrective initiative-taking action 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. This training includes telephone techniques, mastery of computer systems, customer service procedures, product information, conflict resolution, and other customer service techniques and technologies. Responsible for recruiting, selecting, and training, as well as assisting in career development of professional Customer Service Representatives (CSR). Plan, implement, and bi-annually review work plans with CSRs in accordance with guidelines.
Maintains up-to-date awareness of customer service techniques and technologies and champions the implementation of profitable service improvement opportunities. Plan, organize, implement, and check all system and procedure upgrades which lead to improved order entry, customer service, and complaint resolution. These upgrades include 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 such matters as pricing, availability, market trends, competitive intelligence, customer intelligence, new product and service innovations, and customer service performance and provide feedback on same to Sales and Marketing and other departments as appropriate. Assist management to acquire and maintain in-depth knowledge of all key accounts.
Interacting with other Sensient global business units is a key component of the Customer Service Manager’s role. Execute regular meetings with global Sensient affiliate sites on a weekly, monthly, and/or quarterly basis to review supply and demand.
Seek improved ways and methods to better serve internal and external customers. Champions resolution of all issues involving customer dissatisfaction. Gathers data on all customer complaints, concerns, and product returns and analyzes for root and recurring causes.