US Service Delivery Manager

Orbia•Saint Gabriel, LA

1d•$140,000 - $160,000•Onsite

About The Position

Orbia Fluor & Energy Materials is seeking a purpose-driven and growth-minded individual to join their team. The company's purpose is to advance life around the world, driving their global team of over 23,000 employees. They create solutions for clean water, secure food supplies, and reliable information, while also steering material advances for green and smart cities, transportation, and healthcare. The US Service Delivery Manager will establish a customer-centric, proactive, and collaborative service delivery organization for US chemical operations. This role involves overall leadership, accountability, and day-to-day management of OFEM activities related to supply customers, ensuring the highest quality standards in assets, logistics, warehousing, storage, import/export shipping, order management, and customer service. The position will contribute to a business transformation towards a more agile, purpose-driven, and customer-centric organization. Serving a multi-product business with global supply chains and significant regulatory aspects, the role requires broad general management skills. The manager will unify various teams within the service delivery function, breaking down barriers and promoting effective communication to ensure raw materials, products, and services are delivered safely, compliantly, and cost-effectively, meeting customer expectations. The goal is for the Service Delivery Team to work collaboratively as one unit to exceed customer expectations and achieve business objectives.

Requirements

BS Degree in Supply Chain, Logistics, or Customs import and export.
English language proficiency.
Extensive knowledge of customer service operations, logistics, procurement, and supply chain management.
Knowledge of Incoterms, shipping, and customs/excise requirements.
Excellent written and verbal communication skills.
Ability to influence at all levels.
Strong IT skills, including Microsoft Office packages.
Minimum 10 years in a senior supply chain, procurement, or commercial role managing teams of customer service, logistics, and/or commercial team members.
Experience working in a multi-product business with large turnover and global service delivery/contracts is essential.
Proven experience in supply chain or commercial management.
Strong negotiation skills.
Strong influencing and communication skills.

Nice To Haves

Knowledge of iso-tank operations and shipping/handling of pressurized gases will be a distinct advantage.
SAP or other ERP experience will be a distinct advantage.

Responsibilities

Work closely and proactively with the OFEM Chemicals Global Service Delivery Director to align with strategic and operational objectives and translate them into specific targets for the US Service Delivery function.
Demonstrate proactive behaviors and initiative to maximize customer satisfaction, optimize costs, and improve business value.
Collaborate closely with internal stakeholders to enhance business performance.
Provide day-to-day leadership to the US service delivery and procurement teams, focusing on objective setting, priorities, organization, resources, policies, ways of working, systems, and procedures.
Ensure the service delivery function meets all safety, compliance, code of ethics, and internal/external audit requirements.
Work collaboratively and in alignment with Service Delivery Managers across regions, sharing best practices, providing support, and guidance.
Identify and resolve short- and long-term issues impacting customer service through timely and pragmatic actions, implementing necessary changes and influencing effectively.
Design and adjust the Service Delivery function in an organized and sustained manner, aligning with SOX compliance segregation of duties, Internal Audit recommendations, Global Supply Chain Guidelines, and Business definitions. Establish required structures and processes to deliver results.
Promote high standards in safety, delivery, and costs.
Promote the professional and personal development of team members, implementing people processes such as selection, objective setting, personal reviews, reward/recognition, and succession planning.
Stay updated with the latest technology, innovations, and ways of working. Maintain external networking and share best practices (internal and external) to foster a continuous improvement culture.
Align with the Global Service Delivery Team on best practices, operating models, and technology/software initiatives.