Skip Navigation
Apply

Customer Service Manager

Job ID GBU008319 Houston, Texas, United States;
Standard

Solvay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristics.

Solvay is a multi-specialty chemical company committed to developing chemistry that addresses key societal challenges. We innovate and partner with customers in diverse global end markets. Special Chem produces fluor and rare-earth formulations for automotive, semi-conductor and lighting applications. With its industrial know-how, global presence and R&I proximity, Special Chem positions as a strategic partner for the automotive sector as a producer of materials used in emission control catalysis and aluminum brazing, and as a producer of cleaning and polishing materials for electronics.

Job Overview and Responsibilities

                            The Role: Customer Service Manager


The Customer Service Manager supervises and coordinates the activities of the Customer Service Representatives responsible for the Order to Cash process. This includes all aspects of SAP order entry and not limited to product availability, delivery time, transportation means, creating the delivery note and transportation orders, handling the interface to the carriers, and handling the interface with the manufacturing locations for pic-pac-loading activities. This role will manage the on time invoicing for digital customers. This role will be responsible to identifying opportunities for simplification, streamlining working with the team to implement best practice solutions.

Additional responsibilities:
  • Use metrics and other data such as invoice accuracy to analyze problems, identify root cause, and create corrective action plans. Lead self-initiated projects and those identified/assigned by Develop project plans that include due dates and measurable deliverables.
  • Support Responsible Care.
  • Work with the Export Trade and Compliance related to releasing material blocks for order processing.
  • Support to the team in case of CSR absences.
  • May be assigned Key account management at the discretion of the business.

Staffing & Training:
  • Motivate, mentor and coach the CSR team members to help them achieve their highest performance level.
  • Monitor service calls to observe employee’s demeanor, technical accuracy and conformity to company policies.
  • Using metrics align and level staffing to meet business requirements and productivity goals.
  • Use a regular meeting cadence within the department to keep the CSR Team focused, accountable for results, and informed.
  • Customer Relations:
  • Research, troubleshoot, and correct transaction problems.
  • Reduce waste and streamline processes to achieve increased efficiency and effectiveness.
  • Determine work procedures, prepare work schedules, and expedite workflow. Write and maintain procedures that affect customer order processing and the replenishment process
  • Answer questions about service.
  • Monitor order lead-time and work with commercial to insure that supply chain has adequate lead-time to cost effectively handle customer shipments. 
  • Proactively work with customer service reps to increase the number of electronic orders.

Import / Export:
  • Direct CSR's in all import and export activities to insure compliance with all regulatory agencies and ensure on time delivery of product.
  • Understanding of Incoterms and appropriate application thereof.

Decision Making
  • Distribute accounts to customer account representatives
  • Placement of customer account representatives
  • Assist account representatives with problem solving

Education and Experience

Minimum Qualifications:

  • Bachelor’s degree required.
  • Minimum of 5+ years of experience in a Customer Service in Chemical Manufacturing Demonstrated ability to understand the assigned product lines and customer base or proven ability to gain this understanding (e.g. prior work experience demonstrates this ability).
  • 3-5 years of Manager experience 
  • Exposure to global matrix culture a plus.
  • Demonstrated understanding of Solvay’s logistics network, or prior experience that would demonstrate the ability to understand this type of logistics network.
  • SAP (Sales Distribution Module) experience 
Physical Requirements
  • Must be able to sit for long periods of time
  • Travel: 0-10%

Skills

  • Good communication and listening skills.
  • Ability to handle multiple priorities and to work effectively with difficult people and/or situations.
  • Several hours of typing/computer usage per day

Experience

Experienced

Apply

Our recruitment process

If you’d like to find out more about what happens next with your application or get some tips on how to complete it, please click ‘Recruitment Process’ below. Alternatively, if you are experiencing difficulties in completing or sending your application, help is available. Simply click ‘Request Support’.

Discover

You are having trouble applying?

Request support