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Job Title: Senior Customer Service Specialist
Job Description: The UCAR Emulsion Systems business has an exciting and challenging opportunity for a Senior Customer Service Specialist, located in Cary, North Carolina. We are a leading North American supplier of latexes used as a key component in decorative and industrial paints, adhesives, and construction products such as caulks and sealants. The group is responsible for providing innovative solutions for ongoing and unmet customer needs, as well as developing and commercializing new products. Our latex business is the long standing North American market leader in vinyl acrylic chemistry and we rank second in overall market share across our full range of chemistries. Our 300 plus employees support a new company that ranks among the top 60 of U.S. chemical producers (top 5%).
The Senior Customer Service Specialist (SCSS) serves as the Customer Service Team focal point and as a daily leader between the business and customers in facilitating the overall Quote to Cash work process starting with the entry of each customer orderwork process. The SCSS actively engages in and has functional responsibilities with customer-centric work processes (such as order handling, tactical operations planning, accounts receivable and corrective action management) to effectively serve customers and deliver business results.
To succeed, the SCSS must command a thorough knowledge of the business products and service offerings, demonstrate a thorough applicability of functional processes and metrics, develop successful relationships with customers and business associates, and serve effectively as the Focal Point for Customer Service functional initiatives and responsibilities. Excellent communication skills, both written and verbal, interpersonal skills, a strong data focus, and leadership competencies are a must.
Critical responsibilities include:
- Order Management: daily management of customer contacts and services, order entry and follow up, product delivery tracking, invoicing accuracy and timeliness, and complete and timely receivables.
- Customer Management: managing account relationships and contacts, delivering premier service to each customer, understand the customer's product and service needs, apply the appropriate business services or work processes, and involve the appropriate business / company resources to ensure deliver of products in-spec and on-time.
- Account Team Participation: through active participation on Customer Account Teams - coordinate proactive improvement or resolution activity at assigned customer accounts, lead initiative sub-teams as well as recommend / help / develop / implement team solutions relative to customer sourcing opportunities, value-increasing service offerings, and delivery performance improvement. Will anticipate customers' needs through on-going analyses.
- Continuous Improvement: facilitates Customer Service work process optimizations, customer satisfaction advancements, and delivery performance improvements via LEAN methodology, the Corrective Action Management process, other business resources and functions, and functional resources / initiatives. The prevention and elimination of repeat defects, especially with order accuracy, transactional service standards, invoicing, and receivables, is crucial for the SCSS.
- New Customers / Product Changes: work closely with Marketing, Sales, and Supply Chain to ensure all processes work effectively for new customers or customer product changes, manage business changes to ensure timely and thorough communications with the business functions and key customer contacts.
The successful candidate will be able to command a thorough knowledge of the business products and service offerings, as well as develop successful relationships with customers and business associates. Must have demonstrated competency in leading a highly productive team, as well a demonstrated data analysis and interpretation. Excellent verbal and written communication skills and interpersonal skills are critical. The candidate must be highly organized and able to manage multiple tasks and processes. Proficiency with MS Excel is required.
Competitive salary and benefits package provided. A minimum requirement for this US-based position is the ability to work legally in the United States on a permanent basis. Applicants who do not indicate that they have the necessary permanent work authorization will not be considered for this US-based position. This position does not provide relocation benefits.
Job Requirements: Minimum Bachelor's degree in a related field Minimum of 5 years customer service, inside sales, or strongly related experience in a manufacturing environment, that includes team leader or senior level responsibilies. PREFER: 8 or more years experience. PREFERRED SKILLS/KNOWLEDGE: -
Prefer working knowledge of SAP R3 -
Spanish communication skills (written and verbal) -
Proficiency in MS Excel in business applications
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