Customer Service Manager

YOUR ROLE & RESPONSIBILITIES

• Regional Responsibilities: Responsible for driving measurable improvements to increase service metrics (customer
  health, customer satisfaction, overall customer experience) and financial outcomes (billing accuracy, upsells, net
  retention), while remaining aligned with organizational business objectives.
• Data Management Skills: Responsible for data-driven decision making and real-time account intelligence (at scale)
  to provide teams across specified region with key insights needed to improve the customer experience efficiently
  and effectively.
• Leadership: Ability to focus on the process not just the outcomes to maintain motivation across the team and
  skillfully balance expected results with acknowledgement and celebration of the process. Must be able to
  continually embrace an evolutionary approach, seeking new methods to improve individual and team performance,
  while adopting best practices to align with employee strengths.
• Communication: responsible for effective communication, both internally and externally. The Regional Customer
  Service Manager will establish and enforce processes to create fewer touch points for the customer to successfully
  receive pertinent information. Responsible for establishing and supporting defined processes for consistent, clear,
  and timely communication from our Customer Service team to the customer. This role is responsible for driving
  effective cross-collaboration, with internal stakeholders, external ecosystem and customers, a vital function to
  collective success.
• Development: Responsible for both leading and assigning training, performance reviews and employee development as it relates to the team's needs and goals.
• Drive Order to Cash Process Efficiencies: Regularly partner and collaborate with business and functional leadership to design solutions to meet Commercial initiatives and revenue targets. Responsible for booking all revenue within one or more regions, accurately and on-time, and for providing tools and process globally to support regional performance targets.
• Deliver Contextual Based Support: responsible for team related efforts to unify and standardize customer information across all systems to create visibility and establish accessibility for customer specific data availability. The Customer Experience is reliant upon the Customer Service team's agility, response time and their capacity to consistently access the same data, regardless of location, to resolve customer inquiries in a single interaction.
• Innovate The Customer Journey: responsible for supporting efforts and driving intentional behavior to build trust and present value to the customer to establish, or nurture, long-lasting customer relationships. Customer Facing Collaboration to Adopt New Internal Processes and best support both the customer's business requirements and internal revenue growth. Examples include:
• Promote digital resources with internal teams and the customer to increase "ease" of doing business with the organization.
• Leading and promoting surveys, creating internal or customer led focus groups and benchmarking best practices.
• Support Efforts in Both Human and Automated Service Processes: Responsibilities may include:
• Creating, defining, and driving enhanced communication manageability practices.
• Identifying manual processes that can be automated to positively impact efficiency and Customer Satisfaction.
• Creating and delivering training to expand crucial Customer Service skills and encourage personal development.

YOUR PROFILE

Education and Experience:

• 10+ years of Customer Service experience.
• 4+ years in a leadership capacity, while leading teams of 20 or more.
• Bachelor's degree preferred or equivalent education and experience.
• Experience working on transformational programs or Change Management initiatives
• Graduate degree in business, management, social science (or related field) preferred
• Proven track record building customer centric teams and Customer Support/Success technology domain
  knowledge preferred
• Order to Cash experience (PO to invoice), ERP expertise and an understanding of integrated technologies.
• CRM Experience required, preferably Salesforce

OUR OFFER

We aim to create an environment where the best people want to work, where they can turn their passion into their job and realize their full potential.

• Individual development, on-the-job training, and development programs designed to help our employees grow in their careers.
• Paid parental leave
• Education assistance program
• Employee assistance program
• Various healthcare plan options as well as 401(k)

INTERESTED?

We look forward receiving your application.

Brenntag and its subsidiary companies will provide equal employment opportunities to all applicants without regard to any category protected by federal, state or local law, including as applicable, applicant's actual or perceived race, color, religion, creed, sex, sexual orientation, gender identity or expression (including transgender status), gender (including pregnancy, childbirth, lactation and related medical condition), genetic information, military service, national origin, ancestry, citizenship status, age, veteran status, physical or mental disability, protected medical condition as defined by applicable federal, state or local law, political affiliation, marital status, membership in an employee organization, parental status, expunged juvenile record, or any other status protected by federal, state, or local law. Brenntag will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested. When completing this application, you may exclude information that would disclose or otherwise reference your race, religion, age, sex, genetic, veteran status, disability or any other status protected by federal, state, or local law. This application is considered current for sixty (60) days only. At the end of this period, if you are still interested in employment, it will be necessary for you to reapply by completing a new application.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at accommodations@brenntag.com (phone, tty, fax, email, etc.).

Brenntag North America, Inc. and its subsidiaries use E-Verify, a government-run, web-based system that allows employers to confirm the eligibility of their employees to work in the United States. For more information, please go to https://www.e-verify.gov/employees or view the poster at https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster.pdf.

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