Customer Service Manager (2161)
Title:Customer Service Manager
Group Company: Mitsubishi Chemical Performance Polymers
Location:Greer, SC
Group Company:
Mitsubishi Chemical Performance Polymers
Mitsubishi Chemical Performance Polymers, Inc. (MCPP) a subsidiary of Mitsubishi Chemical is wholly owned, MCC and its twenty group companies provide products and services to customers in North and South America providing a broad range of businesses including chemical, petrochemical, composite materials, pharmaceuticals, electronics, and other businesses.
MCPP has doubled in size over the past 5 years due to the organic growth with our customers as well as numerous positive acquisitions. This has allowed us to expand our product portfolio, global reach and create an exceptional team of 1000+ dedicated employees. MCPP operates a global network of 24 sites in 15 nations. In the Americas, MCPP has locations in Michigan, Ohio, South Carolina and Brazil.
MCPP's goal to our associates is to create an environment that motivates people, creates teamwork and encourages close collaboration with our customer and suppliers. We maintain a strong investment in our associates and encourage an entrepreneurial spirit and growth. We offer our associates a competitive salary, benefits, vacation and incentive package. We encourage learning and development and offer our associates opportunity for advancement.
Job Purpose
The Customer Service Manager for Performance Polymers Business leads our customer service teams in Greer, SC, Bellevue, OH and Wilmington, MA. The scope will include domestically produced products, as well as imports from our sister regions, mainly in Europe and Japan. The ideal candidate will be passionate about delivering exceptional customer service, possess strong leadership skills, and have a proven track record of driving customer satisfaction. As a Customer Service Manager, you will be responsible for overseeing the day-to-day operations of the customer service department, implementing strategies to enhance customer experience and improve daily operations, and ensuring the team meets or exceeds performance metrics.
This role will be located in Greer, SC.
Principal Accountabilities
PRIMARY RESPONSIBILITIES
The functions below are not all inclusive of the duties for this position. Other responsibilities may be assigned as deemed necessary.
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer service team and monitor performance of team members.
Analyze performance data and implement improvement strategies to enhance efficiency and customer satisfaction, including organizational structure change proposals.
Implement and manage customer service policies and procedures to facilitate quality customer service experience.
Ensure timely and accurate responses to customer inquiries, complaints, and requests.
Acts as a liaison between the customer service department and other divisions in the company
Develop and implement strategies to improve the overall customer experience, in collaboration with Commercial
Work with Supply Chain/Inventory management to establish stable and reliable supply, both on domestic sales and international traded goods
Work cross-functionally to gather customer feedback and insights, utilizing this information to drive continuous improvement in service delivery.
Recruit, develop and evaluate customer service staff according to best-in-class practices and agreed upon metrics.
Foster a culture of continuous improvement and exceptional customer service.
Build and maintain strong customer relationships by addressing complex issues and managing escalations appropriately.
Implement and manage customer service technologies and tools, including CRM systems, knowledge bases, and communication channels.
Identify opportunities for process automation and continuous process improvement.
Provide regular reports and insights to senior management. WORK REQUIREMENTS
This role will be in Greer, SC. Expectation to be at the office majority of the week
Some domestic travel may be required (every other month or less)
Knowledge / Skills / Experience
Bachelor's degree (or equivalent) in relevant field or proven work experience in Customer Service.
Minimum 5 -10 years' Manager experience.
Must have Knowledge/experience of handling international trade and custom clearance
Must have Leadership experience in managing a team
Mush have experience in utilizing SAP S4 as primary ERP software
Experience in logistics coordination role is a plus
Excellent communication skills, both verbal and written
Good data collection and analysis skills
Experience in creating and improving policies and procedures (ISO90001 certification trained is a plus)
Strong interpersonal and relation building skills
Ability to work collaboratively in cross-functional teams.
Ability to plan, prioritize, and manage multiple priorities under tight deadlines.
Ability to analyze problems, identify root causes, and provide effective corrective actions.
Humble: respectful, receptive, agile, eager to learn
Must be self -motivated and able to work under little or no supervision.
Working knowledge of MS Office (Excel, Word, Outlook). Knowledge on Power Apps and additional O365 apps is a plus
Pay Transparency (complete highlighted sections)
The salary range for this position is $103,400 - $129,300. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
Competitive Benefits
Benefits begin on DAY 1!
Employee Assistance Programs
Curated Self-Paced Learning & Development Programs for all Employees
Mitsubishi Chemical Group (MCGC) and any of our subsidiaries do not accept unsolicited resumes from individual recruiters or third-party agencies. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team. No placement fees will be paid to any firm unless specifically invited on the search by the MCGC Talent Acquisition team and such candidate was submitted to the MCGC Talent Acquisition Team via our Applicant Tracking System.
EEO Statement
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or other applicable laws. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition.
