Global Customer Service Manager, Transparencies Inside Sales

PPG Industries, Inc; Durham; On-site; USD 125,000 - 140,000; Full time

Job summary

An established industry player is seeking a Global Manager for their Inside Sales team. This role is pivotal in shaping customer service strategies across diverse regions, ensuring excellence and accountability within a high-performing team. You will collaborate with various departments to enhance the customer journey while managing operations and budgets effectively. If you have a strong background in customer service management and are passionate about driving performance improvements, this is an exciting opportunity to make a significant impact in a global setting.

Qualifications

• 10+ years in customer service management, with global leadership experience.
• Expertise in developing customer service strategies in multinational settings.

Responsibilities

• Lead global customer service teams and develop comprehensive strategies.
• Analyze customer feedback to drive continuous improvement.

Skills

Customer Service Management

Strategic Thinking

Performance Improvement

Data Analytics

Education

Bachelor's degree in Business Administration

Tools

CRM Software

MRP Software

Job description

As the Global Manager, Transparencies Inside Sales, you will lead the global inside sales teams, ensuring exceptional service for customers across all regions. The role requires strategic thinking, a strong background in customer service management, and the ability to drive performance improvements in a diverse, multicultural environment. This onsite position can be based in Sylmar, CA, Grand Prairie, TX, or Huntsville, AL, reporting to the Transparencies Global Platform Director.

Key Responsibilities

• Develop and implement a comprehensive global customer service strategy aligned with company goals.
• Establish KPIs to measure effectiveness and drive continuous improvement.
• Lead and develop a high-performing global customer service team, fostering a culture of excellence and accountability.
• Oversee recruitment, training, and professional development across regions.
• Analyze customer feedback and service metrics to identify areas for enhancement.
• Collaborate with sales, marketing, and product teams to ensure a seamless customer journey.
• Manage customer service operations across regions, ensuring consistency and standards adherence.
• Optimize processes for improved effectiveness.
• Manage the customer service budget, ensuring resource efficiency and cost savings without compromising quality.
• Build and maintain relationships with customers, partners, and internal teams.
• Handle escalated customer issues, ensuring resolution and satisfaction.
• Prepare and present reports on performance, trends, and insights to senior management.
• Utilize data analytics to inform strategic decisions.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field.
• Minimum of 10 years in customer service management, including 3 years in global leadership roles.
• Experience in developing and executing customer service strategies in multinational environments.
• Knowledge of customer service metrics and performance management.
• Proficiency in CRM, MRP software, and customer service tools.
• Ability to travel up to 20%.
• Must be a US citizen.
• Salary Range: $125,000 - $140,000.