Customer Excellence Lead — Operations & Growth

SolvChem Inc.; Pearland (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

SolvChem Inc. seeks a Customer Excellence Manager to lead the Customer Excellence Department across four product lines, shaping service delivery, customer focus, and continuous improvement.

You will direct performance, oversee budgets, and align cross-functional teams with regulatory and safety standards. The role requires a Bachelor’s degree and 5+ years in customer service or operations, including leadership experience in a fast-paced industrial environment.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• 5+ years of experience in customer service, customer operations, sales support, or a related role.
• Minimum of 2 years of experience in a leadership or progressive management position.
• Intermediate to advanced proficiency with Microsoft Office programs preferred.
• Ability to work on-site and collaborate with cross-functional teams in a fast-paced industrial environment.

Responsibilities

• Lead day-to-day operations of the Customer Excellence Department by setting goals, managing projects, and overseeing department activities.
• Oversee the full employee lifecycle, including interviewing, hiring, onboarding, training, performance reviews, and employee development.
• Foster a proactive, collaborative work environment that encourages informed decision-making, accountability, professional growth, and continuous improvement.
• Set clear expectations for the team and provide coaching and guidance to support performance and development.
• Promote a culture of safety, integrity, customer focus, and continuous improvement.
• Develop, monitor, and manage the Customer Excellence Department expense budget.
• Ensure department practices and workflows comply with company policies, safety standards, and applicable chemical regulatory requirements.
• Oversee accurate, professional, and timely execution of customer orders, inquiries, and internal and external communications.
• Lead the team in supporting revenue growth by promoting new and existing products, optimizing account margin strategies, and identifying opportunities to expand division sales.
• Oversee clerical and administrative workflows that support Sales Account Managers across all company divisions.
• Collaborate with Sales and other internal departments to support customer needs and ensure effective execution of sales and customer service activities.
• Ensure customer service activities stay aligned with customer expectations and company objectives.
• Lead department initiatives focused on cost reduction, workflow efficiency, service improvement, and continuous improvement.
• Oversee and analyze monthly performance and continuous improvement metrics, including late deliveries, OTIF, invoice accuracy, new customer acquisition, and customer retention and loss.
• Collaborate with Logistics, Inventory, Planning, Shipping, Operations, Sales, and other departments to improve order entry, documentation flow, and issue resolution.
• Monitor department performance and use operational data to identify trends, address issues, and support continuous improvement.
• Serve as a key liaison between Customer Excellence and other departments to facilitate communication and resolve operational issues.
• Supervise the selection, training, development, appraisal, and work assignments of two or more employees, with oversight of hiring, firing, promotions, and assignments.

Skills

Leadership

Communication

Budget management

Cross-functional collaboration

Safety & compliance

Education

Bachelor’s degree in Business Administration/Management

Tools

Chempax

SAP

Job description

SolvChem Inc. seeks a Customer Excellence Manager to lead the Customer Excellence Department across four product lines, shaping service delivery, customer focus, and continuous improvement.

You will direct performance, oversee budgets, and align cross-functional teams with regulatory and safety standards. The role requires a Bachelor’s degree and 5+ years in customer service or operations, including leadership experience in a fast-paced industrial environment.