Customer Service Leader — Strategy, Coaching & Digital Operations

Evonik; Birmingham (AL); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Employee referral program

Job summary

Evonik Corporation in Birmingham, AL is seeking a Customer Service Manager to oversee the development and implementation of customer service strategies that enhance customer experience and satisfaction.

You will lead a team of professionals, coach staff, and collaborate with Sales, Supply Chain, and IT to ensure timely resolution of customer issues and drive continuous improvements in order-to-cash processes.

Qualifications

• Requires a Bachelor's degree in International Business Administration, Logistics and Supply Chain, Economics, Business Administration, Operations Management, or a related field, and 2 years of experience in customer service, supply chain, or order to cash operations.
• Experience coordinating activities across countries or time zones in global or multicultural organizations; developing and implementing customer service policies and operational standards.
• Leading or supervising customer service or order management teams, coaching and performance oversight; managing escalations with root-cause analysis.

Responsibilities

• Develop and implement customer service policies and procedures.
• Monitor and evaluate customer service performance metrics.
• Develop training programs and coaching for customer service representatives.
• Build relationships with customers and stakeholders.
• Collaborate with other departments to address customer concerns and ensure timely resolution.
• Manage budgets and support digitalization initiatives in customer service.
• Identify areas for improvement and implement strategies to enhance satisfaction and loyalty.
• Lead a team of customer service representatives and coordinate with Sales, Supply Chain, and Logistics.
• Coordinate with Directors and Customer Service Representatives to manage the order-to-cash process.

Skills

Customer service leadership

ERP SAP SD/MM

CRM tools

Power BI

Excel (Pivot Tables, VLOOKUP)

Cross-functional collaboration

Budget management

Education

Bachelor’s degree in a related field

Tools

SAP SD/MM

CRM tools

Power BI

Excel

Job description

Evonik Corporation in Birmingham, AL is seeking a Customer Service Manager to oversee the development and implementation of customer service strategies that enhance customer experience and satisfaction.

You will lead a team of professionals, coach staff, and collaborate with Sales, Supply Chain, and IT to ensure timely resolution of customer issues and drive continuous improvements in order-to-cash processes.