Customer Service Manager

Momentive; Town of Niskayuna (NY); On-site; USD 70,000 - 102,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Paid time off

401k with employer match

Parental leave

Disability insurance

Professional development

Job summary

Momentive is seeking a Customer Service Manager to lead and develop the Customer Service team in on-site New York operations. You will drive day-to-day CS operations, monitor performance, and foster a customer-centric culture focused on responsiveness and continuous improvement.

You will manage the complete order-to-cash process, collaborate with cross-functional teams, and provide performance reporting to leadership. A Bachelor's degree and 3+ years of leadership in CS are required.

Qualifications

• Bachelor’s degree required or equivalent experience.
• 3+ years of relevant professional experience in customer service or operations.
• Strong knowledge of the Order-to-Cash (O2C) process and SAP or ERP systems.
• Excellent verbal and written communication skills and leadership ability.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives.
• Oversee order-to-cash processes from entry to delivery to ensure accuracy and timeliness.
• Escalate complex issues and manage relationships with key customers and internal stakeholders.
• Monitor KPIs (CSAT, on-time delivery, response and resolution times) and report to leadership.

Skills

O2C process

SAP

Leadership

Communication

Project management

IT proficiency

Influencing skills

Education

Bachelor’s degree

Tools

SAP ERP

Job description

Customer Service Manager# **Summary:**In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals. Please note that this role requires on-site presence five days per week, Monday through Friday. May require working 7:00 am-4:00 pm and/or 8:00 am-5:00 pm. May require flexibility to begin your day as early as 6:00 am based on business needs.# **Responsibilities Include:****Customer Service Leadership*** Lead, coach, and develop a team of Customer Service Representatives.* Establish performance goals and monitor individual and team effectiveness.* Foster a customer-focused culture that emphasizes responsiveness, accountability, and continuous improvement.* Conduct performance reviews, training, and employee development activities.**Customer Relationship Management*** Serve as the primary escalation point for complex customer inquiries and issues.* Build and maintain strong relationships with key customers and internal stakeholders.* Ensure timely resolution of customer concerns while maintaining high satisfaction levels.* Partner with commercial teams to support customer retention and growth initiatives.**Order Management & Operational Excellence*** Oversee the complete order-to-cash process, including order entry, order fulfillment, delivery coordination, and issue resolution.* Ensure accuracy and compliance with company policies, procedures, and service standards.* Identify process inefficiencies and implement solutions to improve service levels and operational performance.* Support business continuity and customer communication during supply disruptions or service challenges.**Performance & Reporting*** Monitor key performance indicators (KPIs) such as: Customer Satisfaction (CSAT), Order Accuracy, On-Time Delivery, Response and Resolution Times, Backlog Management and Service Level Performance.* Analyze trends and recommend corrective actions to improve customer experience and operational efficiency.* Prepare and present performance reports to leadership.**Cross-Functional Collaboration*** Work closely with Supply Chain, Manufacturing, Logistics, Sales, Finance, and Planning teams to ensure customer commitments are met.* Participate in business reviews, demand planning discussions, and continuous improvement initiatives.* Support implementation of new systems, processes, and technologies.# **Qualifications:****The following are *required* for the role*** Bachelor’s degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience.* Strong business acumen with deep knowledge of the Order-to-Cash (O2C) process.* Advanced proficiency in SAP or comparable ERP systems.* Customer-focused mindset with demonstrated leadership experience in customer service or a related industry role.* Exceptional verbal and written communication skills.* Highly organized, detail-oriented, and able to adapt to changing priorities in a fast-paced, customer-oriented environment.* Demonstrated project management capabilities, strong analytical skills, and high IT/technology proficiency.* Excellent presentation skills and the ability to communicate effectively at all levels, both internally and externally.* High emotional intelligence and self-awareness, with strong interpersonal and influencing skills.* Proven ability to lead through influence (“soft power”) and manage senior-level stakeholders without direct reporting authority.**The following are** ***preferred*****for this role*** 3+ years of Customer Service leadership experience* Fluent in Spanish, both written and verbal.* Experience in the Chemical industry.* CI/Six Sigma /Lean* Solid Project Management experience.#LI-AW1# **What We Offer:**Base Pay Range: $69,800 - $102,300*The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable. **If you are interested in this position, we’d ask that you apply! #BePartoftheSolution****Additionally, this role is eligible for incentive or sales variable compensation payments. The amount of these incentives is based on the terms of the Company's incentive plans, the Company's financial performance, and/or individual employee job performance.***At Momentive, compensation is one part of your overall package. We offer a fantastic variety of total rewards and development programs to support your unique needs for overall well-being and personal career aspirations.*** Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage.* Paid parental leave for the birth of a child; adoption and surrogacy reimbursement.* Short term disability with 100% base salary coverage.* Company funded counseling (EAP) and assistance finding care for children, parents, or pets.* 25 days of Paid Time Off (PTO) plus paid holidays. Additional time off with years of service.* 401k savings plan with 5% employer match plus additional contribution based on years of service.* Student debt pay-off program.* Professional development programs and courses.* Wellness programs and financial education.Refer to the Hiring Process tabon our Careers page for a detailed description of the physical job requirements and location details for candidates considering relocation.# **About Us:**Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward—products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.