Customer Service Manager (Birmingham, AL)

Evonik Group.; Birmingham, Northern (AL, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Evonik Corporation在伯明翰（AL）招聘客户服务经理，负责制定和执行客户服务策略与流程，提升客户体验与满意度。您将监督绩效、培训团队并与销售、供应链等部门协作，确保问题得到及时解决，推动数字化改造以提升运营效率。

该职位要求在全球化环境中的协调经验，具备ERP/SAP和CRM工具使用能力，具备强分析能力与领导力，能带领80%团队实施改进项目，推动服务水平指标的提升与成本控制。

Qualifications

• 需要国际化组织工作经验，跨时区协调能力

Responsibilities

• 制定并实施客户服务策略与流程
• 监督客户服务绩效并推动持续改进
• 培训并指导客户服务代表
• 与销售、供应链等部门协作解决客户问题
• 管理客户服务预算与成本
• 推动数字化改进以提升客户体验
• 领导并评估客户服务与销售支持团队
• 参与订单到现金流程及对账工作

Skills

跨境协作

ERP SAP SD/MM

CRM工具

Power BI

Excel数据分析

Education

本科国际商务/物流与供应链

Tools

SAP SD/MM

CRM系统

ERP系统

Power BI

Job description

## Customer Service Manager (Birmingham, AL)申请: Birmingham, AL: 全职: 发布于昨天: R51865**Customer Service Manager (Birmingham, AL)**Evonik Corporation seeks a Customer Service Manager (Birmingham, AL) to oversee the development and implementation of customer service strategies that enhance customer experience and satisfaction. Develop and implement customer service policies and procedures. Monitor and evaluate customer service performance metrics. Develop training programs and provide coaching to customer service representatives. Build strong relationships with customers and stakeholders. Collaborate with other departments to address customer concerns and ensure timely resolution of customer issues. Manage budgets for customer service operations and support the implementation of digitalization improvements in the customer service organization. Identify areas for improvement within the customer service organization and develop and implement strategies to enhance customer satisfaction and loyalty. Set policies and make strategic decisions that others must carry out and ensure that customer service standards are met and continuously improved. Manage a team of customer service representatives, and work collaboratively with other departments to ensure that customer service standards are met. Coordinate with the Director of Sales, North America, Director of Account Management, Supply Chain and Logistics Manager, as well as the Customer Service Representatives to manage the customer order to cash process. 8 Direct Reports in the positions of Customer Service & Sales Support Specialist. Local telecommuting permitted up to 1 day per week. 5% domestic travel required.**JOB REQUIREMENTS****:**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. Must have experience with: Working in global or multicultural organizations and coordinating activities across countries or time zones; Developing and implementing customer service policies, procedures, and operational standards; Leading or supervising customer service or order management teams, including coaching and performance oversight; Managing customer escalations through root cause analysis and implementing corrective and preventive actions to improve service performance; Executing end to end Order to Cash processes, including order entry, fulfillment, delivery coordination, and invoicing; Using enterprise resource planning (ERP) systems such as SAP SD/MM and customer relationship management (CRM) tools for order management and customer interactions; Monitoring and interpreting customer service KPIs, service level metrics, and operational performance indicators; Using analytical tools including Excel pivot tables, VLOOKUP, and business reporting platforms such as Power BI or equivalent reporting tools; Designing and delivering training programs, onboarding processes, and operational guidance for customer service personnel; Cross functional collaboration with teams such as sales, supply chain, logistics, planning, finance, quality, procurement, and IT; Creating and maintaining SOPs, process documents, work instructions, and operational workflows; Participating in or supporting digitalization initiatives, system enhancements, or process-automation projects; Applying practical knowledge of international logistics fundamentals, including Incoterms, freight processes, customs documentation, and trade compliance basics; Managing budgets, operational cost tracking, or financial analysis related to customer service or logistics activities; Coordinating with third party logistics providers, carriers, or service vendors to support domestic and international shipments; Identifying operational gaps and implementing service improvement strategies that enhance customer satisfaction; Leading or coordinating cross functional improvement projects involving process optimization, workflow redesign, or digital transformation; Supporting internal or external audits, reviews, or compliance related assessments; Managing complex financial related escalations such as credit issues, overdue payments, or invoice discrepancies; Delivering advanced training, knowledge transfer programs, or onboarding frameworks for new personnel; Coordinating with international freight forwarders, customs brokers, or specialized logistics partners; and Using data analysis techniques to identify operational trends, forecast demand, or support strategic decision making. 5% domestic travel required.**THIS POSITION IS ELIGIBLE FOR EMPLOYEE REFERRAL PROGRAM****QUALIFIED APPLICANTS**: Apply at https://careers.evonik.com/en/, “job search” code R51865.**您的申请** 为了确保尽快处理您的申请以及保护环境,请您通过我们的职业门户在线申请。作为雇主,您可以在www.evonik.com/en/careers找到有关赢创的更多信息。 请将您的申请发送给 Talent Acquisition Manager,说明您的最早入职日期和薪资期望。如有疑问或需要更多信息,可拨打Evonik Candidate Support 的电话:[phone]。**你的** **Talent Acquisition Manager:**Tammy RodenCompany isEvonik Corporation