Customer Service Supervisor

Nouryon; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Nouryon is seeking a Customer Service Supervisor to lead a team delivering best-in-class support for B2B customers from our Houston, TX site. You will oversee order-to-invoice operations, monitor KPIs, and work with Sales, Logistics, Planning and Production to optimize service levels.

We value a minimum of five years of leadership in customer service or order management, a Bachelor's degree, and hands-on experience with SAP SD/MM and CRM systems.

Qualifications

• Bachelor's degree or equivalent work experience.
• Experience in B2B customer service or order management in manufacturing.
• Minimum 5 years' experience leading teams.
• Proficiency with SAP SD/MM and CRM systems.
• Strong analytical and problem-solving abilities.
• Excellent communication and collaboration across functions.

Responsibilities

• Lead and oversee the Customer Service organization.
• Drive order-to-invoice processes and standardize ways of working.
• Ensure adherence to processes, controls and service levels.
• Monitor KPIs: order service performance, confirmation time, first-time-right, order touchpoints.
• Build relationships with internal and external customers.
• Coach and develop team; foster accountability and continuous improvement.
• Collaborate with Sales, Logistics, Planning, Production and cross-functional teams to resolve issues.

Skills

Leadership

Customer focus

Analytical skills

Communication skills

Problem solving

MS Office

CRM systems

SAP SD/MM

Order management

Education

Bachelor's degree

Tools

SAP SD/MM

CRM systems

MS Office

Job description

At Nouryon, our global team takes positive action every day, to reach higher collectively and individually. We create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future.

About the job:

The Customer Service Supervisor is responsible for leading a team of customer service representatives to ensure excellent support for B2B customers. This role oversees daily order-to-invoice operations, monitors key performance indicators, ensures service-level commitments are met, and drives process improvements. The position also works closely with Sales, Logistics, Planning, and Production teams to maintain efficient operations and build strong customer relationships.

In your future role as a Customer Service Supervisor, you will:

• Lead and oversee the Customer Service organization while supporting the Hub Manager during organizational transitions.
• Drive the implementation and standardization of order-to-invoice processes and ways of working.
• Ensure established processes, best practices, and effective controls are in place and consistently followed.
• Monitor service-level commitments and take action to maintain high performance.
• Build and maintain strong relationships with internal and external customers to deliver exceptional service.
• Track and take ownership of key operational KPIs, including order service performance, order confirmation time, first-time-right, and order touchpoints.
• Coach, develop, and inspire team members while fostering a culture of accountability and continuous improvement.
• Collaborate with Sales, Marketing, Logistics, Planning, Production, and other cross-functional teams to resolve customer service and process-related issues.

We believe you bring:

• A bachelor’s degree is preferred; equivalent relevant work experience will also be considered.
• Experience in B2B customer service or a similar customer-facing function, with a preference for order management experience in a manufacturing environment.
• A minimum of 5 years of experience leading and developing teams, preferably within customer service, order management, or a B2B environment.
• Proficiency in Microsoft Office applications.
• Strong customer focus and experience applying differentiated business rules.
• Excellent analytical and problem-solving skills.
• Knowledge of SAP Sales & Distribution (SD) and Materials Management (MM) modules.
• Experience working with a CRM system.
• Proven ability to troubleshoot issues and develop effective solutions quickly.
• A self-directed approach with the ability to work independently and manage priorities with minimal supervision.
• Outstanding communication skills and the ability to collaborate effectively across all levels and functions, including global teams.

Good to know:

• This is a full-time position that requires onsite employment at our Houston, TX location.
• This position reports directly into the Regional Customer Service Hub Manager.

About Nouryon:

Explore careers and life at Nouryon

If you’re looking for your next career move, apply today and join Nouryon’s worldwide team in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the wish to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment.

Visit our website and follow us on LinkedIn.

#WeAreNouryon #GrowWithUs

Nouryon is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law.

We have already chosen our sourcing channels for this recruitment and kindly ask not to be contacted by any advertisement agents, recruitment agencies or staffing companies.