Head Global Customer Service

LANXESS Deutschland GmbH; Woodbridge Township (NJ); On-site; USD 153,500 - 255,900; Full time

Benefits offered by this job

Competitive compensation

Global bonus program

Flexible working arrangements

Professional development

Equal opportunity employer

Job summary

LANXESS Deutschland GmbH in New Jersey seeks a senior leader to oversee global customer service operations, shape strategy, improve processes, and drive KPIs across the end-to-end service chain.

The role requires 10+ years in global customer service or logistics, a BS in Supply Chain or related field, advanced SAP order-to-cash expertise, and strong leadership to guide a diverse team and partner with sales, marketing, and IBP.

Qualifications

• Leadership experience in global customer service, integrated planning or logistics within a chemical sector.
• Strong understanding of global supply chain dynamics and customer service challenges.
• BS degree in Supply Chain, Logistics or related field; advanced degree preferred.

Responsibilities

• Oversee and optimize end-to-end global customer service operations.
• Develop and implement global customer service strategy and KPIs.
• Lead continuous improvement and cross-functional collaboration (sales, marketing, IBP).
• Manage technology and systems that enhance efficiency and customer satisfaction.
• Build strong customer relationships and address escalated issues.

Skills

Leadership

Global customer service

Integrated business planning

Logistics

Communication

Customer relationship management

Education

Bachelor's degree in Supply Chain/Logistics or related field

Advanced degree preferred

Tools

SAP - Order to Cash

Job description

Job Highlights

• Global Customer Support Operations Oversee and optimize end-to-end global customer service operations. Implement and enhance customer service processes, ensuring efficiency and effectiveness. Establish key performance indicators (KPIs) and monitor service levels to meet or exceed customer expectations
• Leadership and Strategy Develop and implement the global customer service strategy aligned with the company's overall business objectives. Provide visionary leadership to the global customer service team, fostering a customer‑centric culture. Collaborate with cross‑functional teams to integrate customer service initiatives into overall business planning
• Continuous Improvement Identify opportunities for process improvement and implement best practices to enhance the customer service experience. Analyze data and trends to make informed decisions and drive continuous improvement initiatives. Collaborate with other departments within the BU (sales, marketing, IBP, etc) and other BU's and Group Functions (TTC, PTSE, etc).
• Technology and Systems Evaluate and implement customer service technologies and systems to enhance efficiency.
• Customer Relationship Management Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction. Collaborate with sales and marketing teams to gather customer feedback and insights to improve products and services. Address escalated customer issues promptly and effectively, ensuring resolution and customer retention
• Compliance and Quality Assurance Ensure that global customer service operations comply with relevant regulations and industry standards. Implement quality assurance programs to maintain high service standards and adherence to company policies.
• Team Management Recruit, train, and mentor a high‑performing global customer service team. Foster a collaborative and inclusive team culture, promoting continuous learning and development. Conduct regular performance reviews and provide constructive feedback to team members.

Experience / Skills

• Must have proven experience in a leadership role within global customer service, integrated business planning or logistics with a strong understanding of global supply chain dynamics and customer service challenges in the chemical sector.
• BS degree in Supply Chain, Logistics or related field. Advanced degree preferred.
• 10+ years professional experience
• Advanced knowledge of SAP, specifically the order to Cash process.
• Excellent communication, interpersonal, and leadership skills are critical to success in this role.

Location Fords
Employee Type Regular

What we offer

• Compensation We offer competitive compensation packages, inclusive of a global bonus program. The established pay range for the grade of this position is $153,500 to $255,900. Please note, the actual compensation may vary based on geographic location, work experience, education, and skill level.
• Comprehensive Benefits We provide a variety of benefits to support your financial security, health and wellbeing including retirement plans, health programs, life insurance and medical care.
• Work-Life & Flexibility We support you in maintaining a balance between working hours and personal life. With our global “Xwork” program, we offer flexible working arrangements in all countries in which we operate.
• Training & Development We are committed to your professional and personal development and encourage you in the ongoing pursuit of education, training and knowledge through both formal and informal learning.
• DiversityLANXESS is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, gender identity, sex, sexual orientation, age, social class, physical ability or attributes, religion, national origin, veteran status and political beliefs.