I+S Lead Customer Solutions Customer Account Partner

Univar Solutions; Dublin (OH); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work 3 days in office

Total Rewards package

Diversity & inclusion

Job summary

Univar Solutions is seeking a senior-leaning I+S Lead Customer Solutions Customer Account Partner to manage onboarding and end-to-end order activities across the region.

You will guide cross-functional teams, serve as the SAP expert, and mentor Customer Account Partners to drive service levels and profitability.

Qualifications

• 1-2 years of Univar Solutions experience with customer solutions experience in a B2B environment.
• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Strong SAP expertise with order management and customer service processes.
• Advanced Salesforce CRM experience, including case management, reporting, and workflow optimization.

Responsibilities

• Serve as the primary escalation resource for new customer account onboarding and order management activities.
• Collaborate cross-functionally with Sales, Product Management, Purchasing/Network Planning, AR, Credit, Transportation, Quality, Operations and other functions.
• Identify opportunities for continuous improvement in systems, processes, and tools; act as a SAP SME and provide training.
• Monitor, analyze, and report on KPIs including productivity, unbilled revenue, open billing docs, and order accuracy.
• Provide coaching and development for Customer Account Partners; onboard and mentor new hires.
• Build relationships with internal stakeholders to deliver value-added support and ensure customer-focused experience.
• Act as backup to Supervisor, providing leadership support and decision-making when needed.

Skills

SAP expertise

Salesforce CRM

Microsoft Excel

Leadership mindset

Education

Bachelor's degree preferred

Tools

SAP

Salesforce

Job description

A Place Where People Matter. Start your career journey with Univar Solutions! Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you.

Primary Purpose

The I+S Lead Customer Solution Customer Account Partner is responsible for delivering an exceptional customer experience that reflects Univar Solutions' commitment to service excellence. This role serves as a key liaison between customers, sales teams, internal business partners, and external suppliers and service providers, fostering strong, collaborative relationships that support customer success and business growth.

The I+S Lead Customer Solutions Customer Account Partner provides leadership, coaching, and operational support to the Customer Account Partner within the Customer Solutions Team, ensuring effective execution of end-to-end order-to-delivery processes across the assigned region. This role is responsible for developing team capabilities through training, mentoring, performance support, escalation management, reporting, workload analysis, and continuous process improvement initiatives that enhance customer satisfaction and operational efficiency.

As a senior member of the Customer Solutions organization, the I+S Lead Customer Account Partner serves as a role model by demonstrating a customer-centric mindset, building trusted partnerships and promoting collaboration across the organization. The role is instrumental in establishing credibility with internal and external stakeholders, driving profitable business outcomes, and supporting long-term customer retention and growth.

The successful candidate will champion Univar Solutions' culture, values, safety standards, compliance requirements, financial objectives, and inventory control practices while ensuring the consistent delivery of world-class customer service. Through effective leadership and a commitment to operational excellence, the I+S Lead Customer Account Partner will help drive sustainable business performance and strengthen the overall customer experience.

WHAT YOU'LL DO

Deliverables:

% of time spent

(Total 100%)

Serve as the primary escalation resource for new customer account onboarding and order management activities, partnering with Customer Account Partners to ensure seamless order execution and successful service delivery. Collaborate cross-functionally with Sales, Product Management, Purchasing/Network Planning, Accounts Receivable, Credit, Transportation, Quality, Operations, and other key business functions to proactively resolve complex order issues, service disruptions, and delivery challenges.

30%

Leverage subject matter expertise to identify opportunities for continuous improvement in systems, processes, and tools. Act as a functional SAP expert and trusted resource, providing guidance, training, and support to team members to drive operational effectiveness and process consistency.

20%

Monitor, analyze, and report on key performance indicators, including productivity, unbilled revenue, open billing documents, customer complaints, payment disputes, case compliance, order accuracy, and overall sales order management performance. Identify trends and recommend corrective actions to improve service levels and business outcomes.

20%

Provide ongoing coaching, training, and development support to Customer Account Partners, ensuring adherence to established processes, procedures, and best practices. Facilitate individual and team training initiatives, support organizational change management efforts, and partner with leadership to develop and execute employee development plans. Mentor and support newly hired Customer Account Partners through an enhanced onboarding experience, providing structured coaching, knowledge transfer, and continuous guidance to accelerate proficiency and long‑term success.

20%

Build and maintain strong relationships with internal stakeholders and business partners by consistently delivering value-added support, fostering collaboration, and ensuring a professional, customer-focused experience that enhances satisfaction and trust.

10%

Act as a backup to the Supervisor, serving as a key escalation point for regional team members and cross‑functional partners. Provide leadership support, operational guidance, and decision‑making assistance to ensure continuity of service and achievement of team objectives.

Ongoing

Key Stakeholders

Position/Title

Reason For Contact

Customer Solutions Supervisor

Immediate Supervisor

Customer Solutions Leadership

Reports Within This Organization

Customer Solutions Shared Resources

Customer Experience

Sales

Customer Experience

Product Management

Customer Experience

Shared Services Functions

Customer Experience

Supply Chain Functions

Customer Experience

Master Data

Customer Experience

Financial Responsibility

• Authority To Release $20,000 In Credits and Debits

Supervisory Responsibility

• None

WHAT YOU'LL NEED

• 1-2 years of Univar Solutions experience with customer solutions experience in a business to business (B2B) environment
• Bachelor’s degree preferred; not required

Specialized Knowledge/Skills

• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, and Outlook)
• Strong SAP expertise with demonstrated knowledge of order management and customer service processes
• Advanced Salesforce CRM experience, including case management, reporting, and workflow optimization
• Self-motivated with the ability to work independently and make sound decisions in a dynamic environment
• Proven leadership mindset with strong initiative, adaptability, and the ability to lead through ambiguity
• Excellent problem-solving, prioritization, and multitasking skills in a fast‑paced, high‑volume environment
• Experience serving as a Subject Matter Expert (SME) on cross‑functional projects and business initiatives
• Strong organizational, communication, and stakeholder management skills
• Ability to manage multiple priorities and deliver results within tight deadlines
• Customer-focused with a commitment to operational excellence and continuous improvement

Competencies

The successful candidate will show advanced capability in the following competencies:

• Call/E-mail Management
• Next Issue Avoidance
• Professional Communication
• Personality Flexing
• Positive Language
• Issue Diagnosis
• Ability To Create Strong Relationships Through Cross-Functional and Team Collaboration
• Demonstrated Time Management and Prioritization Capabilities

WHERE YOU'LL WORK

This is a hybrid role that require 3 days in office.

Univar Solutions is a leading, global distributor of chemicals and ingredients essential to the safety, health, and wellbeing of our daily lives from life‑saving medicines and vitamins to hand sanitizers and industrial materials used for cleaning, construction, and more. Our global team of more than 9,500 employees support our vision to redefine distribution and be the most valued chemical and ingredient distributor on the planet!

We offer a Total Rewards package that includes market aligned pay and incentives as well as a diverse benefits offering to support our employees’ physical, emotional, and financial wellbeing.

Univar Solutions supports sustainable solutions for the world around us so that we can do our part to help keep our communities healthy, fed, clean, and safe!

We are committed to a diverse workforce and a culture of inclusion.

Univar Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you require a reasonable accommodation due to a disability during the hiring process, please contact us at [e-mail].