Onsite Customer Service Leader: O2C & Support Ops

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

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.