Quaker Houghton
Customer Service Supervisor
role at
Quaker Houghton
About Us: Quaker Houghton is a global company that develops, produces and applies industrial process fluids, lubricants and coatings for the manufacturing industry. We have a global presence with corporate headquarters in Conshohocken, PA. We offer competitive compensation and benefit programs.
Position Summary Manage Customer Service Representatives within Quaker Houghton guidelines and government regulations. Provide leadership to the Customer Service Group to ensure customer needs are met per agreed service requirements with a strong focus on cost efficiency and consistently high customer satisfaction. Maintain ongoing positive relationships with internal and external customers. Coordinate and autonomously handle all (administrative) sales support activities within the Customer Service Group to realize and secure optimal sales and customer support.
Job Responsibilities
Cooperate, collaborate and communicate daily with customers, internal departments and affiliates. Establish a cadence with key stakeholders to review customer experience, expectations and ongoing issues with associates at all levels.
Lead in the development of people in the department through appraisals, goal setting and motivation, creating and maintaining a strong team environment.
Manage the preparation of all required documents to customers by gathering information from involved associates across departments.
Prepare reports and perform analysis on KPIs and management requests, and take actions to improve KPI performance.
Work with the Customer Service Manager on mid- and yearly performance evaluations for department personnel. Set goals and objectives for the team and provide performance coaching and improvement plans.
Ensure the CSG team communicates effectively and informs local Supply Chain on all details to enable on-time planning, production and customer delivery. Discuss and define production and delivery options with internal departments and provide customers and sales with information about orders, shipment and delivery dates.
Ensure compliance with the execution of commercial SLAs, contracts or other agreements.
Identify, manage and implement ongoing improvement processes and cost-saving opportunities within the CSG environment and the wider business where possible.
Enforce and adhere to SOX compliance requirements and pass internal and external audits, including monitoring, archiving and ensuring correct Delegation of Authority (DoA) for each process.
Support audits (internal and external) according to the latest Customer Service Group Matrix.
Other duties as assigned.
Education, Experience and Skills
Bachelor's Degree or equivalent plus 5+ years of experience in a comparable role.
Proficient in MS Office tools.
JD Edwards experience preferred.
Strong organizational and communication skills.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Chemical Manufacturing
We encourage referrals as they can increase your chances of interviewing. Get notified about new Customer Service Supervisor jobs in Pennsylvania, United States.
#J-18808-Ljbffr
role at
Quaker Houghton
About Us: Quaker Houghton is a global company that develops, produces and applies industrial process fluids, lubricants and coatings for the manufacturing industry. We have a global presence with corporate headquarters in Conshohocken, PA. We offer competitive compensation and benefit programs.
Position Summary Manage Customer Service Representatives within Quaker Houghton guidelines and government regulations. Provide leadership to the Customer Service Group to ensure customer needs are met per agreed service requirements with a strong focus on cost efficiency and consistently high customer satisfaction. Maintain ongoing positive relationships with internal and external customers. Coordinate and autonomously handle all (administrative) sales support activities within the Customer Service Group to realize and secure optimal sales and customer support.
Job Responsibilities
Cooperate, collaborate and communicate daily with customers, internal departments and affiliates. Establish a cadence with key stakeholders to review customer experience, expectations and ongoing issues with associates at all levels.
Lead in the development of people in the department through appraisals, goal setting and motivation, creating and maintaining a strong team environment.
Manage the preparation of all required documents to customers by gathering information from involved associates across departments.
Prepare reports and perform analysis on KPIs and management requests, and take actions to improve KPI performance.
Work with the Customer Service Manager on mid- and yearly performance evaluations for department personnel. Set goals and objectives for the team and provide performance coaching and improvement plans.
Ensure the CSG team communicates effectively and informs local Supply Chain on all details to enable on-time planning, production and customer delivery. Discuss and define production and delivery options with internal departments and provide customers and sales with information about orders, shipment and delivery dates.
Ensure compliance with the execution of commercial SLAs, contracts or other agreements.
Identify, manage and implement ongoing improvement processes and cost-saving opportunities within the CSG environment and the wider business where possible.
Enforce and adhere to SOX compliance requirements and pass internal and external audits, including monitoring, archiving and ensuring correct Delegation of Authority (DoA) for each process.
Support audits (internal and external) according to the latest Customer Service Group Matrix.
Other duties as assigned.
Education, Experience and Skills
Bachelor's Degree or equivalent plus 5+ years of experience in a comparable role.
Proficient in MS Office tools.
JD Edwards experience preferred.
Strong organizational and communication skills.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Chemical Manufacturing
We encourage referrals as they can increase your chances of interviewing. Get notified about new Customer Service Supervisor jobs in Pennsylvania, United States.
#J-18808-Ljbffr