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Title:  ChemCare Customer Service Manager

Location: 

Dublin, OH, US, 43016

Company:  Univar Solutions USA Inc
Requisition ID:  24847

Want to work for a company that is reimagining distribution?  Join Univar Solutions, the premier global distributor of chemicals and ingredients.  Our goal is to function as a direct extension of our customers’ teams; to serve as an ally in their quest of business success. 
 

At Univar Solutions, we’re building on our more than 90 years of experience  and drawing on deep resources – inventory and logistics experts, scientists, PhDs, procurement, customer service, sales and marketers – to deliver consultative services and an unmatched portfolio to solve customers’ formulation and operational challenges.  When you work for Univar Solutions, you’ll play an important role in shaping how we deliver more than chemical and ingredients. 

 

 

Introduction:

We are looking for qualified candidates based in the Columbus, OH / Dublin, OH area. If you have customer service supervisory and/or management experience and you enjoy working in a challenging and fast paced environment, please review the details below!

 

Primary Purpose:

Plans and directs activities of customer service, billing and sales support teams to meet the needs of customers and support company operations. Develops procedures, establishes standards, and administers activities to assure accurate order entry, efficient transportation, timely pickup from customers and billing to customers. Also is responsible for effective response to customer requests, problems, and special needs which can extend to a global client base. Works closely with marketing and sales, logistics, and transportation departments to reduce order cycle times, daily sales outstanding, and improve efficiency while controlling the cost of serving customers.

 

Specific Duties and Responsibilities:

  • Accomplishes team human resource objectives by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising job contributions; recommending compensation actions; adhering to policies and procedures.
  • Provides service for maintaining current information on back orders; advises and informs customer of status; releases and processes orders as merchandise arrives.
  • Meets operational standards by contributing information to strategic plans and reviews; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying system improvements.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Develops and maintains order management plans for key customers.
  • Develops processes to identify customer problems and resolves them expeditiously and efficiently.
  • Provides essential training and onboarding to all members of the customer solutions team regarding basic product knowledge, department sales policies and procedures.
  • Prepares, delivers and tracks ongoing training programs and implementation of continuous improvement plans.
  • Prepares and submits reports as directed.
  • Drives Safety initiatives.

             

Problem Solving:

  • Routine: Provide guidance to ChemCare CSR’s on day to day issues.
  • Difficult: Evaluating performance discrepancies and solution alternatives in CSR’s.

            

             

Supervisory Responsibility:

ChemCare Customer Service Supervisor

ChemCare Customer Service Representatives

             

Specialized Knowledge/Skills:

  • Managerial accountability in hiring, selecting and developing talent.
  • Decision making skills and ability to balance customer needs and company objectives.
  • Strong organizational skills to include: Collaboration, Business Acumen, Process Improvement, Decision Making, Analyzing Information.
  • Knowledge of DOT and RCRA guidelines required.

             

Education/Training

  • Several years of college or equivalent business experience.
  • Must be willing to work under Company policy and capable of independent judgment.
  • 3 to 5 years of prior management experience.
  • Knowledge of sales problems, purchasing, servicing customers, waste disposal methods and processes.
  • Should be familiar with Company sales and personnel policies.
  • Must be able to work with and secure the cooperation of others.

 

Physical Demands/Environmental Conditions:

Office Environment.


Nearest Major Market: Columbus
Nearest Secondary Market: Dublin

Job Segment: Service Manager, Sales Support, Customer Service, Sales