Title:  Supv Customer Solutions - Webster, TX

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. 

The Customer Solutions Supervisor will lead and manage a team of Customer Solutions Representatives who own the order-to-cash process for a set of dedicated customer accounts in a business to business (B2B) environment. This is a highly interactive position, responsible for the coaching, training, motivating, supporting, and career development of their team to provide the elite customer and employee experience. The Customer Solutions Supervisor will maintain and demonstrate substantial professional business partnerships with customers, sales teams, and the internal supply chain. The Customer Solutions Supervisor works in coordination with their Customer Solutions Manager and/or their direct supervisor to ensure long term business growth and profitability.  A Customer Solutions Supervisor will be expected to make decisions on behalf of the company in alignment with our financial objectives and will thrive to be or is an expert in all of Univar Solution’s competencies. All of these activities are to be managed in accordance with the company's goals of safety, compliance, and code of conduct.

Deliverables:

Supervisor Ownership 

• Actively supervises team, which includes interviewing, onboarding, coaching, and reviewing performance in addition to day-to-day monitoring of team performance.   
• Will work closely with various departments within Univar Solutions, including but not limited to, sales, operations, purchasing, and credit to resolve escalated order issues and delays.    
• Monthly and daily review of sales order counts, inbound and outbound calls, and re-distributes work as necessary all to optimize work balance and productivity.   
• Creates, monitors, and reports metrics for the Customer Solutions team to drive success and align with company goals. 
• Measures work through standard work audits, call scoring, side by side coaching, scorecard review, and annual performance management process.  Addresses performance gaps through coaching, corrective management, and performance improvement plans when necessary.  
• Contributes expertise to improve systems and tools and participates in SAP testing. 
• Manages special reports asked of the business.  
• Represents and participates on behalf of Customer Solutions in district meetings and internal departmental meetings as appropriate.  May be required to present information specific to Customer Solutions activity, process improvement activity, and additional areas of support. 
• Plays an important role, leading and motivating the CS team through team meetings and one on one interaction. 
• May serve as project leader for process improvement projects.  
• Provides solution alternatives to Customer Solutions Representatives as needed. 
• This position allows for direct decision making as determined by direct manager.  Decisions should be aligned with overall Univar Solutions strategies/objectives versus direct impact on his/her immediate area of responsibility. 
• Participates in Customer Solutions Leadership training 
• Travels as required. 

Issue Resolution  

• Leads and guides Customer Solutions Representatives through urgent issue escalation and resolution to ensure customer satisfaction in alignment with Univar Solutions’ business objectives.  
• Works as a liaison with various departments within Univar Solutions to resolve customer order and/or system issues. 
• Able to provide root cause analysis during the customer non-conformance resolution process to help prevent future occurrences of any and all issues.   
• Communicates customer feedback including any signs of dissatisfaction to management and account relevant business partners. 
• Exhibits managerial courage and creativity during team and interdepartmental conflict management. 

Education/Experience/Training/ Certifications – Required

• Minimum of associate degree or equivalent experience required 
• 5+ years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history in customer service and customer support transformation preferred  
• Proficiency with the MS Office package required 
• Excellent SAP skills 
• Expert coaching, team building, and motivational skills 
• Excellent communication and active listening skills 
• Proven customer service and relationship building skills 
• Strong organizational, time management, and analytical skills 
• Ability to work independently as well as assist team members in processing more complex issues 
• Collaborative and approachable, open to new ideas, self-driven, committed to success, and eager to lead when no clear direction is given 
• Must be able to demonstrate abilities to prioritize, problem-solve, delegate, and multi-task in a fast paced, high pressure environment 
• Knowledge of Univar Solutions business, products, services, and the industries we serve 

Competencies:

• Product Knowledge 
• Issue Diagnosis 
• Call/E-mail Management 
• Next Issue Avoidance 
• Professional Communication 
• Personality Flexing 
• Positive Language 
• Advocacy 
• Alternative positioning 

Where you will work:

• Webster, TX (Hybrid Work Schedule)

Pay & Benefits:

• The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location 
• Available employee benefits include health, vision, dental coverage, along with industry-leading retirement and time off programs; union benefits vary in accordance with the respective CBA  

What You Can Expect:   

• Strong work/life flexibility 
• To be surrounded by an inclusive team who is collaborative and committed to the achievement of the company 
• To be rewarded for your contributions with a targeted annual company bonus (if applicable to your role) and annual salary reviews
• Competitive pay and benefits 

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.  Together, we are building a culture that acknowledges the unique experiences, perspectives and expertise of individuals and provides the development and growth opportunities to empower us to redefine our industry. 

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.

Univar Solutions does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms (collectively Recruiting Firms). Recruiting Firms must enter into a Master Services Agreement (MSA) with Univar Solutions prior to submitting any information relating to a potential candidate. All searches must be initiated by Univar Solutions' Talent Acquisition team and candidates must be submitted via Applicant Tracking System (ATS) by approved vendors who have been expressly requested to make a submission for a specific job opening. No placement fees will be paid to any firm unless the aforementioned conditions have been met. Contacting our hiring managers directly is prohibited.