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The DuPont Customer Service (CS) Organization is actively seeking a dynamic Global Customer Service Support Manager to lead a team of skilled Customer Service Specialists. This role is integral to our Customer Service team, which supports all business lines with a keen emphasis on understanding customer needs, demonstrating business acumen, exhibiting technical proficiency, and managing order-to-cash (OTC) processes. The primary responsibility of this position is to drive operational efficiency, support business growth, and implement the global customer service strategy. You will play a fundamental role in enhancing the customer experience while driving productivity and maximizing the team's overall contributions. Furthermore, you will advocate for the professional development of team members, ensuring they acquire the necessary skills to excel in their roles. This role will collaborate extensively with Customer Service and other supporting Functions within the organization.
Responsibilities
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Lead and manage all leverage operations activities within the team, ensuring required support for Customer Service functions.
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Drive operational excellence by standardizing processes, implementing best practices and driving automation to enhance efficiency.
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Establish team objectives in line with Customer Service, Business and Company goals and accountable for the associated team results.
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Manage the daily operations of the team to ensure efficiency and productivity within the team.
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Monitor, allocate and adjust workload across the team on an ongoing basis.
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Coach, manage and nurture the development of leveraged operations professionals, partnering with the Global Learning & Development Leader to identify and track ongoing training needs.
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Understand, monitor and analyze operational metrics as they relate to the team, identifying performance gaps and process deviations for targeted improvement.
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Take proactive measures to drive enhancements, especially when targets are not met, and consistently seek opportunities to streamline workflows, increase productivity, and add value to the team through improvement projects and mentorship.
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Collaborate with Customer Service teams and Line of Business (LOB) to identify issues and bottlenecks within LOB processes, and to understand LOB initiatives, customer and market changes. Translate, share and apply these to OTC transactions, decisions, policies and practices supported by the team.
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Build working relationships with other functions including Commercial, Finance, Logistics, as necessary.
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Maintain full compliance of SOX and internal controls, taking responsibility for ensuring all team activities and documentation adhere to SOX requirements and internal control standards.
Requirements:
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Bachelor’s degree is required
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At least 5 years’ experience in a Customer Service or related role
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Experience in managing or coaching employees and leading projects
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Good interpersonal & communication skills
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Continuous improvement orientation; good analytical & problem-solving skills
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Proficient in operating systems and working knowledge in SAP, Sales Force, and SharePoint. Experience in Sales Force Service Cloud is a plus.
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DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.
DuPont offers a comprehensive pay and benefits package.
