Overview:
Celanese is seeking a Customer Service Supervisor who will be responsible for for leading a team of Customer Service Representatives required to execute perfect order fulfillment within the order to cash process. Order to cash includes order entry, customer service/problem resolution, correction of billing or pricing issues, collections, complaint management and master data maintenance.
Responsibilities:
- Leads the organization in establishing and achieving internal customer service targets.
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Drive internal and external customer satisfaction.
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Monitoring and investigating customer complaints and implementing corrective action.
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Ensures foreign trade and other regulatory controls are in place for accepting and executing orders.
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Ensure compliance of department to safety targets, ISO and Sarbanes Oxley.
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Meet productivity and quality metrics for delivery at expected cost for the service level chose by the businesses.
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Develop and document procedures.
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Develops and trains personnel to improve performance and job satisfaction.
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Effectively manage day-to-day emergencies/issues.
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Drive past due performance together with AR and Sales.
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Maintains and ensures key internal relationships.
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Accountable for driving continuous process improvement to simplify and standardize, reduce non-value added activities and costs, increase productivity and achieve customer service targets.
- Build and maintain relationships with Regional Sales Managers and Regional Business Managers as well as key customers.
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Ensure team adheres to company business rules and processes.
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Understand the company’s products and services and be updated about processes and trends.
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Monitor scorecards with metrics for customer service.
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Meet/exceed monthly KPI metrics and objectives for the team.
Qualifications:
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MA/BA degree.
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Leadership experience .
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Experience in Customer Service or related field (>4 years).
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Fluent English & Spanish. TOEFL B2 or higher.
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MS-Office skills proficient.
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SAP/Salesforce knowledge is an advantage.
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Positive, pro-active personality.
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Customer focused mindset.
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Good interpersonal and leadership skills.
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Strong problem solving and analytical skills.
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Effective Time Management.
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Ability to build relationships.
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Ability to work in a global fast paced and complex environment.
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Being flexible and adaptable to change.
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Able to cope with stress (stress resistant).
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Responsibility and engagement.
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Critical Thinking and Problem-Solving Skills.
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Good communication skills - verbal, written, and listening.
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Positive, Empathetic, and Friendly attitude.
