LANXESS

Head Global Customer Service

LANXESS • $153K — $255K *
Fords, NJ 08863In-Person
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Proven leadership experience in global customer service or logistics, specifically within the chemical industry.
  • Bachelor's degree in Supply Chain, Logistics, or a related field; advanced degree preferred.
  • Over 10 years of professional experience in relevant fields.
  • Advanced proficiency in SAP, particularly in the order to cash process.
  • Strong communication, interpersonal, and leadership skills.

Responsibilities

  • Oversee and optimize global customer service operations for efficiency and effectiveness.
  • Develop and implement a global customer service strategy aligned with business objectives.
  • Identify and implement process improvements to enhance customer service experiences.
  • Evaluate and implement technologies to boost operational efficiency in customer service.
  • Build and maintain strong relationships with key customers while addressing escalated issues effectively.
  • Ensure compliance with regulations and quality assurance standards in customer service operations.
  • Recruit, train, and mentor a high-performing global customer service team.

Benefits

  • Opportunity to lead and influence global customer service strategy.
  • Collaboration with cross-functional teams to impact broader business initiatives.
  • Focus on continuous improvement and use of technology in service delivery.
  • A commitment to a customer-centric culture and professional development.
Full Job Description
Job Highlights

  • Global Customer Support Operations Oversee and optimize end-to-end global customer service operations. Implement and enhance customer service processes, ensuring efficiency and effectiveness. Establish key performance indicators (KPIs) and monitor service levels to meet or exceed customer expectations
  • Leadership and Strategy Develop and implement the global customer service strategy aligned with the company's overall business objectives. Provide visionary leadership to the global customer service team, fostering a customer-centric culture. Collaborate with cross-functional teams to integrate customer service initiatives into overall business planning
  • Continuous Improvement Identify opportunities for process improvement and implement best practices to enhance the customer service experience. Analyze data and trends to make informed decisions and drive continuous improvement initiatives. Collaborate with other departments within the BU (sales, marketing, IBP, etc) and other BU's and Group Functions (TTC, PTSE, etc.).
  • Technology and Systems Evaluate and implement customer service technologies and systems to enhance efficiency.
  • Customer Relationship Management Build and maintain strong relationships with key customers, understanding their needs and ensuring their satisfaction. Collaborate with sales and marketing teams to gather customer feedback and insights to improve products and services. Address escalated customer issues promptly and effectively, ensuring resolution and customer retention
  • Compliance and Quality Assurance Ensure that global customer service operations comply with relevant regulations and industry standards. Implement quality assurance programs to maintain high service standards and adherence to company policies.
  • Team Management Recruit, train, and mentor a high-performing global customer service team. Foster a collaborative and inclusive team culture, promoting continuous learning and development. Conduct regular performance reviews and provide constructive feedback to team members.


Experience / Skills

  • Must have proven experience in a leadership role within global customer service, integrated business planning or logistics with a strong understanding of global supply chain dynamics and customer service challenges in the chemical sector.
  • BS degree in Supply Chain, Logistics or related field. Advanced degree preferred.
  • 10+ years professional experience
  • Advanced knowledge of SAP, specfically the order to Cash process.
  • Excellent communication, interpersonal, and leadership skills are critical to success in this role.


Location Fords
Employee Type Regular

About LANXESS

LANXESS is a leading specialty chemicals company with sales of EUR 6.8 billion in 2019 and about 14,300 employees in 33 countries. The company is currently represented at 60+ production sites worldwide. The core business of LANXESS is the development, manufacturing and marketing of chemical intermediates, additives, specialty chemicals and plastics.
Learn more about LANXESS
Size
14,886 employees
Industry
Business Services
NASDAQ
LNXSF
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at LANXESS

More Business Services Jobs

Find similar Head Global Customer Service jobs:

NationwideFords, NJ