Supervisor, Customer Service

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.

Drive internal and external customer satisfaction.

Monitoring and investigating customer complaints and implementing corrective action.

Ensures foreign trade and other regulatory controls are in place for accepting and executing orders.

Ensure compliance of department to safety targets, ISO and Sarbanes Oxley.

Meet productivity and quality metrics for delivery at expected cost for the service level chose by the businesses.

Develop and document procedures.

Develops and trains personnel to improve performance and job satisfaction.

Effectively manage day-to-day emergencies/issues.

Drive past due performance together with AR and Sales.

Maintains and ensures key internal relationships.

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.

Ensure team adheres to company business rules and processes.

Understand the company’s products and services and be updated about processes and trends.

Monitor scorecards with metrics for customer service.

Meet/exceed monthly KPI metrics and objectives for the team.

Qualifications:

MA/BA degree.

Leadership experience .

Experience in Customer Service or related field (>4 years).

Fluent English & Spanish. TOEFL B2 or higher.

MS-Office skills proficient.

SAP/Salesforce knowledge is an advantage.

Positive, pro-active personality.

Customer focused mindset.

Good interpersonal and leadership skills.

Strong problem solving and analytical skills.

Effective Time Management.

Ability to build relationships.

Ability to work in a global fast paced and complex environment.

Being flexible and adaptable to change.

Able to cope with stress (stress resistant).

Responsibility and engagement.

Critical Thinking and Problem-Solving Skills.

Good communication skills - verbal, written, and listening.

Positive, Empathetic, and Friendly attitude.