Position Title:
Sub-Regional Customer Service Manager
Position Summary:
Supports and applies Momentive Strategy & Policies - Supply Chain; Business and Customer Service related.
Acting as the extended arm of the Regional Customer Service Leader,
managing the sub-regional team as directed.
Leads, supports & develops the operational customer service team.
Collaborates and partners with other CS managers within designated Region.
Ensures high performance culture through management, coaching and
development of direct reports;
Contributes to the sub
- regional projects : set -up (strengthen) the organization,
driving improvement of Order to cash business process, driving standardization,
leverage resources, knowledge and skills and monitor Momentive ability to serve to the Regional projects driving transformation, improvement of Order
to cash business process, driving standardization, leverage resources, knowledge and skills and monitor Momentive ability to serve ( Service delivery / Execution)
Leads, supports & develops the operational Inside Sales team.
Contributes to the Regional projects driving transformation, improvement of Inside Sales function becoming real sedentary sales force - supporting the business
**Job Description**:
Tasks/responsibilities:
- Ensure the management, support; development and monitoring of sub Regional Customer Service and Inside Sales Department in respect of all Momentive values, strategy and policies.
- Effective and efficient Order - to-Cash process management to ensure execution at best in class service level.
- Coach; support & develop Team to emphasize their customer focus, skills; planning; logistics and business acumen competencies that will maximize their performance.
- Coordinate integral strategic projects and initiatives at sub-regional level - i.e. roll-out of new technology and / or new processes.
- Act as the referent for the commercial organization within the hub. - Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team and communicate to the main stakeholders.
- Contribute to a positive workplace. Decision Making Authority: - SOX compliance and related policies - Perform annual performance and salary reviews for his / her direct reports
Key Metrics Role is Accountable For: - NPS; People attrition rate; Punctuality
- (OTIF); Transactional Complaints - Debit & Credit Note rate / Billing accuracy
- Response time to Customer / Incomplete orders rate ( distressed order )
Key Relationships: - CS Director, CS Leader, CS Managers, Account Managers, Demand Planners, logistic services and all other SIOP support departments
- Product Stewardship; Global Trade Compliance; Quality, EH&S.;
Travel Requirements - 20 % in the Region / 10 % globally
Additional Details:
Minimum Requirements:
- 10+ years customer service experience/ SIOP/Supply Chain Operations with 3+ years of leadership/management experience.- Bachelor’s degree required- Proficient in Spanish, English & Portuguese- SAP proficiency required
Preferred Requirements:
- Experience in chemical industry ideal.
- Six Sigma or lean experience ideal.
- Momentive cree que una fuerza laboral con diversidad empodera a nuestra gente, fortalece nuestro negocio y contribuye a un mundo sostenible. Nuestro liderazgo reconoce los muchos beneficios que resultan de la diversidad en nuestra fuerza laboral, donde se valoran las diferencias individuales y de grupo. Estamos firmemente comprometidos a mejorar nuestras prácticas de manera significativa para impulsar el progreso hacia un entorno equitativo e inclusivo para todos, con el objetivo final de un entorno de trabajo donde la diversidad, la inclusión y la pertenencia estén profundamente arraigadas en el tejido de nuestra cultura, realmente que sean sentidas por nuestro personas y la comunidad._