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Job ID#: 29765
Customer Service Supervisor – Hybrid
Direct Hire; up to 135K + bonus
Woodlands, TX
**Strong SAP knowledge (SME level preferred)
** Chemical or Oil & Gas Industry highly preferred
Duties:
- Provide daily support and hands-on coaching to Customer Service Team
- Promote a positive and fun work environment; effectively communicate and coordinate internal workflow
- Manage day-to-day activities of 6-8 direct reports
- Improve communication between Sales, Operations, Planning, Logistics, and Finance
- Conduct goal setting, performance reviews, and ongoing feedback to ensure peak performance, and develop action plans for improvement; track and measure team and individual productivity, quality results, and monitor adherence to service levels
- Measure qualitative and quantitative Key Performance Indicators (KPIs) for the department
- Manage month end close activities and track time and attendance
- Resolve escalated customer inquiries including delivery, pricing, billing, documenting complaints, and setting up new accounts
- Provide feedback to management and challenge processes efficiency and customer satisfaction
Qualifications:
- Bachelors in business or related field preferred; equivalent work experience acceptable
- 5+ years’ experience in customer service and 2+ years’ supervisory experience preferred
- Strong SAP knowledge (SME level preferred)
- Strong customer service orientation; excellent problem-solving, troubleshooting, and written and verbal communication skills
- Skills in stakeholder management (dealing with multiple stakeholders at varied levels)
- Commitment to continuous improvement; lead change across a diverse and workforce
- Chemical or Oil & Gas Industry experience (preferred)
- Comfort with ambiguity, frequent change, or unpredictability
- Demonstrated communication, leadership, and collaboration skills
- Ability to translate skills to other employees through training and mentoring
- Strong professional and interpersonal skills
- Continuous improvement process knowledge/mindset
Other Info:
- Position is open as most recent person in this role opted to change industries and left company
- Global organization that is focused on sustainability and recycling; sustainable chemistry
- First interview – Teams; Second Interview – Panel
- Hybrid role – 2 days remote and 3 days in office
