Customer Service Supervisor (2 Openings)
Akzo Nobel

Job Info

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AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.

Job Purpose

Supports and assures the Customer Service Team's highly professional interactions with customers associated with their order processing, complaint registration, general management and information requirements.

Key Accountabilities

• Manage the Customer Service Representatives for your region of responsibility
• Ensures a job profile is in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions
• Strengthens the talent pipeline by developing talent and regularly assesses and discusses talent and internal movement. Continuously monitors and evaluates retention risk
• Stimulates, manages and follows through on employee engagement and builds on the workforce to reflect the societies and markets in which we do business
• Creates an open environment in the team where all people can perform at their best and stimulates the development of others and ensures an engaged team
• Ensures reporting line is fully informed and acts in line with HSE and Compliance regulations
• Reports on progress on a continuous base
• Review Billing Due Lists / Invoice errors for resolution on a weekly basis (and prior to month end)
• Guides and assists the Customer Service Representatives with daily needs related to all aspects of the Customer Service Representative workspace
• Supports training needs of the Customer Service Representatives
• Supports continuous improvements in the Customer Service area looking for new and better ways of working
• Along with the Customer Service Manager, keep training documents / job aids up-to-date
• Ability to provide backup for Customer Service Representatives in your region of responsibility
• Manages some customers directly with daily needs including but not limited to maintenance and entry of orders into SAP, billing and collection issues, complaint resolution (RGA/Credits), email communication, sample and panel requests, and shipment tracking
  

Level of Autonomy

• Selection, hiring and performance management of employees
• Complaint management review / approvals
• RGA/Credit release after the appropriate approvals are in place
• Expedited freight approvals - approval limit to be determined based upon business conditions
  

Education and Experience

• Bachelor of Science in Business Management or related field. 5 years supervisory experience will be considered in lieu of degree
• 5 years' experience in commercial roles, sales, or customer service in the paints and coatings industry or related business-to-business environment. Must possess commercial and business acumen with a basic understanding of financial concepts related to sales and customer services
• Solid understanding of Planning, Production and Logistics functions
• Strong customer service, communication, and presentation skills
• Effective organization skills with the ability to handle multiple priorities. Must be able to pay attention to detail, focus on accuracy, and provide follow up.
• Ability to manage projects, create value propositions, and drive results
• Must be an effective problem solver with effective decision making and conflict management skills
• Proficiency with Microsoft Office. Experience with an Enterprise Resource Planning system required (SAP Preferred)

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AkzoNobel is an equal opportunity employer. In accordance with applicable laws, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law.

Requisition ID: 14281

Nearest Major Market: Reading PA

This job has expired.