Momentive
Chemical Industry
CustomerServiceManager
Neural analysis suggests this role is
optimal for Manager candidates.
“Customer Service Manager at Momentive. Skills: Customer Service Management, Team Leadership, Order to Cash. Manage Customer Service team. Develop Customer Service Representatives”
What You'll Achieve.
Achieve customer satisfaction goals
Industry & Context.
What They're Looking For.
Must Have
Bachelor's degree or equivalent experience, Business acumen, Order to Cash knowledge, SAP experience, Customer-focused leadership experience, Exemplary oral communication, Exemplary written communication, Organization skills, Adaptability to changing priorities, Customer-oriented mindset, Project Management skills, Analytics capability, IT savvy, Leadership ability, Ability to communicate at all levels, Robust soft skills, Emotional Intelligence, Self-awareness, Soft power within organization, Stakeholder management skills
Nice to Have
3+ years Customer Service managerial experience, Chemical industry experience, CI/Six Sigma/Lean experience, Solid Project Management experience
What You'll Do.
Manage Customer Service team
Develop Customer Service Representatives
Monitor team performance
Ensure effective Order to Cash process
Coach Customer Service agents
Manage specific issues
Alert management of business risks
Monitor queues and backlog
Act as referent for commercial organization
Execute business Continuous Improvement
Pilot team performance using KPI dashboard
Communicate team performance to stakeholders
How You'll Work.
Team & Collaboration
Referent for commercial organization; Communicate to stakeholders
Communication Scope
Oral communication; Written communication
Process & Methodology
Project Management skills
Full Job Description
# **Job Title:** # Customer Service Manager # **Summary:** In this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals. Please note that this role requires on-site presence five days per week, Monday through Friday. # **Responsibilities Include:** * Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies; * Ensure an effective and efficient Order to Cash process to maximize efficiency and service level; * Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication; * Manage specific issues and alert the management of the associated business risks; * Monitor queues and backlog ( distressed orders/holds/open Customer Claims) * Act as the referent for the commercial organization: account Managers positions; * Execute business Continuous Improvement plans; * Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate to the main stakeholders. * Other duties as assigned # **Qualifications:** **The following are _required_ for the role** * Bachelor's degree, or equivalent experience * **Functional** : Strong business acumen with deep knowledge of the Order to Cash process; advanced SAP expertise; a customer-focused mindset; and leadership experience in customer service or a related industry role. * **Technical:** Must possess exemplary oral and written communication skills; Must have strong organization skills and be detail-oriented with the ability to adapt to changing priorities with a customer-oriented mindset—Project Management skills, strong analytics capability, an
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