Leader Customer Service Functional Excellence

Position Summary: The Nylon Solutions Customer Experience Leader is accountable for the strategic leadership of a highly visible customer experience specialist team. This leader must have excellent interpersonal skills and the ability to build a team that works well together and provides superior service. They will drive the function to achieve individual, team, and business metrics.  Duties and Responsibilities: Account Management: Manage the order to cash process and engage with supply chain and commercial team members to deliver an exceptional customer experience Receive, process and expedite customer orders: order entry, scheduling of deliveries, customer service and sales support activities Assist Account Managers with customer updates, debits, credits, sample requests and new account set-up Process and distribute daily reports essential to on time delivery and invoicing Strategic Initiatives and Team Development/ Leadership: Develop and own Customer Experience strategy and objectives, continuous improvement, SOX management, pricing accuracy, overall order management processes and reporting Accomplish Customer Experience objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Improve customer service process efficiency and effectiveness by establishing and communicating data driven KPI’s & service metrics; benchmarking industry standards; monitoring and analyzing results; and implementing changes to drive performance and results Partner with the business in development and implementation of effective procedures and systems throughout the supply chain, logistics, and customer experience processes to effectively meet or exceed customer expectations and provide for efficiency and accuracy in all customer-related processes Proactively and efficiently escalate critical business issues to teams and facilitate problem identification, alternatives and decision-making process with the stakeholders Determine/ reassess Customer Experience requirements by maintaining contact with customers and sales; visiting operational environments; conducting surveys; benchmarking best practices; analyzing information and applications Enhance the customer experience by working with partners across the organization to continually improve the tools and process   Basic Qualifications: Bachelor’s degree or related experience 7+ years of experience in customer service in a fast-paced industrial manufacturing environment 3+ years of experience leading a customer service team Proficiency in SAP Proficiency in Microsoft Office Suite including Microsoft Word (creating, saving, formatting documents), Microsoft Excel (ability to create, copy, edit, send, navigate using tabs, and save spreadsheets), Microsoft Outlook (ability to open and send emails, categorize emails, and use of calendar), and Microsoft PowerPoint (ability to create, editing, and formatting presentations)   Additional Qualifications: Excellent verbal and written communication skills Strong attention to detail and ability to manage multiple and competing priorities Persistent, resilient, persuasive, and able to tackle situations head-on Ability to quickly learn and master a wide array of new concepts, products, and services Excellent efficiency and organizational skills Experience in materials / chemicals manufacturing is preferred Ability to travel up to 10%   The salary range for this role is $130,700 to $196,100 annually.