Customer Service Supervisor

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

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