Manager, Customer Service

The purpose of the Customer Service function is to serve as the face to the customer providing value added services that grow our business. In accordance with Avient's Mission, Vision and customer segmentation guidelines, maintain and grow existing customer base by providing fast, right, cost-efficient and hassle-free customer service. This position will also provide knowledge and ongoing support to Customer Service Representatives by maintaining the "expert user" role for the customer service department. The Customer Service Manager has management responsibility for all customer service personnel, as well as all day to day activities within the Customer Service group.

Essential Duties & Responsibilities

• Human Resource responsibility for direct reports. Includes performance evaluations, management of personnel related issues, implementation of performance plans, coordination of personnel changes, mentoring and coaching. Budget Responsibility.
• Management of all exceptions related to order processing and fulfillment.
• Responsible for setting and achieving goals for the group and its individuals with support from Supply Chain Manager and other functions.
• Responsible to drive continuous improvement for the group, as well as for the order fulfillment process.
• Direct interface with leadership and overall Avient businesses.
• Close working relationship with Planning and Commercial organizations.
• Customer visits to support commercial teams.
• Execution of day to day customer service in the event of a manpower shortage.
• Oversee daily operations of the customer service department.
• Become an "expert user" in SAP Processes.
• Provide Knowledge and support to Customer Service Representatives.
• Certify Customer Service Representatives in their performance of SAP processes.
• Participate in monthly review with other Customer Service Representative supervisors.
• Conduct quarterly and annual reviews to Customer Service Representatives.
• Participate in interviewing and hiring process for new Customer Service Representatives.
• Maintain Customer Service Representatives role for specified area and act as backup for other Customer Service Representatives.
• Schedule and lead training sessions as needed.

Scope

Personnel: Supervises Customer Service Representatives Team, including full personnel responsibility. Budget: over $500,000. Sales Revenue: Territory specific.