Customer Service Manager

WHY DO WE NEED YOU ?

Reporting to the Director of Supply Chain who reports to the General Manager of the Siding business, the SPG Customer Service Manager leads a team of Supervisors, Leads and Customer Account Specialists to ensure world-class service levels to our Siding customers. This position leads a customer service staff of over 20 employees in Malvern, PA. As a member of the Supply Chain team, you understand and utilizes all logistics systems and processes to effectively develop and deliver service programs to meet the complex needs of all distribution channels (2-step, 1-step, retail, contractor, lumber yard, customer direct). This position is responsible for Customer Service for all Lines of Business (CT Vinyl, Wolverine, Stone, MW, CI, NDX, CT Metal, Rise) manufactured by the 9 plants of the Siding Product Group network. The Customer Service Manager needs to understand our customer base and proactively identify customer needs as an input to the design of service policies and technological improvements. The position is responsible to develop and implement service programs and policies by partnering with all levels and functions within the business groups, primarily the rest of the Supply Chain team (Planning and Transportation), Sales, Product Management and Plant Operations. The Manager has broad latitude in recommending, developing, and implementing operational and technology innovations to continuously improve customer and employee satisfaction levels. The Manager also needs to have a heavy focus on workplace culture design – developing and executing employee engagement strategies to achieve high engagement, retention and performance levels.

IS THIS JOB FOR YOU ?

Team Leadership / Talent Development

Leads, coaches and develops the customer service team. Leads strategic and tactical planning discussions and meetings as they relate to customer service; sets goals and objectives for the group; including team performance and customer service operations responsiveness and flexibility. Creates and implements Learning Path to ensure the team(s) are performing at a proficient level and exceeding performance levels through individual professional development and coaching. Understands the complexities and nuances of all SPG product lines, plant operations and distribution channels, developing and executing training for the customer service team(s).

Customer Service Operations Management and Continuous Improvement:

Proven track record of understanding and maximizing the use of technology solutions - researching, recommending and implementing changes to improve overall performance. Accountable to achieving business metrics specific to the customer service area. This may include leading the discussions with key customer contacts to implement the use of technologies that can benefit the Customer Service function such as EDI ordering, Artificial Intelligence or Customer Portals. Promotes the use of new or unused system functionalities (SAP, phone systems, innovative tools and functionalities etc.) to increase the productivity of the team. Is the lead point of contact for IT when implementing systems solutions and improvements to customer facing applications. Drives team focus approach to root cause analysis and continuous improvement within customer service team. Is responsible for the development and seamless execution of the disaster recovery and business continuity program for customer service. The manager has financial responsibility for customer service budget and planning.

Service Leadership and Problem Resolution:

Analyzes business trends to determine proactive programs to prevent problems and monitors customer service issues to design preventive solutions for recurring issues. Build flexible solutions when faced with unique / new business issues to provide customers with unparalleled service. Leads the development of the Service Advantage policies for all Lines of Business in collaboration with the rest of the Supply Chain team (Planning and Transportation), Sales, Product Management and Plant Operations. Trains service team and sales on the effective execution of the Service Advantage policies for the business. Ensures all internal and external customer issues are resolved in a professional and timely manner. Partners with customers, sales, logistics and operations to achieve high closure and customer satisfaction rates. Build and foster relationship with the Sales team to collective provide our customers with a level of service that exceeds their expectations.

Performance Measurement, Improvement and Reporting

Provides timely reporting on the performance of the Customer Service team by using tools such as best in class dashboards and metrics powered by Power BI or other business intelligence tools. Examples of relevant data reporting includes order volumes, order entry accuracy, backorder tracking or shipping slots utilization.

TO MAKE SURE NOTHING IS FORGOTTEN

• Bachelors’ Degree (or equivalent business experience) required
• Minimum 7-10 years of Customer Service Management experience required
• Minimum 5-10 years of people management experience preferred
• Minimum 5-10 years of people management experience
• Demonstrates a passion for service and the ability to lead a team to achieve common goals
• Strong coaching and leadership skills
• Expert level knowledge of customer and employee relationship management
• Understanding of distribution channels
• Work hours are 8-5PM or 8-6PM as needed. Off-hours support via cell phone as needed, occasional weekends.
• Hybrid work environment: work from the office 2-3 days a week as needed for meetings and team presence in coordination with Manager.
• Ability to travel up to 15%
• Demonstrated complex problem-solving skills, ability to resolve conflicts
• Technical aptitude
• Team oriented management style
• Persuasive and able to bring about consensus
• Ability to influence at all levels of the organization, including VP levels and above

LEGAL STATEMENT

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

A LITTLE MORE ABOUT US

At Saint-Gobain, our employees have pride in belonging to an organization whose culture is made up of these core values: Trust, Empowerment, & Collaboration. Our company encourages diversity and inclusion in all its forms while making the world a more beautiful and sustainable home.