Customer Service Leader - Wauwatosa, WI Job at Arkema Inc in Wauwatosa, Wisconsin

Job Description:

About Bostik, an Arkema company
Bostik is a leading global adhesive specialist in construction, consumer and industrial markets. For more than a century, it has been developing innovative adhesive solutions that are smarter and more adaptive to the forces that shape daily lives. From cradle to grave, from home to office, Bostik's smart adhesives can be found everywhere. With annual sales of 2 billion, the company employees 6,000 people and has a presence in more than 50 countries.
The Customer Service Manager heads up all aspects of customer service activities for Bostik, Inc. and is a member of the Americas Supply Chain Leadership Team. The position reports to the Director of Supply Chain Management. The role is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of customer service and the strategic development of operational requirements, process, and technology, to deliver key service outcomes for customers.

Job dimensions (scope of work, role, responsibility)
- Management of Customer Service Team, supporting all Bostik business units.
- Responsible for order management process and system, customer data and documentation, customer complaint process, policies and procedures, hiring and training, employee performance continuous improvement, and staff career development.
- Define and drive a clear mission and strategy for customer excellence.
- Drive our customer experience across the full customer journey. Know where there are bottlenecks and breakpoints, where things do and don't scale. Project manage our plan for continuous improvement and facilitate cross-functional collaboration to implement change.
- Be the internal voice of the customer. Develop a structured process to capture and synthesize customer feedback and regularly communicate those insights back to the entire organization
- Define how we'll track and measure our experience. Set tangible, actionable KPIs across customer satisfaction, speed, quality, and our own team's capacity. Ensure these KPIs directly ladder into our larger business objectives. Architect the processes, systems, and protocols we need to ensure operational excellence. Improve and evolve them constantly.
- Lead our customer service practice.
- Customer advocate role to identify and meet customer requirements through collaboration with customers and Bostik internal stakeholders.
- Champion the use of technology and best practices in the industrial and consumer channels to enhance customer experience and streamline order-to-cash.
- Develop the team needed to achieve the goals. Recruit, hire, and mentor people that will grow and strengthen a customer centric culture.

Activities
- Practice safe work habits in accordance with OSHA and EPA guidelines, and Bostik specific EHS expectations.
- Actively engage with Regional BU and Regional & Functional Functional Leaders to align on Customer Experience Expectations and key improvement initiative definition, value to Customers & Bostik, prioritization, implementation planning and expectation for Bostik, Inc aligned with Global Bostik.
- Develop and maintain a 3 year Customer Experience Strategic Roadmap and annual operating plan
- Manage supervisors of USA Customer Service Teams in line with established policies and procedures. Support team members in the planning and execution of order fulfilment activities.
- Control expenses to meet assigned cost center budget. Conduct performance reviews and provide development opportunities in support of Bench Strength Development. Prepare training plans, train and coach new/existing personnel. Support training of Bostik employees globally as required in Customer Service procedures and systems.
- Monitor workflow and assist with development of schedules, organizational structure and equipment needs to support teamwork.
- Coordinate product return or recall. Develop and support improvement plans to raise customer satisfaction ratings including but not limited to Customer Satisfaction Index and Net Promoter Score.
- Establish dashboard of SMART metrics and apprise management of the following but not limited to: (staff productivity, effectiveness of sleeping inventory sales, customer OTS, fill rate, customer complaint response time, order accuracy and cycle time). Develop and implement process, procedures, and systems to improve.
- Define and Monitor effectiveness of customer moments of truth. Initiate and lead continuous improvements of customer experience utilizing six sigma and process excellence principles and tools.
- Oversee and support the team to: (1) deliver effective and timely execution of order processing, response to customer inquiries, and resolution of service requests; (2) coordinate the compilation of customer requested documentation and survey by collaborating with subject matter experts in various functions; (3) liaison with MDM to design and maintain appropriate customer master data files within the ERP, and integration with relational databases (i.e., CRM, QSI, Master Data Hub, etc.); (4) ensure accuracy of customer master data to enable on-time delivery and customer satisfaction while supporting Bostik, Inc. financial reporting needs.
- Initiate and maintain customer projects/programs (i.e., customer supplier portals, new product launch, EDI, VMI, consignment, acquisition integrations, etc.). Lead the development and implementation of innovative practices in both industrial and consumer channels to improve customer experience and internal resource efficiency.
- Actively contribute to the Sales and Operation Planning process. Participate in the planning and execution of initiatives of the Americas Supply Chain Leadership team. Insure alignment with business strategy and priority.
- Complete Pure Safety training in a timely manner and insure the same of all team members. Perform additional duties as assigned by management.

Context and environment
- A fast paced, high-pressure environment where accuracy and responsiveness are essential. Simultaneous competing priorities require effective and efficient work methods to succeed.
- Cross-functional, matrix organization that values ability to adapt individual work style to leverage diverse cultures, aptitudes, and methods of operating, while maintaining a personal commitment to safety.
- High performance collaboration, both 1:1 and project team environment, where timely follow through with stakeholders and meeting personal commitments are important to obtain optimum result.
- Regular, active engagement (discussions, meetings, presentations, etc.) with Executive BU and Functional Leaders (Regional and Global)
- Heavy use of computer software, both PC based and enterprise system, combined with frequent interpersonal communication.

Accountabilities
- Excellent service to customers through timely, accurate and seamless end-to-end movement of information and goods to meet customer requirements.
- Mission, objectives and initiatives set for the USA Customer Service Teams.
- Customer advocacy for the Americas Supply Chain Team and all three Business Units.
- Development of the customer centric talent pipeline to staff positions across the company and to serve as resource to customers and the business overall.

Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of