Customer Service Manager

ABOUT AVIENT:

Avient Corporation provides specialized and sustainable material solutions that transform customer challenges into opportunities, bringing new products to life for a better world.

Examples include:

• Dyneema, the world's strongest fiber, enables unmatched levels of performance and protection for end-use applications, including ballistic personal protection, marine and sustainable infrastructure and outdoor sports

• Unique technologies that improve the recyclability of products and enable recycled content to be incorporated, thus advancing a more circular economy

• Light-weighting solutions that replace heavier traditional materials like metal, glass and wood, which can improve fuel efficiency in all modes of transportation and reduce carbon footprint

• Sustainable infrastructure solutions that increase energy efficiency, renewable energy, natural resource conservation and fiber optic / 5G network accessibility

Avient employs approximately 10,000 associates and is certified ACC Responsible Care, a founding member of the Alliance to End Plastic Waste and certified Great Place to Work. For more information, visit www.avient.com.

WHY AVIENT:

Avient Corporation is a world-class sustainable organization built on innovation, collaboration, and employee development. We are committed to providing a supportive and dynamic work environment where our diverse associates can grow and succeed, as well as positively impacting our planet and the communities we serve. Our Great Place to Work culture, values, and benefits make Avient an employer of choice for top talent.

We believe diversity of ideas and backgrounds gives us the creativity to be successful in a rapidly changing world. In support of this, we stress equality of opportunity for all qualified individuals in accordance with applicable laws. Decisions on hiring, promotion, development, compensation, or advancement are based solely on a person's qualifications, abilities, experience, and performance.

Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran's status, or other legally protected classification in accordance with applicable federal, state, and local law.

General Summary:

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 CSRs 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 and 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 CSRs.

• Certify CSRs in their performance of SAP processes.

• Participate in monthly review with other CSR supervisors.

• Conduct quarterly and annual reviews to CSRs.

• Participate in interviewing and hiring process for new CSRs.

• Maintain CSR role for specified area and act as backup for other CSRs.

• Schedule and lead training sessions as needed.

Scope:

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

Competencies:

Personal Skills

• Stress Management

Personal Skills

• Attention to Detail

Personal Skills

• Self Motivated

Personal Skills

• Training/Mentoring Others

Personal Skills

• Analytical Skills

Personal Skills

• Time/Priority Management

Software Skills

• Microsoft Outlook

Software Skills

• Microsoft Word

Software Skills

• Microsoft Excel

Personal Skills

• Ability to Multitask

Personal Skills

• Work Independently

Personal Skills

• Work on a Team

Leader of Others

• Drives Engagement

Leader of Others

• Courage

Leader of Others

• Values Differences

Leader of Others

• Ensures Accountability

Leader of Others

• Develops Talent

Leader of Others

• Organizational Savvy

Education and Experience:

Bachelors Degree or Equivalent Experience

Sales & Customer Service

• Customer Service Leadership

Sales & Customer Service

• Order Management

Sales & Customer Service

• Customer Service

Sales & Customer Service

• Account Management

Cross Functional

• Managing Direct Reports

Sales & Customer Service

• Product Knowledge

Environmental, Health, Safety, & Security (EH&S) Requirements:

• Avient integrates EHS&S into all aspects of our operations. Each position at Avient is responsible for complying with all applicable EHS&S requirements. Additionally, employees and management are responsible for reporting all EHS&S incidents immediately to ensure we keep EHS&S a priority within the organization.

• Security includes physical security and cyber security.

Avient Corporation is a drug free workplace. Avient is an equal opportunity employer. We maintain a policy of non-discrimination in providing equal employment to all qualified employees and candidates regardless of race, sex, sexual orientation, gender identity, age, color, religion, national origin, disability, genetic information, protected veteran's status, or other legally protected classification in accordance with applicable federal, state and local law. #LI-CB1, #LI-Hybrid