Customer Service Manager

Polyone Corporation Avon Lake , OH 44012

Posted 4 months ago

PolyOne Corporation (NYSE: POL), is an award winning workplace because of the value we place on our people and their contributions through recognition programs, competitive pay, community involvement, and opportunities to grow professionally and personally. We have a proven track record of promoting from within by providing professional development opportunities. We are a 3.4 billion-dollar world class global provider of polymer solutions with our materials used in products ranging from the colors on the NFL helmets to the polymers in the dashboard of a Ford Taurus. With more than 7,600 global associates and 80+ facilities around the world, we outperform our competitors with our innovative products and services. If you like to be challenged in a fast-paced, team environment and collaborate with top, innovative talent, then PolyOne is the ideal company for you to build a career.

Job 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 PolyOne'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 Functions:
  • Human Resource responsibility for direct reports: Includes performance evaluations, management of personnel related issues, implementation of performance plans, and coordination of personnel changes, mentoring and coaching.

  • Provide input for budget.

  • Management of several customer accounts.

  • 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 PolyOne 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 labor 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 and other customer support processes.

  • Participate in monthly review with other CSR supervisors.

  • Conduct semi 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.

  • Manage workload of team and alignment with the territory and/or business

  • Support and execute intercompany sales programs and promotions

  • Support pricing/product manager campaigns initiatives relating to order processing

  • Support intercompany pricing as required as indicated by the business

  • Supports as needed on SAP Go Live events

  • Other duties as assigned

Education and Experience

  • Bachelor's Degree required or equivalent work experience
  • 5 years' experience managing direct reports
  • 5 years' experience with product knowledge, order management, customer service leadership and account management
  • 7 years' experience in customer service

Additional Qualifications

  • SAP experience required

  • Esker experience required

  • SalesForce.Com experience required

  • Microsoft suite experience (Outlook, Word, PPT, Excel, etc.) required

  • Time Management skills

  • Experience Training/Mentoring others

  • Analytical skills

  • Attention to detail

We offer a competitive salary, incentive and benefit plan to eligible employees. Benefits include medical, dental, vision, life insurance, disability, spending accounts and 401(k). PolyOne Corporation maintains 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 the state or locality in which a person is employed. #LI-KD1


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Customer Service Manager

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