Responsible for managing a multi-functional customer service and sales ops team for North America that supports sales execution across our three Lines of Business (Aramids, Tyvek and Corian Design).
Manages a customer service and sales operations group.
Responsible for setting and meeting specific departmental objectives and goals.
Accountable for order processing, internal and external customer relations, and maintaining daily operations of the department.
Understand the S&C mission and deploy strategies focused towards that mission
Support the development of service procedures, policies, and standards
Recruit, mentor and develop CS & Sales Ops representatives and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry's developments and apply best practices to areas of improvement
Control resources and utilize assets to achieve qualitative and quantitative targets
Maintain an orderly workflow according towards the priorities set
Accountabilities and Performance Measures
Understands our customers' needs, values and importance to the business and use that knowledge to shape our interactions
Seek and use feedback to resolve customer concerns and drive continuous improvement of our offerings and services
Empowered to proactively make decisions, act and resolve customer problems quickly and efficiently
Play to win and find ways to deliver service that outperforms competition and keeps our customers coming back
Handle customer complaints or any major incidents, ensure Sox & Data privacy compliance
Analyze statistics or other data to determine the level of customer service our organization is providing
Work with the S&C organization to improve the customer service experience, create engaged customers, and facilitate organic growth
Problem Solving / Judgement Skills
Learning agility, Intellectual Curiosity & Emotional Intelligence
Focused, versatile, dependable, multi-task oriented, flexible, positive
Able to approach challenging situations with a balanced perspective
Skilled at evaluating options and generating solutions using fact-based problem solving
Well-developed skills in prioritizing, organization, decision-making, and time management
Accelerates innovation by challenging the status quo and encouraging others to test promising ideas and take risks with new approaches
Customer Experience orientation demonstrated proficiency in a sales/customer-facing role
Confident, articulate, and excellent written and oral communication skills
Strong interpersonal skills resulting in exceptional rapport with people; proven success in initiating, promoting and maintaining strong interpersonal relations
Able to deal courteously, professionally, and tactfully in a variety of circumstances with both internal and external customers
Management / Leadership Skills
Ability to think strategically and to lead in a dynamic environment
Excellent personal motivation with a proven ability to build and work collaboratively in a strong team concept environment, and independently
Strongly committed to team-building and staff development; takes pride in nurturing talent through ongoing candid feedback on performance and development needs
Can motivate many kinds of direct reports and makes everyone feel his/her work is important
Bachelor degree required
Customer facing experience in a business-to-business (B2B) environment
Understand end-to-end processes and policies to support Sales-to-Cash
Demonstrated proficiency managing analytically rigorous initiatives
At least 3 years of people leadership experience preferred
DowDuPont (NYSE: DWDP) is a holding company comprised of The Dow Chemical Company and DuPont with the intent to form strong, independent, publicly traded companies in agriculture, materials science and specialty products sectors that will lead their respective industries through productive, science-based innovation to meet the needs of customers and help solve global challenges. For more information, please visit us at www.dow-dupont.com.
The positions represented by this job posting are aligned to one of the three divisions, Agriculture, Materials Science or Specialty Products, which are expected to separate from DowDuPont into stand-alone public companies. Information on the division alignment will be provided during the recruitment process.