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Customer Service/Sales Ops Manager-North America

Expired Job

Dupont Wilmington , DE 19801

Posted 4 months ago

Job Description:

Position Overview

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).

Job Responsibilities

  • 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

Communication Skills

  • 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

Job Qualifications

Qualifications

  • 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

About DowDuPont

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.


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Customer Service/Sales Ops Manager-North America

Expired Job

Dupont