Supervisor - Customer Service
Cristal Global - Hunt Valley, MD

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Lead and manage the day-to-day Customer Service, Master Data and Pricing functions in NA with direction from the Manager – Sales Planning & Customer Service North America. Assist and develop Customer Service personnel and lead the team in its critical role of fulfilling all transactional components of the customer interface. In parallel, maintain responsibility over specific customer accounts / area and act as the go-to person for all Customer Service, Master Data and Pricing Matters.

1. Lead the NA Customer Service team in fulfilling all transactional components of the customer interface.
2. Manage the day-to-day NA Customer Service group in order to ensure customer satisfaction.
3. Manage the day-to-day processes of the NA Master Data and Price Analyst functions.
4. Act as the Manager – Sales Planning & Customer Service NA’s delegate for daily decision making, including PAR, credit and debit note approval.
5. Ensure Customer Service procedures and instructions are adhered to in order to comply with ISO9001.
6. Manage the Swiss and NA commercial process interface.
7. Monitor and measure the Customer Service metrics and develop action plans in order to meet / exceed targets.
8. Provide pricing, availability, and schedule information within the established guidelines. Check and approve credit within established limitations and confirm orders. Research and obtain resolution of a variety of customer complaints and issues.
9. Act as the go-to person within the Customer Service department, while providing guidance and assistance to new and less experienced staff.
10. Proactively maintain ongoing relationship with key customers and sales staff.
11. Coordinate responses to internal and external audit requests.
12. Ensure compliance with ISO9001 instructions and procedures.
13. Conduct training for entry level representatives.
14. Maintain data for the Sales Volume Plan in SAP.
15. Manage the sample process.
16. Maintain NAFTA documentation.
17. Receive and process the most complex customer orders, inquiries and/or complaints covering items or products ordered with deep expertise.

Skills Required:
BA or BS Degree required; technical or business degree preferred
Minimum 8 years professional experience in Commercial operations
Preferred experience as CSR and/or Supervisor or Team leader
Extensive knowledge of Sales, Customer Service, Supply Chain, and Technical Service
Strong ability to design effective and efficient work processes
Ability to understand high level commercial business strategies and translate them into tactical working practices
Demonstrated abilities in detail oriented functions
Strong Excel, Word, Power Point and MS Outlook skills
Working knowledge of Commercial functions within SAP
Knowledge of the TiO2 business strongly preferred
Relocation Information:
Relocation Information