Customer Service Manager

This position is responsible for the leadership and management of the customer service teams. The primary functional accountability includes insuring customer orders/requests/complaints are received entered managed and/or resolved promptly and accurately. The main tasks are: - Ensure that the Regional Fulfill processes are rigorously applied and that customer orders deliveries and invoices are processed to a consistently high standard. - Working with Customer Engagement Management to ensure that work processes practices procedures and systems are continually reviewed. - Establish document update and test system of internal controls in accordance with requirements of Sarbanes-Oxley (SOX). - Develop and implement improvements in external customer focus as well as internal systems and processes to differentiate and add value to our service at the lowest possible cost. - Promote personal and professional development of Customer Service Representatives through safety awareness training customer and plant site visits product orientation seminars etc. - Manage the Performance Enhancement process for the customer services teams. - Execute all Customer Service related plans for business acquisitions/integrations/restructures typically involving large changes. - Coordinate all activities of order processing inventory control pricing and customer maintenance as they relate to this acquisitions activity. - Deliver business results and customer satisfaction through the regular use of key performance indicators taking corrective action where necessary. - Maintain working knowledge of international laws and regulations as they relate to Customer Service activity. - Establish and adhere to budgeted operating cost targets.