Sr. Manager, Customer Service

The Sr. Manager, Customer Service will direct and manages the activities of the Customer Service staff in all channels of distribution for both domestic and international customers.

Responsibilities:

• Provide inside sales assistance to customers in determining their account requirements.
• Collaborate with sales personnel and manufacturer's representatives in the administration of sales/customer service-related activities within the assigned PMC Regions.
• Administer PPG policies and procedures relating to areas of responsibility and ensure that such directions are followed.
• Authorize return of merchandise from customers in accordance with PPG policy and procedures and ensure that all approval signatures have been acquired. Approve discrepancies according to policy.
• Monitor and track the error ratio from all aspects of the business and log monthly.
• Review Orders and Discrepancies to make sure all are entered efficiently and timely.
• Develop and Monitor processes for order entry, as needed, to ensure EH&S regulatory compliance (domestic and international).
• Initiate actions and other duties as may be requested from Supply Chain, Sales - National Regional Managers, Director PMC Sales NA, VP Protective & Marine Coatings.
• Work with Corporate Credit department on resolution of customer charge backs/discrepancies.
• Provide ongoing training to Customer Service department personnel. Monitor individual error ratios, continually striving to achieve 94% accuracy in RFT.
• Ensure that all Customer Service personnel are trained in the computer business system and provide ongoing training as needed.
• Administer pricing and quotation procedures in accordance with PPG policies and guidelines.
• Collaborate with IT department in the reporting and resolving issues in support of customer service functions.
• Serve as an interface for Accounting, Credit, Inventory Control, IT, Marketing, and International Group on internal issues, pricing, communications and improvements.
• Develop and update Work Instructions and ensure compliance as needed for ISO 9001:2008 for all customer service functions.
• Possess knowledge of PMC domestic customers, Champion, Keeler & Long, and Sigma Kalon as well as how to train, process, ship and bill orders.
• Possess knowledge of PMC international customer base and Global Marine customers; as well as how to train, process, ship and bill orders.
• Continually look for ways to improve efficiency, order flow and better service to customers in a cost-effective manner. Make recommendations to the business unit.
• Implement and monitor usage of the CAIR program in the reporting of business-related complaints.
• Be familiar with the E-Business accounts and the E-Business processes. * Participate as a core member of the Little Rock Leadership Team.
• Participate as a core member of the PMC USCA (General Manager's) Leadership Team.
• Evaluate, monitor and direct necessary contract/customer service-related activities as it pertains to supporting new business contracts (domestic and international) ie.MSC, JIT, etc.
• Support activities necessary with fulfilling orders for the Global Marine segment( i.e. 2 platform inventory and order control systems)
• Responsible for C/S organization planning, staffing, performance review and continued development (i.e Hazmat training, export compliance).
• Review, track and process credit memo requests associated with claim settlements and customer rebate agreements (quarterly, annually).
• Serve as backup for Nuclear Order Compliance (Domestic and international).
• Serve as backup for Export Order Compliance.
• Serve as PMC Export Compliance Officer back-up.

Requirements:

• Requires College education and/or 3 to 5 years experience in an Industrial Customer Service Supervisor and/or Management position.
• Computer skills including Microsoft Word and Excel.
• Good organizational skills.
• Good written and verbal communication skills.
• Only U.S. Citizens, Green Card holders, and political asylees or refugees are eligible to apply

Gamele de salarii i de beneficii ale PPG pot varia in funcie de locaie, ceea ce ne permite s compensm angajaii in mod competitiv pe diferite piee geografice. PPG ia in considerare mai muli factori in luarea deciziilor de compensare, inclusiv, dar fr a se limita la, seturi de abiliti, experien i formare, calificri i educaie, licene i certificri, i alte nevoi organizaionale. Se pot aplica i alte stimulente.

Programele noastre de beneficii pentru angajai sunt concepute pentru a contribui la sntatea i bunstarea angajailor notri. Orice acoperiri i beneficii ale asigurrii vor fi in conformitate cu termenii i condiiile planurilor aplicabile i cu documentele aferente planului de guvernare.