Sr. Manager, Customer Service

Sr. Manager, Customer Service

The Sr. Manager, Customer Service will direct and manage 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 :