Customer Service Manager

**Your new Company**

Elementis is a global specialty chemicals company, with over 1,300 employees working at 23 locations across the globe. They create high-value specialty additives that enhance the performance of their customers’ products and make a positive change in the world.

Elementis is establishing a new office and modern laboratory in Porto, Portugal. They offer exciting roles in Research & Development, Human Resources, Finance, Logistics, Customer Service, Regulatory/Product Stewardship, Sales & Marketing, providing a diverse range of opportunities to grow and make an impact. Most of the roles are regional or global.

At Elementis, the Customer Service Manager manages our customer service teams, and is responsible for customer order management processes. The Customer Service Manager partners with Supply Chain Planning, Sale, Logistics, Finance, Manufacturing, Purchasing, and external customers to drive processes and systems that maximize customer service satisfaction.

**Your new role**

Leading & Motivating
** **Teams
- You directly manage two Customer Service Supervisors, each of whom will oversee the day-to-day activities of a team of Customer Service Representatives along with their working Customer Service activities.
- You are responsible for providing customer service strategic leadership across these teams which will service customers to all Elementis accounts in the Americas and Europe

Strategic Processes & Continuous Improvement
- You develop both short and long term strategic plans for Customer Service to support innovation and improvement
- You ensure strategic oversight and completion of key activities across customer service teams, including management of all types of customer orders including; the holistic order fulfilment process, regular sales orders, export orders, consignment, drop shipping orders, whilst maintaining high quality output
- You drive continuous improvement related to customer satisfaction and supply chain efficiency, ensuring high level of service whilst balancing Supply Chain efficiency and costs

Co-ordination of critical activities and procedures
- You are responsible for creating and maintaining all Standard Operating Procedures, supporting co-ordination and oversight on critical activities and reconciling recurrent or critical customer issues
- You proactively manage escalated issues or escalated customer complaints; with related mitigations or corrective action; alongside identifying and supporting to resolve root cause corrective action for On Time In Full failures
- You benchmark key processes and practices including order fulfillment to ensure best practice

Compliance & Standards
- You ensure processes are completed within consistency of quality service which adheres to cultural protocols for the relevant geographic areas served and ensuring adherence to Trade Compliance Requirements
- You are responsible for maintaining ISO standards and for all internal quality audit requirements for the department

Collaboration across Elementis teams
- You work with global peers to replicate best practice both regionally and wider, whilst working collaboratively to ensure process standardisation
- You work across other teams, partnering with relevant stakeholders to develop training programs, increase sales
- You work with relevant teams to develop internal and external customer relationships and improve our services through the professional use of company communication and customer support systems

**What you'll need to succeed**:

- Bachelor degree preferred;
- Mininum 3 years supervisory experience and 5 years job experience in customer service-related role; strong OTC knowledge.
- IT Skills: JDE, Microsoft office suite
- Fluent in English

This position will have a hybrid regime with a minimum of 3 days in the office. Whilst this role will be based at the Porto Hub, there will be occasions where you may be required to travel to other Elementis sites.