Customer Service and Logistics Manager

NatureWorks LLC - Minnetonka, MN

Full-timeEstimated: $68,000 - $87,000 a year
EducationSkills
ACCOUNTABILITIES:
Operational Management (40%)
Drives improvements in overall Customer Service levels, transactional efficiencies & cost management
Identifies and implements new processes, procedures, technologies, and performance metrics
Partners with team members to identify continuous improvement opportunities
Liaison between customer service and internal stakeholders, to drive better process performance
Secondary responsibility to respond to inbound customer inquiries (phone, email, chat) as needed
Reduces potential lost sales by actively offering alternative options
Leads bi-monthly sales review meeting
Drive improvements with forwarding organization and document management team
Develop tool for managing and communicating order prioritization to the organization
Internal Collaboration and Communication (20%)

Identifies, communicates and publishes customer service metrics/wins to the organization
Prepares and presents commercial reports as requested
Talent Management (20%)
Develops an effective, diverse, high performance customer service team that is well trained, engaged, and focused on operational excellence
Supports company policies and procedures as a member of management for all employees; presents a professional image as a representative of the company
Creates an environment focused on continuous learning and improvement, fostering close-knit collaboration sparked by the energy of a startup
Establishes and maintains effective professional working relationships with co-workers, and every level of management
Motivates and empowers customer service staff to meet or exceed customer service performance goals
Builds organizational capability through meaningful coaching sessions and developing talent
Provides leadership for the customer service staff
Capital Effectiveness (5%)
Responsible for the establishing and managing an annual department budget
Ensures budgeting processes are followed and monitors expenses to ensure programs stay within approved budget
Identifies opportunities to improve productivity within budget constraints
Environmental, Health & Safety Leadership (5%)
Operates within company policies, procedures and governmental regulations
Ensures NatureWorks Environmental, Health & Safety (EH&S) Programs are being followed and provides a safe working environment to our employees and customers
Accountable for building a strong safety culture and actively pursues it daily; identifies unsafe behaviors and conditions and intervenes to mitigate incidents

Qualifications:Education and Experience Required:
Bachelor’s degree in Supply Chain Management, Business Administration or related field
At least 5+ years chemical, plastics, or similar B2B industry experience with either supply chain or customer service related roles
Demonstrated team leadership and people management skills
Experience with SAP or other Enterprise Resource Planning (ERP) system
Proficient in various computer programs

Education and experience Preferred:
Experience leading a globally distributed customer service team is a definite plus
Advanced degree in a business-related function
Salesforce.com
SAP with an understanding of pricing and MRP
Establishing and championing customer service metrics

Other (knowledge, skills and abilities):
Strong customer focus and service orientation
Understands the plans for meeting the business strategy and objectives, and how it relates to daily activities
Demonstrates agility with change
Promotes cooperation within the team and between cross functional teams
Willingness to take on new responsibilities as our business evolves

Working Conditions/Physical Requirements:
This position works in an office environment
Regular business hours; some after-hours work will be required on evenings and weekends
Occasional travel may be required (< 10%)
Requires use of office equipment such as computers, fax machines, telephones, and copiers
Required sitting and computer-related activities for extended periods of time
Ability to occasionally lift and carry up to 10 pounds; will follow company safety and ergonomic guidelines to avoid injury
Bachelors or better in Logistics /Supply Chain Management.
Bachelors or better in Business Administration or related field.
At least 5+ years chemical, plastics, or similar B2B industry experience with either supply chain or customer service related roles.