Supervisor, Account Specialist

Basic Function

The APS Supply Chain team is a customer-focused Center of Excellence providing industry-leading service while delivering differential value to the business, today and into the future.  

As a member of our dynamic APS Supply Chain team, you will play a critical role in helping us supply our products to a global customer base. In this role, you will be responsible for overseeing accurate and timely order fulfillment tasks in order to meet customer requirements shipped from all of our APS plants and regional distribution centers. During a typical day, you will coach and mentor your team in the successful completion of the order fulfillment process and serve as a key liaison between the APS business and our supporting partners such as Logistics, Supply & Inventory Management inventory management, and Pricing. This position reports to the Customer Fulfillment Manager and is located at our North American Headquarters in Downtown Houston. The position offers a competitive base salary, bonus, 401K matching, generous benefits package, pension plan, parking subsidy and employee discounts.

Roles & Responsibilities

• Manage fast-paced, account specialist team responsible for order Supply Chain related order fulfillment processes.  
• Act as a liaison with Sales, Marketing, Logistics, Credit, Quality and 3rd Party Account Specialist team to support any order fulfillment activities.
• Recruit, train, and develop personnel to enhance skills to achieve best in class performance.
• Communicate clear goals to team members to foster growth and career development.
• Encourage a positive organizational culture that respects people, values professional development, and strives for continuous improvement.
• Lead by example to create a platform with high employee loyalty. 
• Balance workload levels among team and ensure proper coverage of customer accounts and requests at all times. 
• Support E-commerce and other technology improvement efforts to create automation for the order fulfillment processes. 
• Ensure compliance with business rules and propose enhancements to optimize business objectives and goals. 
• Develop/maintain organizational policy and procedures, in particular, as it relates to improving customer satisfaction.
• Monitor key metrics to support organizational goals and drive metrics to meet or exceed designated targets.
• Provide tactical, analytical and strategic support to the appropriate internal and external stakeholders.
• Lead/facilitate efforts on problem resolution, customer complaints, and root cause analysis of quality/service incidents, including Wrong Product Shipped.
• Lead change implementation for processes and system improvements or other order fulfillment projects. 
• Model LyondellBasell core competencies with internal and external stakeholders beginning to develop the skills necessary to contribute strategically. 

Min. Qualifications

• 8 years' experience in business, supply chain, manufacturing or other related experience. 
• A bachelor’s degree is preferred. Will consider candidates with a High School Diploma that have at least 8 years’ relevant experience in lieu of a bachelor’s degree. 
• The ideal candidate will have managerial courage as well as the desire to grow and develop people.
• The ideal candidate will have demonstratable leadership experience (either managerial experience or through cross-functional projects).
• Must demonstrate excellent interpersonal and communication skills, both oral and written, particularly in business writing with a focus on concise and accurate documentation.
• Demonstratable ability to perform in a fast-paced environment that requires rapid decision-making and task delegation with immediate impact on business results.

Preferred Qualifications

• Ability to effectively analyze large amounts of data and summarize the key outcomes to stakeholders.
• Demonstratable ability to think systemically, which may include change management and ability to view processes and ideas from a broader perspective.
• Anticipates potential objections and persuades others to adopt a different point of view.
• Ability to work independently with guidance only in the most complex situations.
• Ability to anticipate internal and or external business challenges and/or regulatory issues; recommends process improvements.
• Ability to perform multiple tasks concurrently within challenging deadlines and maintain alignment with all key stakeholders.
• Composed in time-sensitive situations, comfortable delivering difficult news.
• Strong skills in Microsoft Office Suite, SAP, BI, Celonis, and other tools.
• Experience with ERP software such as SAP is desired.

Competencies