Sr. Director Global Customer Service

Basic Function

This position is responsible for leading and directing all facets of the Global Customer Service teams for all Olefins, Polyolefins, Intermediates & Derivatives, Catalyst, and Circular & Low Carbon Solutions.  

The incumbent develops and implements the Global Supply Chain strategy for Customer Service that supports the company and business unit strategies.   This includes strategies to improve our customer experience, ease of doing business, and net promoter score. 

Builds and maintains strong relationships with different external and internal, direct and indirect stakeholders.  This position has 5-8 direct reports, a global team of 180 people, and annual revenue of $30 billion.
 

Roles & Responsibilities

• Customer Service Strategy: Develop and execute a customer service strategy aligned with business objectives, focusing on delivering high-quality service, resolving issues promptly, and exceeding customer expectations.
• Customer Relationship Management: Develop and maintain strong relationships with key customers, understanding their needs, challenges, and preferences to enhance overall customer satisfaction and loyalty.
• Order Management: Oversee the order management process from order receipt to delivery, ensuring accuracy, timeliness, and efficiency in order processing, tracking, and fulfillment.
• Supply Chain Coordination: Collaborate with internal teams such as production, logistics, and sales to ensure seamless coordination and communication throughout the supply chain, from order placement to delivery.
• Complaint Resolution: Establish processes and protocols for handling customer complaints and inquiries, ensuring timely resolution and effective communication to maintain customer satisfaction and loyalty.
• Customer Feedback Analysis: Gather and analyze customer feedback and satisfaction metrics to identify trends, opportunities, and areas for improvement in products, services, and processes.
• Customer Segmentation and Targeting: Segment customers based on their needs, preferences, and value to the business, developing targeted strategies and initiatives to maximize engagement and retention.
• Performance Metrics and Reporting: Define and track key performance indicators (KPIs) for customer care activities, generating regular reports and analysis to monitor performance, identify trends, and drive accountability.
• Continuous Improvement: Drive continuous improvement initiatives in customer care processes, systems, and policies to enhance efficiency, effectiveness, and customer satisfaction levels over time.
• Training and Development: Provide training and development opportunities for customer service teams to enhance their skills, knowledge, and capabilities in delivering exceptional service and building strong customer relationships.

Min. Qualifications

• Bachelor's degree required
• Degree in Supply Chain, Business Management or Finance preferred
• Master’s Degree or MBA in relevant field preferred  
• Typically, 15+ years of experience in positions with increasing responsibility in supply chain, purchasing, materials management, or similar customer facing role, of which at least 5 years in supervisory role  
• Fluency in English required  
• Working knowledge of one or more other European languages preferred  

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Competencies