Customer Service Manager In this role, you will manage support and develop Customer Service Representatives, ensuring the day‑to‑day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals. The role requires on‑site presence five days per week, Monday through Friday. Typical working hours: 7:00 am‑4:00 pm or 8:00 am‑5:00 pm, with flexibility to start as early as 6:00 am as needed. Responsibilities Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies. Ensure an effective and efficient Order‑to‑Cash process to maximize efficiency and service levels. Coach and develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication. Manage specific issues and alert the management of the associated business risks. Monitor queues and backlog (distressed orders/holds/open Customer Claims). Act as the referent for the commercial organization: Account Managers. Execute business Continuous Improvement plans. Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate with the main stakeholders. Other duties as assigned. Required Qualifications Fluent in English and Spanish, both written and verbal. Bachelor’s degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience. Strong business acumen with deep knowledge of the Order‑to‑Cash (O2C) process. Advanced proficiency in SAP or comparable ERP systems. Customer‑focused mindset with demonstrated leadership experience in customer service or a related industry role. Exceptional verbal and written communication skills. Highly organized, detail‑oriented, and able to adapt to changing priorities in a fast‑paced, customer‑oriented environment. Demonstrated project management capabilities, strong analytical skills, and high IT/technology proficiency. Excellent presentation skills and the ability to communicate effectively at all levels, both internally and externally. High emotional intelligence and self‑awareness, with strong interpersonal and influencing skills. Proven ability to lead through influence (“soft power”) and manage senior‑level stakeholders without direct reporting authority. Preferred Qualifications 3+ years of Customer Service leadership experience. Experience in the Chemical industry. CI/Six Sigma/Lean experience. Solid Project Management experience. Benefits We offer competitive total rewards and development programs. Equal Opportunity We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law. #J-18808-Ljbffr