North America Customer Service Manager

As we create a colorful, capable and cleaner world through chemistry, we invite you to join our team to harness the power of chemistry to shape markets, redefine industries and improve lives for billions of people around the world. **HELP SHAPE THE FUTURE OF CHEMISTRY AND THE WORLD** From the frontline to the back office, every Chemours employee is part of something bigger than themselves as together we work to create a better world through the power of our chemistry. Chemours is a $6.3 billion company with a portfolio of products and processes that enable technologies and products that people use every day in their lives. From cellular phones to lower emission vehicles, to 5G communications and clean energy from hydrogen, we're collaborating with customers to make these innovations more capable. Simply said, we use our chemistry to change lives, shape markets, and redefine industries-one improvement at a time. Chemours is seeking a **TSS North America Customer Service Manager** to join our growing team! This position is available at our Wilmington, DE location. The TSS North America Customer Service Manager is a highly visible and key role within the company and sales function. Manage a customer service team which assists customers or other departments in processing orders and in the resolution of specific problems and concerns. Responsible for establishing and implementing departmental policies, procedures, objectives, and goals. Responsible for developing personnel, monitoring performance, and introducing more efficient processes. Accountable for order processing, internal and external customer relations, and maintaining daily operations of the department. **The responsibilities of the position include, but are not limited to, the following:** + Key collaborator across the groups of supply chain, demand, finance, sales, and other key functional businesses to optimize and implement strategies, policies, and rules for the business. + Drive the mindset of customer centricity with customer service representatives as the "face and voice of Chemours". + Management of customer service team including end-to-end order-to-cash execution and process improvements. + Development and training of team members to ensure achieving key strategic objectives, reliability targets and KPI's. + Liaison with the business and other relevant functions regarding customer interactions, new business integrations, and adherence to policies and procedures. + Execution of SOX control processes and primary contact with Assurance Services (Internal Audit) and external auditors during audits. + Management of EDI/VMI customer setup and enhancement project execution in partnership with IT. + Collaboration with Supply Chain and Sales Operations network to execute Corporate Order to Cash (OTC) initiatives improving the customer service experience. and driving internal efficiencies - e.g. process improvements based on ecommerce, terminal management, dashboard data, rebate coordinator, master data management projects, and CMDR key user. + Management of sales support roles including, but not limited to SFDC pricing management, tax-exempt certificate maintenance, transfer pricing communication, the Chemours general inquiry process, samples fulfillment, consignment order and billing process management, and CQSI coordinator. + Highly visible, key role within the company and the sales function. **The following is** **_required_** **for this role:** + Bachelor's degree in related field + 10+ years of experience in order fulfilment, sales to cash, customer facing, customer service, inside sales, or sales team within the chemical, commercial or manufacturing industry or equivalent experience + Good commercial acumen knowledge (International Trade, Import & Export shipment process & documentation, Customs & Tax) + Working Knowledge of SAP and BW reporting + Effective written and oral communication skills - ability to present information and ideas in an articulate and organized way + Excellent interpersonal and influencing skills in a cross functional setting + Experience in process improvement + Experience in cross function project **The following is** **_preferred_** **for this role:** + Previous experience in a leadership role or in a people management role + Working knowledge of Salesforce and order portal **Benefits:** Competitive Compensation Comprehensive Benefits Packages 401(k) Match Employee Stock Purchase Program Tuition Reimbursement Commuter Benefits Learning and Development Opportunities Strong Inclusion and Diversity Initiatives Company-paid Volunteer Days We're a different kind of chemistry company because we see our people as our biggest assets. Instead of focusing just on what our employees do each day, we look at how they do it-by taking a different approach to talent development, employee engagement, and culture. Our goal is to empower employees to be their best selves, at Chemours and in life. And we're proud to be Certified by Great Place to Work® . Learn more about Chemours and our culture by visiting /careers. _Chemours is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, religion, color, gender, disability, national or ethnic origin, ancestry, marital status, family status, sexual orientation, gender identity or expression, or veteran status. Jurisdictions may have additional grounds for non-discrimination, and we comply with all applicable laws._ _Chemours is an E-Verify employer_ _Candidates must be able to perform all duties listed with or without accommodation_ _Immigration sponsorship (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status) is not currently available for this position_ _In our pursuit to be the greatest place to work, we know that a critical element to enhancing our employee experience is to assure we're operating with a solid foundation of trust. At Chemours, this means being transparent about how we pay our employees for the work that they do._ _In our pursuit to be the greatest place to work, we know that a critical element to enhancing our employee experience is to assure we're operating with a solid foundation of trust. At Chemours, this means being transparent about how we pay our employees for the work that they do._ Pay Range (in local currency): $120,064.00 - $187,600.00 Chemours Level: 27 Annual Bonus Target: 14% _The pay range and incentives listed above is a general guideline based on the primary location of this job only and not a guarantee of total compensation._ _Factors considered_ _in extending a compensation offer include (but are_ _not limited to)_ _responsibilities of the_ _job, experience,_ _knowledge, skills, and abilities, as well as internal equity, and alignment with market data. The incentive pay is dependent on business results and individual performance and subject to the terms and conditions of the specific plans._ At Chemours, you will find sustainability in our vision, our business and your future. If you want to work on the leading edge of your field and have a desire to make a difference, join Chemours and discover what it means when we say "We Are Living Chemistry." A new company. A new purpose. A new commitment to customers and chemistry. We are Chemours. And even more exciting is how our employees are committed to be catalysts for better. The word "ours" is in our name intentionally. It is about our employees, our customers and our world. Our values are simple: We seek to put our customers first always. We encourage creativity and simplicity. We give you the ability to operate with the innovation and enthusiasm of an entrepreneur. We are obsessed with making our world safe and we do this all with unshakable integrity - doing what is right. See chemistry in a different way at Chemours. **PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI, ETC.)**

Created: 2024-11-21