An important global mining company is looking for a Customer Service Manager. This position is responsible for customer service and support of the sales team in North America (NA), successfully managing sales forecasts, customer inquiries/complaints, and planning delivery schedules.
Responsibilities:
- Customer Relationship Management: In cooperation with the Sales Director and Manager, maintain direct communication with clients related to order-to-cash workflow – from order entry through collection.
- Team Leadership: Lead, mentor, and develop the customer service team through encouragement and empowerment to ensure high performance and professional growth.
- Order Management: Oversee the handling and processing of orders from the NA sales team with accuracy and timeliness. Ensure timely and accurate delivery of products.
- Sales Support: Work closely with the sales teams to assist in achieving the sales forecast for each customer in NA. Update price lists and sales forecasts as directed by the Area Sales Managers/Directors.
- Quality Assurance: Ensure quality claims are duly registered in the Quality Management System (QMS) and follow up on them. Coordinate with the Supply Chain and Quality teams on technical requirements related to grades, packaging, and other specifications.
- Coordination: Collaborate with Sales, Supply Chain, Logistics, and Finance teams to ensure seamless communication and service delivery. Coordinate with Planning in Chile on shipping programs and inventory schedules, informing Sales Directors/Managers of any unforeseen delays or issues.
- Process Development: Develop, together with Sales and Supply Chain teams, sales documentation procedures, policies, and standards to ensure consistency and efficiency.
- Issue Resolution: Manage and resolve customer complaints and issues promptly and effectively. Implement corrective actions to prevent recurring issues.
- Reporting: Generate and analyze customer service metrics, import/export statistics, and prepare sales overviews and auditable documentation to inform decision-making and strategic planning.
- ERP Consistency: Ensure consistency between forecasts provided by Headquarters and ERP systems.
- Logistics Coordination: Work with logistics companies to quote and organize deliveries by various means of transportation. Coordinate between Sales and Finance departments regarding credit lines and account receivables.
- Daily Customer Service: Provide day-to-day follow-up and service to customers, ensuring all inquiries are addressed promptly.
Qualifications
- Bachelor's degree with a business focus or equivalent experience
- First experience in a similar position is required, with at least 5+ years in a customer service management role, preferably within the chemical or industrial sectors.
- Understanding of the chemical industry, preferably Iodine and Industrial Nitrates, is highly desirable.
- Sound understanding of LEAN concepts with experience in implementing the tools to drive a culture of continuous improvement.
Technical skills
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Analytical and planning skills.
- Proficiency in Microsoft Office, ERP, and CRM systems (SAP, Dynamics, and Salesforce/SFDC).
- Ability to build reports in Excel and model data considering multiple sources is key.
- Problem-solving and conflict resolution skills.
- Ability to manage multiple tasks and priorities in a fast-paced environment.