Nylon Solutions Customer Experience Leader - Richmond, United States - AdvanSix

AdvanSix

Verified Company

Richmond, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Why work at AdvanSix?

We provide benefits that are industry competitive and focused on employee wellbeing
Total Rewards program includes a competitive compensation, health, dental, vision & wellness programs, paid vacation, 401K with company matching, health savings programs, disability & life insurance, employee assistance program
Tuition reimbursement for continued education, certifications, training, and development
Work within a fast paced and innovative company, meeting passionate colleagues and partners with diverse backgrounds and experiences

Position Summary:
The Customer Experience Leader is accountable for the strategic leadership of a highly visible customer experience specialist team.

This leader must have excellent interpersonal skills and the ability to build a team that works well together and provides superior service.

They will drive the function to achieve individual, team, and business metrics.

Duties and Responsibilities:

Account Management:

Manage the order to cash process and engage with supply chain and commercial team members to deliver an exceptional customer experience
Receive, process and expedite customer orders: order entry, scheduling of deliveries, customer service and sales support activities
Assist Account Managers with customer updates, debits, credits, sample requests and new account setup
Process and distribute daily reports essential to on time delivery and invoicing

Strategic Initiatives and Team Development/ Leadership:

Develop and own Customer Experience strategy and objectives, continuous improvement, SOX management, pricing accuracy, overall order management processes and reporting
Accomplish Customer Experience objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Improve customer service process efficiency and effectiveness by establishing and communicating data driven KPI's & service metrics; benchmarking industry standards; monitoring and analyzing results; and implementing changes to drive performance and results
Partner with the business in development and implementation of effective procedures and systems throughout the supply chain, logistics, and customer experience processes to effectively meet or exceed customer expectations and provide for efficiency and accuracy in all customerrelated processes
Proactively and efficiently escalate critical business issues to teams and facilitate problem identification, alternatives and decisionmaking process with the stakeholders
Enhance the customer experience by working with partners across the organization to continually improve the tools and process

Basic Qualifications:

Bachelor's degree or related experience
7+ years of experience in customer service in a fastpaced industrial manufacturing environment
3+ years of experience leading a customer service team
Proficiency in SAP

Additional Qualifications:

Excellent verbal and written communication skills
Strong attention to detail and ability to manage multiple and competing priorities
Persistent, resilient, persuasive, and able to tackle situations headon
Ability to quickly learn and master a wide array of new concepts, products, and services
Excellent efficiency and organizational skills
Experience in materials / chemicals manufacturing is preferred
Ability to travel up to 10%

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AdvanSix is an equal opportunity employer.

Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, veteran status, or any other protected classification.