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Customer Service Supervisor II

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Job Details
Job Order Number
735719
Company Name
Solenis, LLC
Physical Address
500 Hercules Road
Wilmington, DE 19808
Job Description

Customer Service Supervisor II
Job Locations

US-DE-Wilmington

Workday Req Number
R0004706

.# of Openings
1

Overview

Solenis is a leading global producer of specialty chemicals for water-intensive industries, including the pulp, paper, oil and gas, chemical processing, mining, biorefining, power and municipal markets. The company’s product portfolio includes a broad array of process, functional and water treatment chemistries as well as state-of-the-art monitoring and control systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets and minimize environmental impact. Headquartered in Wilmington, Delaware, the company has 41 manufacturing facilities strategically located around the globe and employs a team of approximately 5,200 professionals in 120 countries across five continents. For additional information about Solenis, please visit www.solenis.com |Twitter | LinkedIn.

Solenis is staffed with great minds and powered by ingenuity. When you join the Solenis team, you become part of a global community of 5,200 experts who work together to provide advanced process and water treatment solutions. Our team members take pride in their ability to think dynamically and help solve our customers’ unique challenges. If you’re interested in becoming a part of our elite team, please explore our current career opportunities.
Description

The North America Customer Service Supervisor is responsible for supporting the end-to-end Customer Service processes including sales order processing, invoicing, sample order processing, returns, credits, transfers, customer set-up and maintenance. The Customer Service Supervisor is also responsible for performance management and developing the employees accountable for the Customer Service processes. This position also requires the applicant to be on-call as part of a weeknight rotation. Reporting to North America Customer Service Manager. Works closely with Manager and Supervisor to support the overall activities within Customer Service and to ensure consistency of performance across the entire team.

Responsibilities:

Ensure high performance standards are maintained through day-to-day coaching, workload analysis and report monitoring

  • Develop and maintain mid-year and annual performance reviews for individual contributors
  • Manage personnel issues and disciplinary activity for performance and compliance
  • Professional development and recognition of direct reports
  • Foster an environment of continuous employee engagement and motivation
  • Address needs and opportunities within the team, work with team members and business partners to develop solutions
  • Collect and provide metrics to ensure team performance targets are met
  • Address escalated issues/complaints from internal and external customers
  • Ensure all unbilled orders are completed and billed
  • Review and approve returns, credits, debits, cancellations
  • Approve time off requests and ensure proper coverage in place
  • Compile and report monthly team scorecard data to management
  • Ensure safety and non-safety training requirements are fulfilled for all team members
  • Coordinate and conduct interview process for new hires
  • Ensure month-end checklists are completed on time and address items for escalation
  • Develop relationships with Commercial Sales to ensure customers’ needs are met
  • Coordination with manufacturing facilities to identify and address improvement opportunities as they relate to Customer Service functions
  • Coordination with other departments within Solenis including, but not restricted to Credit, Planning, Product Management, Pricing, Global Trade, Finance, Procurement, HR, Legal, EH&S to ensure all customer needs are met
  • Develop, communicate and reinforce adherence to processes and policies with Customer Service and within Solenis LLC
  • Work with Customer Service Leads for training, process development, special projects or initiatives
  • Leadership or participation in special projects and initiatives as appropriate
  • Provide leadership for short-term events when resource shortages, weather and other events disrupt supply chain and when business needs require shifting of orders. This includes hands-on coverage and full knowledge of customer service processes
  • Attend leadership meetings and contribute topics and highlights for review
  • Assist with planning for any Customer Service events

Qualifications

  • Bachelor Degree
  • A minimum of three years of experience in Customer Service, preferably for a manufacturing company and preferably at least one year of Lead or Supervisory experience
  • Microsoft Office proficiency with Advanced Excel skills
  • SAP knowledge a plus
  • Must be able to work in a fast paced environment with complex business scenarios
  • Detail oriented with strong problem solving skills
  • Must be able to communicate effectively with all levels of the organization, both oral and written
  • Must possess the following skills: Critical Thinking, Teamwork, Interpersonal communication, Quality, Efficiency, Innovation, Action oriented, People focus and Results driven
  • Must be authorized to work in the United States

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team.

Solenis is proud to be an Equal Opportunity Affirmative Action Employer, including Minorities / Women/ Veterans / Disabled.

Solenis is proud to be an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Should you require assistance in applying to this opportunity, please reach out to Solenis Talent Acquisition at 1-888-756-2701. .#LI-Pf1

Solenis is proud to be an Equal Opportunity Affirmative Action Employer, including Minorities / Women/ Veterans / Disabled.

Solenis is proud to be an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Should you require assistance in ing to this opportunity, please reach out to Solenis Talent Acquisition at 1-888-756-2701 or TalentAcquisition@solenis.com.


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