Customer Service Manager

About the role

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. Please note that this role requires on-site presence five days per week, Monday through Friday. Responsibilities Include: 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 level; Coach & 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 positions; Execute business Continuous Improvement plans; Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate to the main stakeholders. Other duties as assigned Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer's products forward-products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more. Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer . Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientati