OMNOVA Solutions Inc.

  • Customer Care Specialist, Team Lead

    Job Locations US-NC-Monroe
    Posted Date 1 week ago(7/9/2018 9:46 AM)
    Job ID
    Customer Service
  • Who is OMNOVA Solutions?

    OMNOVA Solutions is a specialty chemicals and functional surfaces company, whose technologies enhance the performance of a wide variety of well-known products across the globe. We are proud to offer "The Science in Better Brands."

    What are we looking for?

    This position is in a team setting in Monroe, NC reporting directly to the Customer Care Manager. The role is responsible for Customer Care and Inside Sales functions for a defined set of accounts and OEMs in our Laminates Retail and Kitchen and Bath markets. In addition to the roles and responsibilities of the Customer Care Representative, the Team Lead is responsible for providing quality and efficient service to customers through the daily operational supervision of a team of peer employees. The main goal will be to support our Specification Managers in these markets and deliver a high level of service to them and their accounts. Daily tasks will include order management (order entry, tracking, logistics, pricing, etc.) creating and maintaining tools to support data tracking of projects, export quoting and logistics, BTF tracking, CC department price lead and back up to Customer Care Manager. The Team Lead is empowered to manage and allocate workload within the team. Assisting team members with problem solving along with coaching & training, reward & recognition, and motivation & development are important aspects of this role. Will also be responsible for direct communication with external customers and a wide variety of OMNOVA functional and commercial personnel. This role works to provide value-added service and solutions resulting in long-term strategic customer relationships. This role must also understand and communicate customer requirements throughout the organization.

    Your tasks and responsibilities...

    • Provides daily direction and communication to team members so that customer service duties are performed in a safe, timely, efficient and knowledgeable manner.
    • Provides continual evaluation of processes and procedures. Responsible for reporting on performance and suggesting methods to improve operations, efficiency and service to both internal and external customers.
    • Provides statistical and performance feedback and coaching on a regular basis to each team member.
    • Assists in problem solving by providing appropriate coaching, counseling, direction, and escalation to achieve resolution.
    • Contributes to performance review process for team members.
    • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
    • Assists the manager with daily operation of the department to include staffing, training, scheduling and reward/recognition programs
    • Assists manager in establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives. Works as a member/leader of ad hoc and process improvement projects
    • Uses appropriate judgment in upward communication regarding department or employee concerns.
    • Create and maintain tracking tools to support Retail and K&B markets for Specification Managers and Market Managers
    • Create and maintain Build to Forecast tracking tools and be liaison between SOIP and Customer Care
    • Manage all Export inquires, orders and logistics
    • Customer Care Manager Back Up
    • Communicate proactively through outbound calling to customers and/or key contacts to meet specific objectives and maximize customer experience
    • Receive, process, and own orders for designated accounts.
    • Work directly with customers and Planning/Scheduling to manage inventory levels to meet customer agreements and delivery requirements.
    • Initiate necessary actions required to ensure internal/external customer requirements are satisfied and perform relevant transactions to support execution
    • Interface in regular meetings & as needed with Business Management, Marketing, Sales, Production, Planning, Quality, SH&E, Logistics, Shipping and Customer Financial Services to support and improve activities globally, and to deliver quality service and performance as relates to order management, credits, debits, returns, scheduling, shipping.
    • Create and maintain accurate customer master data, including customer records and customer-material information.
    • Maintain file and data integrity in all phases of order processing.
    • Assist Laminates Retail and Kitchen & Bath customers with:

    - Product Info                  - Samples

    - Pricing/Quotes             - Order Status

    - Delivery Times              - Product size / weight

    • Receive, process, and follow up on customer complaints / non-conformances as appropriate.


    Who you are...

    • Bachelor’s degree in supply chain management, marketing or business administration or related field, or H.S. diploma and 3+ years’ work experience
    • Knowledge/experience in the following
    • Customer relationship management
    • Sales & Shipment of goods/products
    • Retail and/or Kitchen & Bath market
    • Outstanding communication skills
    • Good analytical mind, detail and action oriented
    • Excellent organization and follow-up skills
    • Working knowledge of MS Office Package, including Excel and Word programs
    • Able to set and manage multiple priorities and make decisions in a dynamic work environment
    • Structured but flexible approach, ability to work both independently and collaboratively across multiple disciplines
    • Agreeable personality with a "can do" attitude
    • Excellent problem solving skills
    • Ability to lead by influence in a cross-functional environment

    Preferred Qualification

    • At least two years of experience in business-to-business customer service, or 3+ years in a non B-B service role
    • Customs and export regulations/HTS - International ocean and air shipments and freight rates, INCO Terms, Bulk, TL, LTL and other modes of transport
    • SAP Sales and Distribution experience a plus
    • Multilingual a plus
    • Lean Six Sigma training a plus


    Why OMNOVA?

    The science of better careers. Come formulate yours.

    Bring your ingredients for success and together we’ll create a unique plan for your development and career growth. We recognize that without our talented employees and their passion and curiosity (which really are the backbone of our organization), we would not be where we are today. Click here to learn more about why you should join OMNOVA.


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