Posted 4 days ago
Customer Service Manager (DG BU) Job
Arkema Inc - Milwaukee, WI
Customer Service Manager
Location: Dublin, OH, King of Prussia, PA or Wauwatosa, WI

Job Summary
This position reports to the Sr. Customer Service Manager and will manage a team supporting the Durable Goods Business. Responsible for the sales order management, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. Leads a customer service team, interfacing with multiple plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments. Interfaces and participates in the Customer Service Leadership Team through meetings, projects, and initiatives.

Key Activities
50% Team Leadership
  • Assume the responsibility for creating talented team members, managing domestic sales orders, developing skills through training, and coaching to ensure customer satisfaction.
  • Increase efficiency, productivity, and profitability through continuous improvement of the order process (i.e., Customer Master, AEN functionality, SAP reports, and additional avenues of improvement).
  • Meet often, as a team, and individually to evaluate and develop team members; creating the necessary competencies to sustain success.
  • Ensure the proper distribution of workload among the team based on skill level and volume.
  • Provide the team with the required tools, resources & access to complete the required job functions.
  • Identifies and/or creates opportunities for team members to take part in projects and initiatives within the business supply chain or shared across teams.


30% Business/Supply Chain
  • Partners closely with supply chain and the Sales and Operations (S&OP) process to proactively inform customers of any impacts to them.
  • Works closely with sales and marketing to manage realistic expectation with new customers and get early warning of customer demands that will require coordination across the supply chain.
  • Remain focused on product delivery when resolving customer issues.
  • Promote ISO quality procedures and effect changes/additions to existing ISO Work Instruction Manual as necessary.
  • Serve as an SAP resource for reporting and information generation, and for supply chain process leadership.
  • Support collections activities to drive percent current and A/R to targeted goals.
  • Optimize customer experience focusing on problem solving and issue resolution.
  • Collaborate with Supply Chain and plants sites to improve the customer experience; support customer improvement projects across the supply chain.
  • Drive continuous improvement to increase customer satisfaction metrics; monitor and support customer experiences.

20% Networking & Shared Practices
  • Actively participate, contribute, or lead initiatives in the Customer Service Leadership Team and ISO Management Review.
  • Share knowledge with other team members, update other members on team status, sharing best practices and new information.


Education / Qualifications /Work experience
  • Bachelor's Degree, Supply Chain, Engineering or Business preferred.
  • Minimum 8+ years' experience in Customer Service, Supply Chain or other related business, managing two or more people for at least two years.
  • Advanced SAP skills; power-user, well versed in quote to cash and product delivery processes.
  • Strong communication (written and verbal), problem solving & decision-making skills; presentation skills.
  • International experience preferred.
  • Intermediate skills in MS Office.


Demonstrated Competencies
  • Experienced customer service professional who consistently demonstrates these skills and uses experiences to quickly gain the confidence of others.
  • Strategic and analytical thinking and exhibits leadership skills across the BU customer service team, as well as within network of other BU team leads and managers.
  • Establishes trust through feedback from and management of multiple customer service and supply chain team members.
  • Knowledgeable about the customer experience and transfers this knowledge to team members.
  • Subject matter expert: can make suggestions and recommendations to fill gaps for customers.
  • Prepares and manages team communications effectively and can identify and provide leadership on best methods of communication to utilize in various customer and internal team scenarios.
  • Sought out for information from the team and business regarding process questions and product delivery.
  • Ability to manage and train on most complicated customer delivery processes, such as vendor managed inventory, consignment with reconciliation, etc.
  • Actively leads and participates during Supply Chain S&OP meetings; understands different supply chain models and terminology.
  • Understands and communicates impact to product delivery to team and customers, where necessary. Steps in to manage and mitigate risks when elevated up from team members.
  • Exposure to multiple BU (minimum of 2) with proficiency and understanding in managing international account compliance regulations.
  • Results oriented with demonstrated skills to make positive impact and contributions to the business goals through effectively utilizing team member skills.
  • Sets strategy, prioritizes, and communicates to team on all tasks by evaluating the impact of decisions on the customers and Arkema.
  • Seeks counsel of Supply Chain leader where needed on highest level issues.
  • Manages and mentors others on investigating and implementing strategy on new business scenarios (3rd party direct, consignment, swaps).
  • Strategic leadership and analytical skills are displayed broadly, using critical thinking, and determining solutions that are in the best interest of our customers and Arkema. Manages multiple customer service team members in developing and maintaining this skill set.


Who we are? Arkema is a world leader in Innovative Materials for a Sustainable World with the ambition to become a pure Specialty Materials player.

We thrive as One Arkema, comprised of many businesses and brands including Bostik, ArrMaz, and more! and operating with a global reach in 55 countries with more than 21,100 employees. Each one contributes to positioning Arkema as a recognized leader of specialty chemicals and advanced materials, reporting annual sales of €11.5 billion, of which 2.6% allocated to R&D for 1,800 researchers in 16 R&D centers.

If you pursue excellence, love innovation and are inspired by challenges, we encourage you through www.arkema.com to learn more about our values - Solidarity, Performance, Simplicity, Empowerment, and Inclusion - and how we concentrate on advances in bio-based and recyclable materials, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation.

Reaching far beyond your discoveries!

The legal information below pertains specifically to positions posted in the United States, however we strive for diversity, equity and inclusion in all the countries that we hire.
Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting and hiring.

Visit our LinkedIn ,Youtube , X , Facebook ,Instagram

Who we are? Arkema is a world leader in Innovative Materials for a Sustainable World with the ambition to become a pure Specialty Materials player.
We thrive as One Arkema, comprised of many businesses and brands including Bostik, ArrMaz, and more! and operating with a global reach in 55 countries with more than 21,100 employees. Each one contributes to positioning Arkema as a recognized leader of specialty chemicals and advanced materials, reporting annual sales of €11.5 billion, of which 2.6% allocated to R&D for 1,800 researchers in 16 R&D centers.
If you pursue excellence, love innovation and are inspired by challenges, we encourage you through www.arkema.com to learn more about our values - Solidarity, Performance, Simplicity, Empowerment, and Inclusion - and how we concentrate on advances in bio-based and recyclable materials, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation.
Reaching far beyond your discoveries!

The legal information below pertains specifically to positions posted in the United States, however we strive for diversity, equity and inclusion in all the countries that we hire.
Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting and hiring.

Visit our LinkedIn ,Youtube , X , Facebook ,Instagram