Customer Care Manager- DK Chemicals

Dorf Ketal•Houston, TX

About The Position

Lead and Develop Dorf Ketal’s North America’s Customer Service Team responsible for Order to Cash Process. This will include managing the performance of the team members using performance management tools such as appraisals, statistical information regarding customer coverage, transactions performed and feedback from internal and external customers. This role will be responsible for identifying opportunities for identifying and implementing best practice solutions that ensure on time order entries, correct shipment of the product, on time deliveries, accurate and timely invoicing. Lead self-initiated projects and those identified/assigned with measurable deliverables. Use metrics and other data such as invoice accuracy to analyze problems, identify root cause, and create corrective action plans. Support Responsible Care. Provide support to the team in case of CSR absences. Motivate, mentor and coach the CSR team members to help them achieve their highest performance level. Monitor performance to observe employee’s demeanor, technical accuracy and conformity to company policies. Using metrics align and level staffing to meet business requirements and productivity goals. Use a regular meeting cadence within the department to keep the CSR Team focused, accountable for results, and informed. Research, troubleshoot, and correct transaction problems. Streamline processes to achieve increased efficiency and effectiveness. Determine work procedures, prepare work schedules, and expedite workflow. Write and maintain procedures that affect customer order processing and the replenishment process Understanding of UOM’s, Incoterms and appropriate application thereof. Distribute accounts to customer account representatives Assist account representatives with problem solving. Analyze, structure and derive solutions for miscellaneous supply chain performance and organizational topics. Support and assist in implementing and maintaining certified management systems ascribed to by DKC such as ISO 9001. Identify training needs of personnel. Promote awareness of risks and opportunities associated with their work. Maintain an understanding of the Quality policy and how they personally contribute to meeting DKC objectives and goals Support and assist in implementing and maintaining the RCMS program. Identify training needs of personnel.  Promote awareness of the RCMS guiding principles and Dorf Ketal's HSSE policy, objectives and goals in addition to how they can contribute to them. Other projects as required.

Requirements

Bachelor’s degree.
Technical, Managerial and HR Skills required.
7+ Years Experience with minimum 3-4 years in Customer Service Manager Experience in Oilfield & Gas Industry.
Exposure to International trade.
Good Communication, Listening and Problem Solving Skills.
Proficient at MS Excel and PowerPoint, ERP (Oracle/Datacor/SAP).

Responsibilities

Identifying opportunities for identifying and implementing best practice solutions that ensure on time order entries, correct shipment of the product, on time deliveries, accurate and timely invoicing.
Lead self-initiated projects and those identified/assigned with measurable deliverables.
Use metrics and other data such as invoice accuracy to analyze problems, identify root cause, and create corrective action plans.
Support Responsible Care.
Provide support to the team in case of CSR absences.
Motivate, mentor and coach the CSR team members to help them achieve their highest performance level.
Monitor performance to observe employee’s demeanor, technical accuracy and conformity to company policies.
Using metrics align and level staffing to meet business requirements and productivity goals.
Use a regular meeting cadence within the department to keep the CSR Team focused, accountable for results, and informed.
Research, troubleshoot, and correct transaction problems.
Streamline processes to achieve increased efficiency and effectiveness.
Determine work procedures, prepare work schedules, and expedite workflow.
Write and maintain procedures that affect customer order processing and the replenishment process
Understanding of UOM’s, Incoterms and appropriate application thereof.
Distribute accounts to customer account representatives
Assist account representatives with problem solving.
Analyze, structure and derive solutions for miscellaneous supply chain performance and organizational topics.
Support and assist in implementing and maintaining certified management systems ascribed to by DKC such as ISO 9001.
Identify training needs of personnel.
Promote awareness of risks and opportunities associated with their work.
Maintain an understanding of the Quality policy and how they personally contribute to meeting DKC objectives and goals
Support and assist in implementing and maintaining the RCMS program.
Promote awareness of the RCMS guiding principles and Dorf Ketal's HSSE policy, objectives and goals in addition to how they can contribute to them.
Other projects as required.