Customer Service Supervisor

Customer Service Supervisor

IMCD US is hiring a Customer Service Supervisor based in our Westlake, OH office. This role will support and lead a team of 8-12 Customer Service Representatives. Primary focus will be with the Food & Nutrition business unit while working cross functionally with our commercial team, principal management and supply chain.

IMCD US is a leading global distribution partner and formulator of specialty chemicals and ingredients. Our vision to transform the distribution industry by continuously adding value to the supply chain through expertise and innovation, is what still drives us today. Today, we have operations in over 50 countries, where we successfully combine local knowledge with global expertise to obtain sustainable results. IMCD is a strong, innovative business partner and accelerator of solutions for suppliers and producers of consumer, industrial and durable goods in diverse business sectors. Our commercial excellence and solid operations structure facilitate healthy growth. The CSS will play a key role in driving outstanding service for our growing business. The role will act as a service expert and support the connection of our key service performance indicators to the outcomes driven by the customer service team. This role will report in through the Customer Service Manager. Critical in executing our strategic growth plan, providing high touch internal customer support, ensuring service excellence and process improvement, this role presents a unique opportunity for an outgoing, highly driven person with a well-rounded skill set. The ideal candidate will have a solid grasp of service excellence, order fulfillment, and be both willing and eager to take on a variety of tasks. This role uses analytical and process acuity to help deliver commercial outcomes. Familiarity with the customer journey, service process, and ability to drive customer service metrics is imperative for the right candidate. The role entails cross-functional collaboration, solution-oriented thinking and problem-solving work, an affinity for relationship-building, and strength in execution. As a Customer Service Supervisor, you are responsible for providing continuous high standards of customer service, minimizing customer effort while maximizing the customer experience and loyalty. You are responsible for leading a team, motivating, and coaching them to elevate the performance of the organization by ensuring a consistently outstanding customer experience over time.

Manage a diverse team to achieve daily goals while maintaining a great customer experience

Develop processes to support departmental goals and meet customer needs

Develop, measure, and analyze team metrics performance to gain efficiency via Tableau

Identify opportunities for process improvements and system enhancements to improve the performance of the Customer Service department and primary Business Unit

Interface with internal Business Units on practices and procedures

Interface with various levels of the organization, including IMCD commercial team, Principal Managers and Principals to resolve customer escalations

Establish departmental goals and implement performance management, reward, and recognition practices within the team

Conduct performance evaluations for the team, identifying strengths and weaknesses and offering coaching and mentoring

Exercise good commercial judgment and operate in a highly visible, high-pressure environment

Demonstrate behavior supportive of IMCD Values : Entrepreneurial, Partnership, Financial, Discipline, Integrity & Trust, Freedom to Act

Responsible for staffing and coverage within the Customer Service department & Primary Business Unit (i.e. : Vacation, unscheduled absences, vacation approval)

Strong PC skills in word processing and spreadsheet analysis

Strong organizational, communication and time management skills to deal with both internal and external customers

Ability to perform detailed analyses and problem solving

Deadline-driven, detail oriented, conscientious, and able to multitask

Communicate effectively with a variety of contacts, including senior management

Proficient with Microsoft Office suite including Word, Excel, and PowerPoint

Able to identify, analyze and solve relevant business problems in a timely manner

Able to operate effectively in a fast-paced work environment, manage competing demands and deal with potential changes, delays, or unexpected events

Able to operate with a high degree of autonomy and, at the same time, comfortable following instructions, respond to management direction and solicit feedback to improve performance

Able to read and write the English language sufficiently to understand, articulate and create effective and error free instructions and communications

Flexible to work an occasional evening or weekend

Authorized to work in the U.S. without sponsorship now or in the future

Distribution Experience

Bachelor's degree or 5 years of relevant experience in Call Center Management

3 years of supervisory experience

Bachelor's degree in business administration, communication or equivalent

Business Acumen

Problem Solving / Analysis

Customer / Client Focus

Communication Proficiency

Teamwork Orientation

This position has supervisory responsibility of 8-12 customer service representatives.

This job currently operates on a hybrid schedule rotating between in-office and remote work environments. This role routinely uses standard office equipment.

This is a full-time position, and the hours of work and days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwise directed. Additional hours may be required as needed.

Up to 15% travel is expected for this position

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

If you want to make a real difference and work for a growing and expertise-driven company, then we'd love to hear from you. We're looking for people who are experts in their field, be it technical, commercial, or managerial. By joining IMCD, you'll be part of an entrepreneurial, fast-growing group of ambitious and like-minded professionals, where you'll have the freedom to make your own mark. We are committed to delivering value and acting responsibly. As we grow, we keep our founders' entrepreneurial spirit intact, creating a world of opportunity. As a truly international company, we have a presence in cities including Singapore, Melbourne, Milan, Cologne, Paris, Zurich, Los Angeles, So Paulo and Toronto. Our Group Office is in Rotterdam, the Netherlands and our shares are traded on the Amsterdam Euronext market, where we are part of the large cap AEX index.