Job Title

Customer Service SupervisorMake sure to apply with all the requested information, as laid out in the job overview below.Customer ServiceSupervisorIMCD US currently has an opening for aCustomer Service Supervisor. This role is based in our Corporate Headquartersin Westlake, Ohio. COMPANYBACKGROUNDIMCD US is a leading global distribution partner and formulator ofspecialty chemicals and ingredients. An entrepreneurial group founded IMCD in1995 in the Netherlands. Our vision to transform the distribution industry bycontinuously 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 successfullycombine local knowledge with global expertise to obtain sustainable results.IMCD is a strong, innovative business partner and accelerator of solutions forsuppliers and producers of consumer, industrial and durable goods in diversebusiness sectors. Our commercial excellence and solid operations structurefacilitate healthy growth.The CSS will play akey role in driving outstanding service for our growing business. The role willact as a service expert and support the connection of our key serviceperformance indicators to the outcomes driven by the customer service team.This role will report in through the Customer Service Manager. Critical inexecuting our strategic growth plan, providing high touch internal customersupport, ensuring service excellence and process improvement, this rolepresents a unique opportunity for an outgoing, highly driven person with awell-rounded skill set. The ideal candidate will have a solid grasp of serviceexcellence, order fulfillment, and be both willing and eager to take on avariety of tasks. This role uses analytical and process acuity to help delivercommercial outcomes. Familiarity with the customer journey, service process,and ability to drive customer service metrics is imperative for the rightcandidate. The role entails cross-functional collaboration, solution-orientedthinking and problem-solving work, an affinity for relationship-building, andstrength in execution. As a CustomerService Supervisor, you are responsible for providing continuous high standardsof customer service, minimizing customer effort while maximizing the customerexperience and loyalty. You are responsible for leading a team, motivating, andcoaching them to elevate the performance of the organization by ensuring aconsistently outstanding customer experience over time. Successful candidates will beresponsible to: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)Skills: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 ExperienceRequired Qualifications:Bachelor's degree or 5 years of relevant experience in Call Center ManagementCompetencies:Business Acumen.Problem Solving/Analysis.Customer/Client Focus.Communication Proficiency.Teamwork Orientation.Supervisory Responsibility:This position has supervisory responsibility.Work Environment:This job currently operates on a hybrid schedulerotating between in-office and remote work environments. This role routinelyuses standard office equipment. PositionType/Expected Hours of Work:This is a full-time position, and the hours of workand days are Monday through Friday from 8 a.m. to 5 p.m., unless otherwisedirected. Additional hours may be required as needed. Travel:Up to 15% travel is expected for this positionOther Duties:Please note this job description is not designed tocover or contain a comprehensive listing of activities, duties, orresponsibilities that are required of the employee for this job. Duties,responsibilities, and activities may change at any time with or without notice.IMCD OffersIf you want to make a real difference and work for a growing andexpertise-driven company, then we'd love to hear from you. We're looking forpeople who are experts in their field, be it technical, commercial, ormanagerial. By joining IMCD, you'll be part of an entrepreneurial, fast-growinggroup of ambitious and like-minded professionals, where you'll have the freedomto make your own mark. We are committed to delivering value and actingresponsibly. As we grow, we keep our founders' entrepreneurial spirit intact,creating a world of opportunity. As a truly international company, we have apresence in cities including Singapore, Melbourne, Milan, Cologne, Paris,Zurich, Los Angeles, Sí£o 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.