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Reference Number: 10852
Location: Georgia, United States

Our Client, a multi-site manufacturer of water-soluble polymers, has an immediate opening for a Senior Customer Service Manager at one of its sites in Georgia.


Job Description
The Senior Customer Service Manager will be responsible for Customer Service activities of the Company. Directly and indirectly manage a team of customer service representatives, leads, and junior manager and provides coaching and guidance in the support of the Company’s customers. Establishes goals and metrics for the customer service support function, measures team performance, tracks customer complaints or inquiries, and recommends changes to services to meet or exceed customer requirements. Sr. Customer Service Manager may directly handle more complex inquiries from critical customers or accounts.


Essential Job Functions


  • Direct customer service function and department staff to assure optimal results, customer satisfaction and adherence to all environmental, health, safety and security policies, procedures and regulations.
  • Work with sales, customers, operations to establish effective customer service channels and the customer service resources and processes to meet those needs most cost effectively.
  • Direct customer service staff to ensure master data is set up and maintained accurately, order documentation in imaging systems are correct and order to Bill Activities are entered, shipped and billed properly.
  • Liaise and provide support to sales.
  • Seek continuous efficiency gains and cost reductions in all areas while maintaining customer satisfaction.
  • Provide leadership and direction to customer service staff including training, development, mentoring and performance management initiatives.
  • Direct and oversee the implementation and application of information technology to enhance customer service management. Use data to evaluate performance, quality, and continuous improvement.
  • Actively participate in development and fulfillment of policies, procedures, and business practices of the Company.
  • Ensure compliance with all environmental, health, safety, and security practices and regulations applicable to the Company and customer sites.
  • Maintain appropriate and open verbal and/or written communication with all Company personnel and provide assistance and/or information as requested.
    Maintain the confidentiality of the Company’s files, products, customers and proprietary information.
  • Actively participate or assist, as required, in the promotion and/or sales of the Company’s products and services.


  • A minimum of Bachelor Degree in Business or Technical Field is required. A BS Supply Chain Management preferred.
  • A minimum of ten years combined experience in customer service with a specialty chemical company including customer service management is required.
  • Position requires excellent organizational, interpersonal including listening, negotiation and presentation skills.
  • Must be Microsoft office literate at the intermediate to advanced level.
  • A strong customer-focus with the ability so support sales and gain their cooperation and respect.
  • Ability to address issues, follow up and implement solutions as required.
  • Experience with dealing with internal and external senior level management.
  • Ability to travel approximately 10% of the time..

Our Client offers competitive compensation, an excellent benefits package, relocation assistance and much more.


Please send your resume in Word.doc format to Reed Rogers at and refer to Job No.10852.