At SI Group, we aspire for all employees to live and work to their full potential. We foster a unique environment where each employee is empowered to create value for our business with a commitment to safety and compliance. We promote personal and professional success that aligns with productivity and extraordinary results. Become a Catalyst for Change and help ignite impossible.
The Role: As the Customer Experience Lead, reporting to the Sr. Manager, Customer Experience - Americas, you will be responsible for responsive, proactive, efficient, reliable, timely, accurate customer order management (from internal and external stock locations to customers) from order receipt to billing and maintaining customer data held in the ERP system. Additionally, you will lead the team and interface with other functions accordingly, ensuring that operational requirements are fully understood.
How You Will Make an Impact: Order Management Evaluate customer orders to ensure acceptance based on product availability, logistics, and other criteria.Accurately enter customer orders into the ERP system for efficient handling.Work closely with Sales & Marketing to verify pricing, payment, and freight terms for each order.Support Logistics by creating necessary documents for shipments and coordinating with freight forwarders.Ensure timely and accurate invoicing, and handle customer queries and complaints as needed.Manage customer returns and complaints, and ensure proper entry into corporate systems.Provide after-hours emergency coverage on a rotating basis to address customer supply issues.Customer Management Monitor and analyze customer order patterns and provide insights to other departments.Communicate with assigned customers to review forecasts and address any issues.Participate in productivity sessions at customer sites or internal meetings.Prepare specialized reports and manage specific market development projects.Systems Management Maintain and update customer data (addresses, partners, specifications) in the ERP system.Conduct integrity testing for ERP upgrades or fixes.Complete all required training in a timely manner.Lead and develop the customer order management team, including performance management and training.Drive continuous improvement initiatives in collaboration with the Sr. Manager of Customer Experience.Manage key performance indicators (KPIs) to ensure optimal operational performance.Creating Extraordinary Starts With: Minimum 5 years of related experience.High degree of computer and software proficiency, specifically Microsoft Office (Word, Excel, PowerPoint, Outlook).Experience with SAP a plus.Team leadership experience a plus.What We Value: We strive for all employees to nurture physical, mental, and emotional health both personally and professionally. Our commitment to health and wellness centers around prevention, early detection, and embracing a healthy lifestyle. Some offerings may vary by role or region, but may include:
Physical Health benefits including competitive Medical, Dental, and Vision packages, company contribution to Health Savings Account, cash incentive for Annual Physical and reimbursement.Financial Wellness opportunities including company paid life insurance and disability plans, 401(k) Retirement Plan with generous company match, and certified Financial Planning & Investment services.Mental Health benefits including generous Paid Time Off and 10 Paid Holidays, Paid Parental Bonding Leave, and much more!The salary range for this position is $68,000-$100,000 annually. The specific salary offered will be determined by a variety of factors including location, experience, and education.About UsEssential Solutions with Extraordinary Results SI Group is a global leader in the innovative technology of performance additives, process solutions, active pharmaceutical ingredients, and chemical intermediates. Our solutions are essential to many diverse industries and applications, creating extraordinary results. We drive value by enhancing the quality, performance, and durability of countless items we use every day.
We are on a journey to captivate our customers at every level. Whether that means expanding our capabilities, global reach, or providing new innovations and technologies that create value. Our approach is customized to exceed customer needs and deliver superior performance.
Job InfoJob Identification: 1257Posting Date: 10/17/2024, 12:46 PMJob Schedule: Full timeLocations: Schenectady, NY, United States; The Woodlands, TX, United States
#J-18808-Ljbffr