Saint-Gobain

Position description

If you want to reshape the world and discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers.

We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

The Customer Service Manager is responsible for the effective leadership of the site customer service team. This role includes oversight of the daily service related activities and the coordination with multiple North American manufacturing sites.

This position will be involved in developing policies and procedures that improve the overall health of the business including our ability to efficiently respond to our customer’s needs. In addition, this role will be involved in regular communication to all functional groups throughout the organization.

This job role consists of: developing customer service standards, policies and procedures for the organization or department, analyzing data or statistics to identify the customer service level, the organization is providing, solving and investigating customer’s long-standing or complex problems passed on by the customer service representatives, supervising customer service team, learning about the products or services of the organization, and following up-to-date with modifications, and training staff or employees to deliver excellent customer service and involvement of staff appraisals and recruitment process. The Customer Service Manager must have the ability to step in and assist the team with day to day operations in the event of a staff shortage.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Business Administration or related field required.
• Minimum 5 years experience in the leadership and management of a customer service organization preferred.
• Proven ability to lead and manage a team of people required.
• Experience in working in a team/group and proven to take a lead role in guiding/leading/mentoring others required.
• Knowledge of business systems needed to effectively run the department required.
• Ability to recognize process and procedure improvements required.
• Project management skills and the ability to work independently and as part of a global team.
• Enhanced computer skills including Microsoft Office Suite.
• Willingness and ability to adapt to changing technologies such as CRM software and social media tools.

Additional Requirements

• Leadership & Development of the Beaverton Customer Service organization. Includes recruiting, career planning, training, retention, and performance improvements of the talent within the team.
• Development and management of the organization's customer service policies and coordination (harmonization) of these with other sites in NA.
• Support the daily business activities such as pricing, quoting, quality complaints, order entry. Ensure that the team activities are promoting revenue growth and contributing to the overall financial well-being of the business.
• Maintain sufficient product and business knowledge for effective customer communication including customer problem resolution. Coordinate regular customer communications including but not limited notifications of policies, product, and lead time changes and surveys.
• Regularly communicate with site and business management on the status of the customer base and ensure that customer service activities are in alignment with the business strategy.

Who are we ?

Saint-Gobain’s innovations touch almost every major industry around the world. Within its Life Sciences division, teams are solving critical problems for customers who are getting life-saving medical devices to the frontlines of healthcare, discovering essential medications, and nourishing and connecting the world through consumer, industrial and electronics applications. As one of the world’s leading producers of high-performance polymer products, we improve lives by making simple experiences better and being there in life’s critical moments.

Our team members recognize that we all create the environment for people to succeed, with a culture built on respect, open and honest communication, and honoring our commitments to our customers and each other. And at the heart of our culture, we’ve learned working together makes good ideas, great ones.

With a legacy dating back more than 350 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths.

Every team member is encouraged to develop and leverage their unique expertise and strengths to make the greatest impact on the company and our end users. At Saint-Gobain, you’re empowered and equipped with countless opportunities and resources for professional development. You will find the support you need to create a vision and roadmap for your career, and make that vision a reality.

Invent yourself at Saint-Gobain Life Sciences; and together, we’ll create a better life.

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.