Customer Service & Inside Sales Manager

Customer Service & Inside Sales Manager (1505)

• Title:Customer Service & Inside Sales Manager

• Group Company: Mitsubishi Chemical Advanced Materials

• Location:Reading, PA

• Employment Type:Full time

Group Company

• Mitsubishi Chemical Advanced Materials

Mitsubishi Chemical Advanced Materials is a leading global manufacturer of high-performance thermoplastic materials in the form of semi-finished products and finished parts. The company has locations in 20 countries and more than 2,800 employees. Its specialty engineering thermoplastics and composites are superior in performance to metals and other materials and are used in a wide range of applications, primarily in the capital goods industry. The company is continuously developing new areas of applications in close cooperation with industry leaders in a broad variety of customer markets. The Mitsubishi Chemical Advanced Materials Group is well prepared to further expand its market leadership position.

Supporting the vision of our holding company, Mitsubishi Chemical Holdings Corporation (MCHC) (~~~) , Mitsubishi Chemical Advanced Materials is committed to the realization of KAITEKI, "a sustainable condition which is comfortable for people, society and the Earth". To realize this vision, the MCHC Group engages in corporate activities that provide products, technologies and services based on the comprehensive capabilities of the Group in the Performance Products Domain, Industrial Materials Domain and Health Care Domain, with chemistry as the basis of our activities. We jointly express and promote our commitment under the corporate brand THE KAITEKI COMPANY.

Job Purpose

The Customer Service & Inside Sales (CS&IS) Manager for Engineered Shapes and Solutions (ES&S) will lead our customer service and inside sales teams for all businesses in ES&S in the USA, including Shapes, ES Solutions (Parts), MediTECH and Linings to be Best-in-Class for Customer Experience. The ideal candidate will be passionate about delivering exceptional customer service, possess strong leadership skills, have a proven track record of driving customer satisfaction and demonstrating ability to grow revenue and optimize margins by bringing value to the customer base. The CS/IS Manager will be responsible for enhancing the customer's experience, set expectations, drive continuous improvement, develop team members, and oversee the day-to-day processes within the department.

Principal Accountabilities

Leadership and Strategy :

• Implement and execute the customer service & sales strategy in alignment with the ES&S goals and objectives.

• Lead, mentor, and motivate a team of customer service & inside sales representatives to achieve individual and team goals.

• Provide ongoing training and development to ensure the team is equipped with the skills and knowledge needed to deliver outstanding service.

Performance Management:

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of the customer service & inside sales team.

• Analyze performance data and implement improvement strategies to enhance efficiency and customer satisfaction.

Operational Management:

• Implement and manage commercial policies and procedures as documented by our ISO manual including, as appropriate, quoting, order entry and tracking, pricing adherence, rebates and returns.

• Ensure timely and accurate responses to customer inquiries, complaints, and requests.

• Acts as a liaison between the customer service / inside sales department and other functions in ES&S

Customer Experience Enhancement:

• Co-Develop and implement strategies to improve the overall customer experience based on customer segmentation and business priorities.

• Work cross-functionally to gather customer feedback and insights, utilizing this information to drive continuous improvement in service delivery.

Team Development :

• Recruit, develop and evaluate staffing according to established practices and agreed upon metrics.

• Foster a culture of continuous improvement and exceptional customer experience.

• Set performance goals and provide regular feedback to team members.

Customer Relationship Management :

• Build and maintain strong customer relationships by addressing complex issues and escalations.

• Monitor customer feedback and use it to make improvements.

Technology and Tools:

• Implement and manage technologies and tools, including ERP transactional systems, ~~~, knowledge repositories and other appropriate IT systems.

• Identify opportunities for and help drive process automation and continuous process improvement, including the use of EDI, Customer Portal and other applications.

Reporting and Analytics:

• Collect and analyze data on customer service performance and customer satisfaction.

• Provide regular reports and insights to senior management.

Knowledge / Skills / Experience

• Bachelor's degree in business, management, or a related field

• Minium 5 years' experience in customer service leadership preferably in chemical or manufacturing industry.

• Strong knowledge of customer service principles, practices, and technologies.

• Strong communication skills to engage with customers and troubleshoot order issues.

• Thorough knowledge of software packages and systems (e.g., SAP, Excel, Word).

• Ability to read, analyze, and interpret business materials.

• Proficiency in writing reports and business correspondence.

• Effective presentation skills for diverse audiences, including technical and purchasing staff.

• Problem-solving, data collection, and interpretation.

• Ability to handle abstract and concrete variables.

Pay Transparency (complete highlighted sections)

• The salary range for this position is $115,580 - $141,260. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

• Competitive Benefits

• Benefits begin on DAY 1!

• Employee Assistance Programs

• Curated Self-Paced Learning & Development Programs for all Employees

EEO Statement

Mitsubishi Chemical Corporation values diversity in the workplace, is committed to a policy of equal employment opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law.

Applicants with disabilities may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or other applicable laws. If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact Talent Acquisition.