North America Customer Service Experience Representative Lead

We’re Hiring!

North America Customer Service Experience Representative Lead

At Envu, we partner with our customers to design world-class, forward-thinking innovations that protect and enhance the health of environments around the world. We offer dedicated services in: Professional Pest Management, Forestry, Ornamentals, Golf, Industrial Vegetation Management, Lawn & Landscape, Mosquito Management, and Range & Pasture.

Envu brings together diverse points of view to look beyond chemistry and dare to explore new paths forward. Guided by our inclusive culture, we embrace change and flexibility, tackling our customers’ toughest challenges proactively, passionately and with an entrepreneurial spirit.

We pursue our ambitions collaboratively because we know that a unified and empowered team is an unstoppable force, allowing us to achieve our vision of healthy environments for everyone, everywhere. Join Us.

Envu is proud to be Great Place to Work Certified in the US, France, and India. (June 2024 - June 2025)

FUNCTION: CFO

LOCATION: Cary, North Carolina, USA

TYPE: Permanent

GET TO KNOW YOUR AREA:

• Lead a team of customer service reps for all NA business segments
• Act as the customer service representative for US Turf and Ornamental Business
• Play a leadership position in customer experience improvements and assist in current and future business integration needs.

YOUR MISSION WILL BE TO:

• Responsible for a team, which consists of three FTE and one Contractor. This includes managing the team and performing performance reviews for the FTE.
• Responsible for the Product Supply relationship with all Envu Business Segment customers with an emphasis on assigned segments and developing strong relationships in a proactive, intentional way
• Analyze account history and develop operational plans in conjunction with Key Account Leads to create mutually beneficial approaches that support and influence the accounts behavior for the achievement of Envu business targets
• Implement continuous improvements in operational efficiencies and customer experience and influence Account adoption of new processes tools and systems
• Manage all order management activities from order creation (including promotion of product substitutions and upsells), product allocations, backorder management, delivery management and invoicing while providing constant communication with accounts for order status, supply availability and timing;
• Manage all order management activities and communications associated with complaints, errors and returns including analysis, investigation and resolution
• Be accountable for ensuring account structure and relationships are properly maintained in Envu’s systems
• Identify and deliver cross functional solutions to achieve operational excellence within Product Supply processes that can be shared with customers to enhance their business
• Understand regional supply strategies and partner cross-functionally to optimize orders, manage product allocation plans and deliveries while driving marketing programs, Envu business targets and operational needs
• Seek customer feedback to track satisfaction level and identify solutions where there are gaps;
• Ensure accuracy in pricing, credit management, regulatory compliance and program requirements through detailed analysis, research and management of order blocks
• Responsible for identifying & delivering cross-functional solutions to achieve Operational Excellence.
• Stimulate efficiency of order management, support regional & brand standardization for SAP transactional and support processes
• Maintain knowledge and expertise necessary to support all Envu Business Divisions and provide support and back-up for the entire Customer Service organization
• Collaborate with contractor team members for training, transactional execution and support

ARE YOU READY FOR THE ROLE?

Main requirements:

• No Degree 10 years of overall supply chain or customer service experience​
• Associate Degree 3 to 5 years of overall supply chain or customer service experience​
• Bachelors Degree 1-3 years of overall supply chain or customer service experience
• ​Self-motivated, results oriented with a process improvements mindset able to work independently with minimal supervision
• Works well in a team environment to achieve common goals & has ability to provide guidance & direction to others to achieve results with some supervision.
• Excellent customer service & influencing skills with very strong written and verbal communication skills
• High agility in a fast paced environment will ability to effectively work in a matrix environment
• Problem solving and decision making ability based on data and analytical prowess
• Key Competencies: customer focus, collaboration, negotiation, relationship and conflict management & critical thinking
• Advanced systems technology skills, especially with common MS office applications, including D365 or other ERP systems such as SAP

Environmental Science U.S. LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

By applying for this position, you agree that your personal data are going to be processed and recorded by Envu for recruitment purposes only. For candidates who are not selected for this position, personal data will be kept for a period of two years and then permanently deleted.

We will soon be in touch to let you know the next steps to be taken!