What are the responsibilities and job description for the Customer Service Manager position at Halocarbon?
About the Company - Founded on a commitment to innovation and quality, Halocarbon has been a leading producer of specialty fluorochemicals for over 60 years. Our expertise spans a diverse range of industries, including pharmaceuticals, agriculture, electronics, and more. By focusing on precision and sustainability, we manufacture critical materials such as fluorochemicals, inert lubricants, and anesthetic products that empower our partners to advance life sciences, enhance food security, and enable technological breakthroughs. With a dedicated team and a customer-first approach, Halocarbon is devoted to setting new standards for performance, reliability, and environmental responsibility in the chemical industry,
About the Role - The Customer Service Manager is a vital position to ensure success in Halocarbon’s Customer Service organization reporting to the Vice President of Supply Chain. This position is responsible for providing leadership to the Customer Service team and within the Supply Chain organization.
Responsibilities
- Be an active player in establishing and tracking key metrics for customer service performance
- Be a power user of the Chempax ERP Customer Service and Inventory management modules
- Provide on-going support to the growth of E-Commerce and engagement with the online customer through Chat Box and other online support tools
- Facilitate customer quotes, help monitor quote conversion rate, and support initiatives to establish a CRM tool
- Maintain focus on providing excellent customer service and continually seeking ways to innovate
- Proper handling of customer documents (electronic and hardcopy) – Run and/or maintain and distribute designated reports and performance metrics
- Provide leadership to direct reports and ensure adherence to performance expectations, behavioral standards and exemplifying Halocarbon’s Core Values
- Set and maintain guidelines for workflow with a perspective of continuous improvement
- Owns the customer incident reporting process to ensure customer issues are addressed appropriately
- Manages the International Documents Process and work with Regulatory team to ensure compliance when managing international orders
- Provide office management support for the Peachtree Corners corporate office
- Facilitate completion of customer requested forms and question
Qualifications - College Degree from a 4-year, accredited institution
Skills
- 3 years of experience in a Customer Service role/function with a commercial or supply chain organization is preferred
- 5 years of management experience and international order processing is preferred
- Background/experience working for a Manufacturing company is a plus
- Experience developing metrics and presenting departmental performance to senior leadership
Pay range and compensation package - Pay range or salary or compensation
Equal Opportunity Statement - Include a statement on commitment to diversity and inclusivity.
