Senior Customer Service Manager

Company Background Sensience is a leading global manufacturer of highly engineered sensing, control, and sealing components. We deliver mission-critical protection and valuable data for a wide range of systems, including appliances, heating, air conditioning, refrigeration units, industrial process equipment, motor vehicles and aircraft. Headquartered in Columbus Ohio, we have over 3,000 employees worldwide across 5 manufacturing facilities dedicated to keeping people and their homes safe.   Sensience brings a track record of over 75 years of innovation, quality, specialized expertise, a highly collaborative approach, and a commitment to growth – working together with our customers as a valuable partner, helping to meet their critical objectives. We recently re-established ourselves as an independent company and looking for entrepreneurial minded candidates to help our company grow.   Position Summary The Sr. Manager of Customer Service is responsible for establishing and overseeing cross-functional programs that enhance merchant experience and manage the flow of the customers’ orders from receipt of the order to timely delivery of the product at the customer’s location.  The incumbent also serves as the first contact for sales support questions, non-technical service functions, and the distribution of these throughout the organization. This role will effectively manage a team of Customer Service Reps that service the global markets as well as collaborate cross-functionally to ensure alignment with company goals. Position Responsibilities: Lead, mentor, and develop a high-performing global Customer Service team, fostering a positive and collaborative work environment. Develop and implement customer service strategies that align with organization objectives to enhance customer satisfaction and loyalty Oversee follow-ups on customer orders and customer finished goods management to ensure customers demand aligns with production. Ensure timely communication with the customers and appropriate escalations.  Communicate when necessary with customers and sales representatives to discuss situations and their progress. Collect and analyze customerservice department metrics to identify continuous improvement opportunities and implement project to improve process efficiency and quality.  Maximize use of Oracle, and other tools to track and update customers on orders. Create and maintain Customer Service processes and procedures, and work instructions. Improve processes where possible; ensure proper processes and regulations followed. Other duties and/or special projects as needed. Cross department Collaboration – Work with marketing, sales and product teams to address customer needs Handle customer escalations Develop protocols for managing service disruptions or crises       Position Requirements: Bachelor’s degree or equivalent experience. Minimum five years of experience working in activities related to customer service. Minimum of three years experience in global customer service, with progressive leadership roles Experience in managing MRP systems such as Oracle. General knowledge MS OFFICE, PULL, JIT, KANBAN. Customer focus and customer satisfaction. Identify customer needs; act and think from a customer perspective while keeping the company's objectives in mind. Proactive: look for opportunities and take initiative. Proven track record of improving customer satisfaction and team performance Sensience is an Equal Opportunity Employer (EOE):  race, ethnicity, religion, sex, gender or gender identity, sexual orientation, age, disability, national origin, or any status protected by applicable law. This is not a position for which sponsorship will be provided. Individuals who need sponsorship for work authorization now or in the future are not eligible for hire.