Customer Care Manager- DK Chemicals at Dorf Ketal

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jun, 26

Salary

0.0

Posted On

18 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Performance Management, Order Entry, Invoicing, Data Analysis, Root Cause Analysis, Coaching, Mentoring, Staffing, Workflow Management, Process Improvement, Troubleshooting, UOMS, Incoterms, Account Distribution, ISO 9001, RCMS

Industry

Oil and Gas

Description

JOB TITLE: Customer Service Manager DEPARTMENT: Customer Service REPORTS TO: Vice President – Supply Chain ROLE SUMMARY: Lead and Develop Dorf Ketal’s North America’s Customer Service Team responsible for Order to Cash Process. This will include managing the performance of the team members using performance management tools such as appraisals, statistical information regarding customer coverage, transactions performed and feedback from internal and external customers. KEY RESPONSIBILITIES: * This role will be responsible for identifying opportunities for identifying and implementing best practice solutions that ensure on time order entries, correct shipment of the product, on time deliveries, accurate and timely invoicing. * Lead self-initiated projects and those identified/assigned with measurable deliverables. * Use metrics and other data such as invoice accuracy to analyze problems, identify root cause, and create corrective action plans. * Support Responsible Care. * Provide support to the team in case of CSR absences. * Motivate, mentor and coach the CSR team members to help them achieve their highest * performance level. * Monitor performance to observe employee’s demeanor, technical accuracy and conformity to company policies. * Using metrics align and level staffing to meet business requirements and productivity goals. * Use a regular meeting cadence within the department to keep the CSR Team focused, accountable for results, and informed. * Research, troubleshoot, and correct transaction problems. * Streamline processes to achieve increased efficiency and effectiveness. * Determine work procedures, prepare work schedules, and expedite workflow. Write and maintain procedures that affect customer order processing and the replenishment process * Understanding of UOM’s, Incoterms and appropriate application thereof. * Distribute accounts to customer account representatives * Assist account representatives with problem solving. * Analyze, structure and derive solutions for miscellaneous supply chain performance and organizational topics. * Support and assist in implementing and maintaining certified management systems ascribed to by DKC such as ISO 9001. Identify training needs of personnel. Promote awareness of risks and opportunities associated with their work. Maintain an understanding of the Quality policy and how they personally contribute to meeting DKC objectives and goals * Support and assist in implementing and maintaining the RCMS program. Identify training needs of personnel.  Promote awareness of the RCMS guiding principles and Dorf Ketal's HSSE policy, objectives and goals in addition to how they can contribute to them. * Other projects as required. SUPERVISORY RESPONSIBILITIES: * This job has 10-15 direct reports CORE QUALIFICATIONS: * Education * Bachelor’s degree. * Experience/Skills * Technical, Managerial and HR Skills required. * 7+ Years Experience with minimum 3-4 years in Customer Service Manager Experience in Oilfield & Gas Industry. * Exposure to International trade. * Good Communication, Listening and Problem Solving Skills. * Proficient at MS Excel and PowerPoint, ERP (Oracle/Datacor/SAP). Work Conditions: This position requires working in a standard office environment with moderate noise levels, primarily sitting at a computer workstation. Employees will need to be able to lift light objects, have close vision for computer work, and communicate effectively with colleagues and clients via phone, email, and in-person interactions.

Responsibilities

This role involves leading and developing the North America Customer Service Team, focusing on managing the Order to Cash process and ensuring performance through appraisals and data analysis. Key duties include implementing best practices for order entry, shipment accuracy, timely delivery, and invoicing, while also mentoring staff and streamlining processes.