Customer Service Manager

at  Ecolab

At Ecolab, we take on some of the world’s most meaningful challenges, helping customers achieve clean water, safe food and healthy environments. The primary focus of the Customer Service Manager is to oversee the Customer Service group to ensure customers are set-up and maintained with high quality, efficiency and with adherence to global standards. The Customer Service Manager will have a close business relationship with all levels of the divisions support; understand their sales initiatives, strategy, and requirements for customer structure. They’ll develop a high performing team and meet staff requirements to deliver SLA’s and value added support.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree, or demonstrated equivalent work history in leading complex work groups
• Leadership experience across multiple groups and business units, Customer Service-oriented will be preferred.
• Supervisory experience over multi-process teams

PREFERRED QUALIFICATIONS:

• High potential for next level position
• Excellent oral, written, and presentation skills with demonstrated experience
• Ability to manage, assess and develop a large staff
• Ability to work independently in a multi-division, fast paced environment
• Analytical thinker
• Green Belt certified
• Experience with Microsoft Office Suite software (Excel, PowerPoint, Word, Visio, Access and Outlook), and SAP
• Knowledge of Ecolab’s policies and procedures
• High level of working knowledge of the systems and technology for the businesses and programs supported
• Customer Service or Customer Master Data Experience

Talent Development

• Hire, recruit, and employ the organization with diverse future leaders and talent
• Develop both individual contributor roles and managing others
• Ensure all associates have a current development plan, regular career path reviews, with active development plans and career path progress
• Ensure a healthy succession bench and feed talent into the Company
• Take effective actions to ensure teams have expandable and transferrable skills
• Make staffing decisions to address performance needs and continuously improve team skill level
• Effectively utilizes recognition and reward systems

Leadership

• Drive the Ecolab Leadership Model
• Embrace the Ecolab culture of putting customers first
• Promote teamwork and a positive environment
• Drive the LSS DMAIC project methodology and instill a culture of continuous improvement
• Is recognized as a role model and openly communicates with others

Relationships

• Have a key role with the Division Sector and Operational leadership team
• Take actions to consistently increase customer satisfaction
• Maintain existing relationships with vendors, customers, corporate and all levels of field sales management
• Addresses and resolves issues raised by internal and external customers in a timely manner with root cause and corrective actions being taken
• Drive results through knowledge-based relationships with other departments, divisions, functions and customers
• Openly communicate with associates, peers, and manager with transparency, trust, and engagement

Innovation

• Encourages subordinates to take risks and provide a safety net for them in an open environment
• Proactively seek out and drive process efficiency using CI process
• Lead change and demonstrate change agility
• Foster an environment to improve job processes and procedures

Delivering Results

• Deliver consistent high-quality results in new and replicable ways
• Effectively use control mechanisms to maintain results and quickly bring results back into control
• Deliver high quality individual and team performance that meets personal and team targets, due dates, and quality standards measured by department KPI’s and SLA’s