Implementation Specialist
Thomson Reuters
Customer Service Manager, Admixtures
MAPEI USA
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $90,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead, coach, and develop the Customer Service team, including training, scheduling, performance management, and compliance with company policies.
- Build strong relationships with Sales, Operations, Shipping, and Accounting to ensure seamless customer experiences.
- Partner with Operations to maintain adequate inventory levels and support daily business and project needs.
- Direct order fulfilment processes (order entry, administration, shipping, tracking) to achieve on-time, accurate delivery.
- Manage key national accounts, monitoring inventory and ensuring service levels are consistently met or exceeded.
- Participate in daily production and planning meetings to review ship dates, backorders, and order revisions.
- Resolve escalated customer complaints, analyse root causes, and recommend process improvements.
- Collect and interpret sales, order, and inventory data to support business decisions and continuous improvement.
- Drive process, system, and technology enhancements in alignment with the National Customer Service Manager.
- Foster a culture of best practices, ongoing training, and cross-coverage to strengthen team performance.
- Conform with and abide by all regulations, policies, work procedures, safety rules and instructions.
- Performs other duties as requested or assigned.
Requirements
- Requires a minimum of a high school diploma or equivalent; a Bachelor’s degree is preferred, plus a minimum of five (5) years of related experience, or any equivalent combination of related training and experience.
- Proficient in Windows-based PC use, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and Internet navigation.
