MAPEI USA

Customer Support

• 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.

Customer Service Manager, Admixtures

• Process customer orders ensuring accurate and timely order entry, assign appropriate ship date, and shipping location.
• Resolve credit hold issues with customers, accounting department, and sales. Scan order documents into the optical storage system.
• Apply barcodes to documents and scan order documents into the optical storage system.
• Coordinate with customers and the shipping department to optimize freight costs and resolve delivery issues.
• Process Service-Related Complaints (SRC), and ensure complete resolution.
• Manage customer returns in accordance with standard procedures.
• Adhere to all policies, procedures and instructions as defined in our Quality Management System (QMS), Employee Handbook, Health and Safety manual, or any other instruction issued by the company.
• Perform other duties as assigned

Customer Service Manager, Admixtures

Customer Service Representative - West Chicago