PPG

Senior Manager, Customer Service

PPG

full-time

Posted on:

Location Type: Hybrid

Location: Little Rock • 🇺🇸 United States

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Job Level

Senior

About the role

  • Direct and manage the activities of the Customer Service staff in all channels of distribution for both domestic and international customers.
  • Provide inside sales assistance to customers in determining their account requirements.
  • Collaborate with sales personnel and manufacturer’s representatives in the administration of sales/customer service-related activities within the assigned PMC Regions.
  • Authorize return of merchandise from customers in accordance with PPG policy and procedures and ensure that all approval signatures have been acquired.
  • Approve discrepancies according to policy.
  • Monitor and track the error ratio from all aspects of the business and log monthly.
  • Review Orders and Discrepancies to make sure all are entered efficiently and timely.
  • Develop and Monitor processes for order entry, as needed, to ensure EH&S regulatory compliance (domestic and international).
  • Initiate actions and other duties as may be requested from Supply Chain, Sales – National Regional Managers, Director PMC Sales NA, VP Protective & Marine Coatings.
  • Work with Corporate Credit department on resolution of customer charge backs/discrepancies.
  • Provide ongoing training to Customer Service department personnel.
  • Monitor individual error ratios, continually striving to achieve 94% accuracy in RFT.
  • Ensure that all Customer Service personnel are trained in the computer business system and provide ongoing training as needed.
  • Administer pricing and quotation procedures in accordance with PPG policies and guidelines.
  • Collaborate with IT department in the reporting and resolving issues in support of customer service functions.
  • Serve as an interface for Accounting, Credit, Inventory Control, IT, Marketing, and International Group on internal issues, pricing, communications and improvements.
  • Develop and update Work Instructions and ensure compliance as needed for ISO 9001:2008 for all customer service functions.
  • Possess knowledge of PMC domestic customers, Champion, Keeler & Long, and Sigma Kalon as well as how to train, process, ship and bill orders.
  • Possess knowledge of PMC international customer base and Global Marine customers; as well as how to train, process, ship and bill orders.
  • Continually look for ways to improve efficiency, order flow and better service to customers in a cost-effective manner.
  • Make recommendations to the business unit.
  • Implement and monitor usage of the CAIR program in the reporting of business-related complaints.
  • Be familiar with the E-Business accounts and the E-Business processes.
  • Participate as a core member of the Little Rock Leadership Team.
  • Participate as a core member of the PMC USCA (General Manager’s) Leadership Team.
  • Evaluate, monitor and direct necessary contract/customer service-related activities as it pertains to supporting new business contracts (domestic and international) ie.MSC, JIT, etc.
  • Support activities necessary with fulfilling orders for the Global Marine segment( i.e. 2 platform inventory and order control systems).
  • Responsible for C/S organization planning, staffing, performance review and continued development (i.e Hazmat training, export compliance).
  • Review, track and process credit memo requests associated with claim settlements and customer rebate agreements (quarterly, annually).
  • Serve as backup for Nuclear Order Compliance (Domestic and international).
  • Serve as backup for Export Order Compliance.
  • Serve as PMC Export Compliance Officer back-up.

Requirements

  • Requires College education and/or 3 to 5 years experience in an Industrial Customer Service Supervisor and/or Management position.
  • Computer skills including Microsoft Word and Excel.
  • Good organizational skills.
  • Good written and verbal communication skills.
  • Only U.S. Citizens, Green Card holders, and political asylees or refugees are eligible to apply.
Benefits
  • Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
order entryerror trackingcustomer service managementsales assistanceregulatory compliancepricing procedurescontract managementexport complianceHazmat trainingISO 9001:2008
Soft skills
organizational skillscommunication skillsleadershiptraining and developmentcollaborationproblem-solvingefficiency improvementcustomer service orientationperformance reviewrecommendation making