Customer Service Manager - Advantage

Our client is a global - non-metallic- mining company, leader in the production and distribution of specialty fertilizers, iodine, lithium, and industrial chemicals. Among the roles they are searching globally, they are currently looking for an experienced and dynamic Customer Service Manager (based in Atlanta, USA) to lead their customer service operations for the Iodine and Industrial Nitrates business in the US and Canada. His main responsibility will be to support the sales team in North America (NA), to successfully manage the sales forecasts, attend customer inquiries/complaints, and plan the delivery schedules.

Some responsibilities include:

• Customer Relationship Management: In cooperation with the Sales Director and Manager, maintain direct communication with clients related to order-to-cash workflow from order entry through collection.
• Team Leadership: Lead, mentor, and develop the customer service team through encouragement and empowerment to ensure high performance and professional growth.
• Order Management: Oversee the handling and processing of orders from the NA sales team with accuracy and timeliness. Ensure timely and accurate delivery of products.
• Sales Support: Work closely with the sales teams to assist in achieving the sales forecast for each customer in NA. Update price lists and sales forecasts as directed by the Area Sales Managers/Directors.
• Quality Assurance: Ensure quality claims are duly registered in the Quality Management System (QMS) and follow up on them. Coordinate with the Supply Chain and Quality teams on technical requirements related to grades, packaging, and other specifications.
• Coordination: Collaborate with Sales, Supply Chain, Logistics, and Finance teams to ensure seamless communication and service delivery. Coordinate with Planning in Chile on shipping programs and inventory schedules, informing Sales Directors/Managers of any unforeseen delays or issues.
• Process Development: Develop, together with Sales and Supply Chain teams, sales documentation procedures, policies, and standards to ensure consistency and efficiency.
• Issue Resolution: Manage and resolve customer complaints and issues promptly and effectively.
• Reporting: Generate and analyze customer service metrics, import/export statistics, and prepare sales overviews and auditable documentation to inform decision-making and strategic planning.
• ERP Consistency: Ensure consistency between forecasts provided by Headquarters and ERP systems.
• Logistics Coordination: Work with logistics companies to quote and organize deliveries by various means of transportation. Coordinate between Sales and Finance departments regarding credit lines and account receivables.
• Daily Customer Service: Provide day-to-day follow-up and service to customers, ensuring all inquiries are addressed promptly.

The perfect candidate has a bachelors degree with a business focus (or equivalent), with at least 5+ years of relevant experience in a customer service management role, preferably within the chemical or industrial sectors. He must have; (i) strong leadership and team management abilities, (ii) excellent communication, and interpersonal skills, and (iii) must be proficiency in Microsoft Office (mostly excel), ERP, and CRM systems (SAP, Dynamics, and Salesforce/SFDC). It is highly desirable a good understanding of the chemical industry, preferably Iodine and Industrial Nitrates.

If your profile matches the position, please click on APLICAR A ESTA OPORTUNIDAD, or click on REFERIR A ALGUIEN to introduce someone you think has a good profile for the role.

• Hybrid: 2 days at the office/week

• No travels

• Bonus: Yes (TBC)