Customer Service Manager Personal Care (On-Site)

Primary Objective
Supervise the Customer Service team in the processes related to sales support such as: Entry of Purchase Orders, monitoring of deliveries and inventories, attention and responses to customers within service agreements. Standardize processes throughout the region/BU and build the necessary bridges with other areas of the company. Develop and monitor team management indicators and manage/Coaching each of the Customer Service Representatives.
Specific Responsibilities
1. Preparing and monitoring management indicators for the area.
2. Process Improvements.
3. Carry out action plans on the results of the satisfaction surveys and monitor them.
4. Coordinate the team of Customer Service Representatives and support them in situations where they need to escalate a case.
5. Attend meetings with Upper Management, Leadership teams and strategic clients if required.
6. Lead the Differentiation Plan to be a success with Sales Team and Customer Satisfaction.
7. Coaching and developing the CSRs in their career paths, capabilities and seniority.
Note: The duties listed above are not all inclusive and may be subject to periodic updating or revision.
Skill Requirements
1. 10 years’ experience working
2. 5 years’ experience in Customer Service leading roles.
3. Excellent oral and written communication skills.
4. Ability to apply good judgment skills as needed to determine when to escalate.
5. Problem-solving and analytical assessment capability.
6. Proven ability to work under pressure and successfully handle multiple priorities while promoting a friendly and engaging work environment.
7. Working with KPIs and reporting.
8. Experience with multicultural teams.
Vantage Culture Fit
1. Drives for Results
2. Team Player
3. Safety Mindset
4. Shows ownership and initiative
5. Customer focused
6. Understands customer intimacy as core value
7. Has an agile and solution focused ethic
Vantage Specialty Chemicals Page 2
Confidential Document
Education and Experience

• Mandatory: English (Native or C2)
• Desirable: Spanish (Native or B2)
• Paperless mindset
• Knowledge of Microsoft Office suite (Excel, Word, PowerPoint)
• Bachelor’s degree. Desirable: