Customer Service Manager

Halocarbon, is a world leading producer of specialty fluorochemicals and has been working with fluorocarbon-based chemistry since the 1950s. This makes us one of the world’s foremost experts in the field. Not only do we know fluorochemistry – we understand its potential application to everyday life and are constantly seeking new ways to make life better with the work that we do. At Halocarbon, we partner with our clients to create breakthroughs in engineered fluids, electronic solutions and life sciences.

Are you ready to help us create our next breakthrough? If so, we have an exciting opportunity at our Peachtree Corners, GA facility, as a Customer Service Manager!

The Customer Service Manager is a vital position to ensure success in Halocarbon’s Customer Service organization reporting to the Vice President of Supply Chain. This position is responsible for providing leadership to the Customer Service team and within the Supply Chain organization.

Responsibilities:

• Be an active player in establishing and tracking key metrics for customer service performance.
• Be a power user of the Chempax ERP Customer Service and Inventory management modules.
• Provide on-going support to the growth of E-Commerce and engagement with the online customer through Chat Box and other online support tools.
• Facilitate customer quotes, help monitor quote conversion rate, and support initiatives to establish a CRM tool.
• Maintain focus on providing excellent customer service and continually seeking ways to innovate.
• Proper handling of customer documents (electronic and hardcopy) – Run and/or maintain and distribute designated reports and performance metrics.
• Provide leadership to direct reports and ensure adherence to performance expectations, behavioral standards and exemplifying Halocarbon’s Core Values.
• Set and maintain guidelines for workflow with a goal of continuous improvement.
• Owns the customer incident reporting process to ensure customer issues are addressed appropriately.
• Manages the International Documents Process and work with Regulatory team to ensure compliance when managing international orders.
• Provide office management support for the Peachtree Corners corporate office.
• Facilitate completion of customer requested forms and questions.

Qualifications:

• College Degree from a 4-year, accredited institution.

Skills:

• 3+ years of experience in a Customer Service role/function with a commercial or supply chain organization is preferred.
• 5+ years of management experience and international order processing are preferred.
• Background/experience working for a Manufacturing company is a plus.
• Experience developing metrics and presenting departmental performance to senior leadership.

Halocarbon is an equal opportunity employer.