Manager - Customer Service And Pricing

The Customer Service and Pricing Manager position reports directly to the Order Fulfillment Manager, and is part of the Supply Chain team. This role is accountable for leading the Customer Service, pricing and invoicing functions at TPC. The individual works closely with the commercial, production planning, logistics execution and operations teams to ensure customer orders are fulfilled timely and efficiently.

This position requires a high-energy, proactive individual who is able to think outside the box to optimize the Customer Service strategy and ensure TPC is providing value for its customers.

• Responsible for monitoring activities of Customer Service staff, ensuring employees are meeting performance measures relating to customer satisfaction and evaluates load levels across group.
• Responsible for leading resolution of customer inquiries in accordance with unit policies and in collaboration with Commercial and Supply Chain representatives.
• Optimizes the Customer Service and Pricing processes to support all company commercial businesses at a level that supports the business objectives.
• Evaluates information technology systems to improve the fulfillment process.  Ensures timely accurate order information in Oracle.
• Works closely with the logistics group on handling marine, pipe truck and rail requirements and define best standard practices in handling customer orders and associated product movements.
• Works with Product Management to prepare for customer requirements from new/modified production units.
• Develops and monitors the application of operating systems including policies and procedures, work processes, and information flow to drive continuous process/system efficiency and effectiveness.
• Ensures the volume of work produced meets service standards and exceeds quality standards.
• Provides input to business plan for team/group operations including budget development.
• Leads personnel activities concerning hiring, training/development, and evaluation of staff performance.
• May build industry relations, communicating technologies and operational concerns through industry networking.
• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
• Manages all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
• Develops Customer Service department procedures, processes and identification of system improvement.
• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.
• Reviews warranty claims.
• Develops and manages return materials authorization processes for ensuring customer returns, exchanges, Service and repairs are done with speed and accuracy and all client/Customer Service delivery issues are resolved.
• Maintains super user knowledge of Oracle.
• Leads development and implementation of shipment transactions supporting an Oracle Daily Transaction Balance each business day.
• Maintain availability during the month end close process to support Customer Service, Pricing and Invoicing Specialists, and Order Fulfillment manager.
• Prepare Revenue Reversal Summary during month end close.

Scope of Job: 

• Job role is solely responsible for the direction of a major functional arm or area of the supply chain organization which impacts upon the overall planning, growth, profitability, or efficiency of the organization.

Education, Licensure, and Experience: 

• Completion of an undergraduate degree in Business, Accounting, or Supply Chain
• Or Minimum of 8+ years of experience in Customer Service/logistics and chemical business, supervisor capability and process optimization and management experience
• Experience with Oracle preferred

Role Specific Knowledge

• Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
• Must exhibit very effective, positive communication skills, both verbal and written, with internal and external audiences.
• Must possess strong interpersonal skills; effectively build team relationships with peers and cross functional co-workers.
• Must exhibit the ability to successfully multi-task and prioritize work.
• Strong initiative and drive for continuous improvement is critical. Drives results through ambiguity.
• Experience with paperwork processing for Import / Export commerce of bulk, hazardous materials preferred.
• Fully proficient in applying established standards; knowledge base acquired from several years of experience in particular area.
• Analytical thinking - ability to understand basic business drivers of all modes and businesses.   
• Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Works on issues where analysis of situation or data requires review of relevant factors.
• Exercises judgment within defined procedures and policies to determine appropriate action.
• Networks with key contacts outside own area of expertise.