Supervisor Customer Solutions

Remote, Ohio (US-OH) United States (US) 

Nexeo Plastics is a leading global thermoplastic resins distributor, representing quality products from world-class suppliers, and serving a diverse customer base across North America, Latin America, Europe, Middle East, Africa, and Asia.  From material selection to supply chain and inventory solutions, we go beyond traditional logistics to provide value-added services across many industries, including automotive, healthcare, packaging, wire and cable, 3D printing and more.  Our people, our passion, our global reach, and our technology platform allow us to create unique ways to reduce complexity in your business, identify efficiencies, and unlock value for suppliers and customers.

Nexeo Plastics facilities are ISO 9001 certified. We diligently observe a commitment to quality in all of our practices and adhere to a defined quality policy.

Remote Houston, TX and Dublin, OH. 

Basic Purpose

As a Supervisor Customer Solutions, you will be responsible for frontline supervision of customer solution employees. This position has oversight and leadership direction for the customer service experience and solutions.  In the position the person will be responsible for managing the service workflow, escalations, reporting and team development needs.  The Supervisor Customer Solutions will be the liaison to cross-functional teams such as Sales, Product Line Management, and Operations for communication and partnership of customer processes.

Description of Primary Responsibilities

• Supervises customer solution team employees, which includes interviewing, onboarding, coaching and reviewing performance in addition to day-to-day monitoring of team performance.
• Monthly review of sales order counts, item counts, inbound and outbound calls, etc. and re-distributes work as necessary.
• Reviews weekly, month, and quarterly reports to ensure completion of tasks. 
• Maintains CSR/Seller alignment (in SAP and from a relationship basis).  Makes sure that the CSR and Seller are connected as business partners. 
• Measures work through standard work audits, call scoring, side by side coaching, scorecard review, and annual performance management process. 
• Addresses performance gaps through coaching, corrective management, and performance plans when necessary. 
• Satisfactorily resolves escalated issues. 
• Handles approvals, requests, and maintains data; credits/debits, DZ report analysis, returns, and reports management.
• Key point of contact with internal departments; Sellers, Plants, Warehouses, Purchasing, Credit, Accounting, etc.
• Point of contact to monitor, interpret, and communicate export-related internal and external compliance or process improvement requirements impacting business.
• Support Global Trade team with overall administration questions to reduce error in customer export process.
• Provide guidance and support on systems/tools used for export screening.
• Maintain familiarity with company export policies and procedures and apply to scope of customer solutions team.
• Communicates results to both customers and internal departments.
• Drives a culture of "Doing the Right Thing" through ensuring safety, compliance, and training requirements are adhered to.  

Minimum Requirements (Education, Experience & Skills)

• Bachelor's degree or equivalent work experience.
• 2+ years of management/supervisory experience strongly preferred.
• Customer Service experience required.
• Proven communication skills.
• Demonstrated execution of leadership including accountability, engagement, and empowerment.
• Expert knowledge of SAP.
• User of CRM or ERP systems such as SalesForce.com or similar applications.
• Evidence of coaching, team building and motivational skills.
• Proficient computer skills in Excel, Word, and PowerPoint are required.

• Ability to communicate effectively verbally and written.
• Establish and maintain interpersonal relationships with internal and external customers.
• Strong organizational and time management skills.
• Willingness to travel 10% for regional meetings.

Nexeo Plastics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.  Additionally, Nexeo Plastics participates in the E-Verify program to ensure employment eligibility of newly hired employees where required.