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Supervisor Technical Connect Center

Date: Nov 13, 2021

Location: Remote, TX, US, 77380

Company: Nexeo Plastics

Remote, Texas (US-TX) 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.

 

 

 

The Supervisor, Tech Connect Center position is responsible for providing direction and guidance to Technical Connect Representatives and logging into the online queue for answering calls and emails ensuring timely responses. This position will develop and maintain processes and procedures to focus on providing an exceptional customer experience, drive customer loyalty, and attract new customers. This includes responsibility for achieving targeted service levels and performance metrics.

 

The Tech Connect Center (TCC) is a virtual support center for external customers and internal Nexeo Commercial staff. We provide quick and relevant answers to a host of technical issues related to the selection, application, processing, and regulatory status of products sold by Nexeo Plastics. The TCC operations includes engagement through email, incoming Toll-Free phone calls, online web chat, and outbound calls to technical prospects.

 

Responsibilities:

  • Maintain and develop standards that guide Technical Connect Representatives to support, resolve, and monitor customer request.
  • Oversee Tech Connect team activities and customer interaction.
  • Create and deliver performance metrics such as customer satisfaction, technical resolutions, and new customer business.
  • Supervise the regulatory management function.
  • Hire, onboard, and develop a team of TCC team members enabling technical and customer service expertise.
  • Maintain and develop process standards that guide Technical Connect Representatives to support, resolve, and monitor customer request.
  • Support TCC team needs in the resolution of processes related to customer issues.
  • Collaborate with the marketing team to continuously improve customer contact tracking, engagement, technology, and processes.

 

Qualifications

  • Bachelor’s degree in Engineering, Technology, Business, or related field of study.
  • 5 years of experience in Engineering, Technology, or distribution environment.
  • Both commercial and technology experience in North America thermoplastics market a plus.
  • Proven analytical capability to prepare metrics measuring the effectiveness of customer experience.
  • Demonstrated ability to answer technical questions related to thermoplastics, manufacturing processes, data sheets, applications, material selection, and common regulatory requirements.
  • Ability to adapt to meet multiple priorities, critical deadlines, and shifting TCC needs.
  • Able to work in fast pace work environment with daily internal and external deadlines.
  • Excellent customer service skills.
  • Excellent verbal and written communication skills, attention to detail.
  • Microsoft Office (Excel, Outlook, Word, and PowerPoint)
  • Ability to communicate directly with all levels of the organization.

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.

 


Nearest Major Market: Houston