MC
Customer Service Manager
US NY Niskayuna
Sponsorship not specified$70k-$102kDetected 14 days ago
Project ManagementCRMSAPSupply ChainLogisticsProcess ImprovementERPPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationOrganizational SkillsDemand Planning
About the role
- Please note that this role requires on-site presence five days per week, Monday through Friday.
- May require working 7:00 am-4:00 pm and/or 8:00 am-5:00 pm.
- May require flexibility to begin your day as early as 6:00 am based on business needs.
Responsibilities
- Lead, coach, and develop a team of Customer Service Representatives.
- Partner with commercial teams to support customer retention and growth initiatives.
- Identify process inefficiencies and implement solutions to improve service levels and operational performance.
- Support business continuity and customer communication during supply disruptions or service challenges.
Requirements
- The following are required for the role
- Strong business acumen with deep knowledge of the Order-to-Cash (O2C) process.
- Advanced proficiency in SAP or comparable ERP systems.
- Customer-focused mindset with demonstrated leadership experience in customer service or a related industry role.
- Demonstrated project management capabilities, strong analytical skills, and high IT/technology proficiency.
- Excellent presentation skills and the ability to communicate effectively at all levels, both internally and externally.
- 3+ years of Customer Service leadership experience
- Experience in the Chemical industry.
- Bachelor's degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience.
- Exceptional verbal and written communication skills.
- Highly organized, detail-oriented, and able to adapt to changing priorities in a fast-paced, customer-oriented environment.
- High emotional intelligence and self-awareness, with strong interpersonal and influencing skills.
- Proven ability to lead through influence ("soft power") and manage senior-level stakeholders without direct reporting authority.
- Fluent in Spanish, both written and verbal.
Nice to have
- The following are preferred for this role
Skills
- Foster a customer-focused culture that emphasizes responsiveness, accountability, and continuous improvement.
- Conduct performance reviews, training, and employee development activities.
- Serve as the primary escalation point for complex customer inquiries and issues.
- Ensure timely resolution of customer concerns while maintaining high satisfaction levels.
- Oversee the complete order-to-cash process, including order entry, order fulfillment, delivery coordination, and issue resolution.
- Ensure accuracy and compliance with company policies, procedures, and service standards.
- Analyze trends and recommend corrective actions to improve customer experience and operational efficiency.
- Prepare and present performance reports to leadership.
- Work closely with Supply Chain, Manufacturing, Logistics, Sales, Finance, and Planning teams to ensure customer commitments are met.
- Participate in business reviews, demand planning discussions, and continuous improvement initiatives.
- Support implementation of new systems, processes, and technologies.
Compensation
- Short term disability with 100% base salary coverage.
- Student debt pay-off program.
- $69,800 - $102,300
- The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography.
- Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable.
- Additionally, this role is eligible for incentive or sales variable compensation payments.
Benefits
- Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage.
- Paid parental leave for the birth of a child; adoption and surrogacy reimbursement.
- 25 days of Paid Time Off (PTO) plus paid holidays.
- Additional time off with years of service.
- Wellness programs and financial education.
- We offer a fantastic variety of total rewards and development programs to support your unique needs for overall well-being and personal career aspirations.
Company info
- Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products. We deliver solutions designed to help propel our customer's products forward-products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.
- Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.
- To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.
- Note to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.
- Momentive is a premier global advanced materials company with a cutting-edge focus on silicones and specialty products.
- We deliver solutions designed to help propel our customer's products forward-products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space.
- With every innovation, Momentive creates a more sustainable future.
- Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.
- Momentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world.
- We are proud to be an equal opportunity employer.
- Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.
- To be considered for this position candidates are required to submit an application for employment and be of legal working age as defined by local law.
- An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.
- Build and maintain strong relationships with key customers and internal stakeholders.
This listing is sourced directly from MC's careers page and normalized into a canonical job model.