Customer Care Team Manager

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.

Want to help us make a difference?
Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients.
Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.

The Role:

We are looking for our next Customer Care Team Manager within our Order Fulfillment Team. The Customer Care Team Manager will be responsible for the end-to-end Order To Cash process, ensuring on-time order fulfilment in Business-to-Business support at country or sub-regional level; direct people management of country or sub-regional Customer Service organization; driving continuous improvement in work process and CSR capability, and partnering with other functions to delight the customer

This position is located Rochester, NY (preferred) or Wilmington, DE.

Compensation:

The current salary range for this role is estimated to be $99,085 - $134,100. In addition, this position may also be eligible to earn performance-based incentive compensation. The specific compensation offered to a candidate will be influenced by a variety of factors including but not limited to skills, qualifications, experience, and location.

What You’ll Do:

• Supervise Customer Service Representatives’ service level towards internal and external customers 
• Build strong partnerships with internal and external stakeholders
• Drive continuous improvement in Order to Cash process and Service Level KPIs: on-time delivery, order entry accuracy, monthly compliance performance, customer complaint lead time, etc. 
• Participate in internal/external audit as needed
• Coach and train direct report lines
• Participate in creation and maintenance of process documents and SOPs for CS functions
• As needed, manage or supervise customer orders including domestic, export and consignment orders: Order entry, order confirmation, invoice issuance and order follow-up till good delivery to customers inclusive documentation and problem solving if any 
• As needed, Process or supervise a credit note or a debit note related to a sales order or customer complaint
• Process or supervise customer complaints and service cases management, and participate in Order to Cash complaint investigation at country or sub-regional level 
• Work directly with Logistics staff to ensure customer requirements are executed
• Other Order Fulfillment and Site Leadership tasks and responsibilities as required

What You’ll Need:

      Education:          

• Bachelor’s degree in Supply Chain or Business Administration, or another related discipline

      Experience:

• Minimum of 5 years experience in customer service or Supply Chain B2B; OR minimum 3 years’ experience customer service AND 2 years’ management experience

Supervisory Responsibility (if applicable)

• 8-12 direct reports

Work Environment

• This role spends approximately 50% of the time in an office environment and 50% of the time in the home office (hybrid schedule.)

Position Type/Expected Hours of Work

• This is a full-time position.  Days and flexible hours of work are required to meet customer needs 

Business Travel:

• Occasional domestic travel will be required; occasional international travel may be required

AAP/EEO Statement  

Roquette is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. “AAP, EEO, Drug-Free Workplace”

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

If you identify yourself in this position, please apply by uploading your resume and let's start the journey together!

Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences. 

Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.
 

As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach.

To find out more about our products, values and sustainable development ambitions visit us at www.roquette.com and at www.sustainability.roquette.com