Ensure the management, development, and monitoring of the Customer Service team with respect to all Momentive values, strategy, and policies;
Ensure an effective and efficient Order-to-Cash process to maximize efficiency and service levels.
Coach & develop Customer Service agents to emphasize their customer focus, customer intimacy, and communication;
Manage specific issues and alert the management of the associated business risks;
Monitor queues and backlog (distressed orders/holds/open Customer Claims)
Act as the referent for the commercial organization: Account Managers
Execute business Continuous Improvement plans;
Use the Customer Service KPIs dashboard to pilot the activity; monitor the performance of the team, and communicate with the main stakeholders.
Other duties as assigned
The following are required for the role
Fluent in English and Spanish, both written and verbal.
Bachelor’s degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience.
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.
Exceptional verbal and written communication skills.
Highly organized, detail-oriented, and able to adapt to changing priorities in a fast-paced, customer-oriented environment.
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.
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.
The following are preferred for this role
3+ years of Customer Service leadership experience
Experience in the Chemical industry.
CI/Six Sigma /Lean
Solid Project Management experience.
***Please submit an English version of your CV when applying.***
At Momentive, we value your well-being and offer competitive total rewards and development programs. Our inclusive culture fosters a strong sense of belonging and provides diverse career opportunities to help you unleash your full potential. Together, through innovative problem-solving and collaboration, we strive to create sustainable solutions that make a meaningful impact. Join our Momentive team to open a bright future. #BePartoftheSolution
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.