Delivery Service Team Coordinator

ABOUT KETJEN

Ketjen Corporation is a provider of advanced catalyst solutions to leading producers in the petrochemical, refining, and specialty chemicals industries. Our company is driven by a strong set of core values: curiosity, care, collaboration, humility, accountability, and integrity. These values guide our decisions, shape our culture, and define how we work together to deliver exceptional value to our customers and communities. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

     Leadership 

• Owns day-to-day workflow management for Customer Service and Transportation Planning (priorities, handoffs, and service levels), including first-level issue triage and resolution. 

• Provides dotted-line people leadership by coaching and developing employees, setting day-to-day expectations, and sharing performance and hiring input with the functional leader (as applicable). 

• Drives a culture of continuous improvement and applies process improvement methodologies to achieve maximum operational efficiency. 

• Escalates complex or cross-functional people, system, and process issues to the functional leader (or appropriate stakeholders) for timely resolution. 

      Operational 

• Provides coverage for Customer Service and Transportation Planning (e.g., backfilling absences) and directly manages orders during peak workload periods when demand exceeds team capacity. 

• Serves as the primary point of contact for regional tactical topics, including operational coordination and customer prioritization. 

• Supports resolution of Quality Notifications within the site’s scope. 

• Uses resources effectively and applies change management practices to support smooth operations. 

• Ensures processes comply with audit, SOX, and other applicable regulatory requirements. 

• Supports development and maintenance of Service Delivery policies and procedures. 

• Leads structured problem solving for non-conforming processes (root cause analysis, countermeasures, and verification using data/statistical techniques) and coaches others in these methods. 

This job profile is intended to describe the general nature of the work performed by employees in this job.  It is not an exhaustive list of all responsibilities. 

EDUCATION/QUALIFICATIONS 

• Bachelor’s degree required; master’s degree preferred. 

• 1–3 years of experience leading or coordinating teams (direct or dotted-line) in customer service and/or transportation planning. 

• Required: experience supporting customers and requirements in the Middle East and India. 

ADDITIONAL, SKILLS, CAPABILITIES, AND EXPERIENCE  

Candidates must have the following experience or working knowledge: 

• Strong Leadership and change management experience. 

• Strong business acumen to effectively manage/reduce costs and drive productivity. 

• Strong Customer Focus to meet the expectations and requirements of internal and external customers. 

• Excellent team builder and talent developer. 

• Excellent written and verbal English communication skills to be able to deal with different Management levels, and ability to participate in cross-functional, team-oriented environment.