Manager II Customer Service Mgmt

Summary:
The Customer Service Manager position offers significant exposure and opportunity within Millipore. The primary role of this individual is to ensure the consistent delivery of ?service excellence? within the framework of Corporate policies and procedures. Specifically:
Lead customer service representatives, develop a strong team and drive process improvements.
Lead effective integration into the Millipore framework including policies, systems and culture.
Align team with the Global Supply Chain and divisional objectives.
Interact effectively with Sales, Technical Service and Manufacturing organizations regarding customer satisfaction, process improvements and general communications between the teams.
Available resource to the organization for daily activities, training, coaching and skill development, including succession planning.
Continually review customer service levels (metrics) and the tools and technology used to achieve the desired performance metrics.
Ensure smooth operations with regards to observance and compliance to all policies and procedures, including the development of policies and procedures where appropriate, the administration of Sarbanes Oxley requirements and participation and organization of Customer Service audits.
Work closely with Global Customer Service colleagues to harmonize business practices.
Complete independent analysis and management of projects assigned.Management Responsibilities:
Ensure the highest level of service is provided to customers, internal and external.
Develop innovative approaches designed to exceed customer's expectations and continually seeks input to identify opportunity areas.
Manage the performance of the CS team through indicators and ongoing review of performance levels. Make departmental decisions based on facts, policies and procedures. Develop departmental procedures to match business needs and communicate appropriately with internal customers.
Establish month-end/quarter end close process reviews to ensure team responsibilities are met and maintain the strictest integrity around order/ revenue recognition.
Manage the process of building an effective team, including: interviewing, coaching and developing staff through effective leadership and interpersonal skills.
Create an environment supportive of Millipore's values.
Manage department annual operating plan, forecasts and expense review.
Set a professional example by adhering to Millipore's policies and procedures, dealing professionally and respectfully with internal and external customers and listen to understand other points of view.
Create an environment that provides individuals development opportunities to enhance themselves personally and professionally to fulfill core strategy requirements.
Utilize data to target opportunity areas and develop continuous improvement plans.Qualifications:
BS degree required, with a demonstrated track record in customer service/supply chain and minimum of 3-6 years of relevant managerial experience.
Successful track record for establishing and maintaining strong customer relationships in a global business environment.
Demonstrated leadership and change management capabilities in a multi-functional, multi-cultural environment.
Superior communication skills, written and verbal.
Excellent analytical and computer skills including Oracle or SAP ERP and MS Excel.
Periodic travel required
REQUIREMENTS
See Above / gj-hh