Vacancy

Regional Customer Service Manager,
Full-time

United States, Michigan, Troy

Business unit: Vehicle Refinishes

About AkzoNobel

AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We’re the people that make it possible for you to do what you need to do.

Responsibility

About the company
AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals, with leading market positions and brands in countries around the world. We operate in a number of important market segments ranging from buildings and infrastructure to transport, industrial and consumer goods. We’re also the sector leader in sustainability and are number one in the renowned Dow Jones Sustainability Index. In practical terms, that means our sustainable solutions are in your lives, and those of your friends and family, every day. We’re the people that make it possible for you to do what you need to do.

Discover the opportunity to join an international, dynamic, and responsible company that fosters the development of our people around the world. We want to be the best – to use our leading market positions to deliver a leading performance – and for that, we need You! Find out how our values make AkzoNobel the employer of choice.

This is position is based out of AkzoNobel’s Troy, MI office.

Objective:
As a member of the Regional SMU Management Team. The Regional Customer Service Manager contributes to the SMU strategy execution plan and takes a lead in defining, and owning, the specific implications for the region. Contributes to the execution of sales, expense, and profitability targets established by the SMU within allocated North America through leading, within the SMU framework, forecasting models for sales and demand planning, and in business interactions with customers.

Responsibilities:
 Closely cooperates with Sales and Operations to maintain consistence in approach towards customer service in the organization
 Manages quality of cooperation between customer service unit and field sales force regarding administration of customers’ orders.
 Manages resolution of specific concerns of major customers and mobilizes resources guaranteeing their professional handling
 Presents and explains content of the reports reflecting performance of the supervised unit to the regional/ country management
 Based on feedback gathered from the ERP users, oversees the implementation of approved improvements in the service & distribution process flow
 Monitors effectiveness of the e-sales system (when applicable) and introduces required modifications.
 Contributes to the development of the Integrated Business Planning process in collaboration with the Regional IBP Step Coordinators
 Participates in monthly meetings with Sales and Marketing counterparts to improve demand forecast accuracy
 Analyzes generated statistical forecast models and applies error analysis techniques on generated results to further improve forecasting accuracy
 Challenges and assists sales counterparts to continuously improve forecast quality and pipeline management.
 Achieves consensus on operational demand forecast by facilitating a collaborative planning process with sales, marketing and finance colleagues, prepares relevant material to facilitate research and discussion.
 Overseas research activities to reconcile significant variances across multiple functions and advises on refining forecast models to reflect updated sales and marketing assumptions.
 Ensures that current and accurate information is obtained for demand forecasts by utilizing a collaborative and consensus approach when collaborating with Sales, Marketing, and Finance.
 Be Familiar with all the applicable corporate as well as site policies/ procedures with regard to personal conduct and HSE standards and acting in compliance with all applicable regulations.
 Works closely with Regional SMU Management Team to ensure matrix structure operates efficiently.
 Develops the team(s) by providing training (on and off the job), coaching and opportunities for further growth
 Acts as an ambassador and encouraging talent processes and engagement.
 Ensures that job profiles are in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.
 Strengthens the talent pipeline by developing talent and regularly assesses and discusses talent and internal movement. Continuously monitors and evaluates retention risk.
 Stimulates, manages and follows through on employee engagement and builds on the workforce to reflect the societies and markets in which we do business (D&I).
 Creates an open environment in the team where all people can perform at their best and stimulates the development of others and ensures an engaged team.
 Ensures reporting line is fully informed and acts in line with HSE and Compliance regulations.
 Takes ownership by representing Reginal SMU Management Team towards own team and vice versa.
 Manages and plans relevant (departmental) budget and proactively manages the costs.
 Reports on progress on a continuous base.

Vacancy data

Organisation

Job characteristics

Closing date

December 31, 2099

Vacancy number

170001O2

Continent

North America

Country

United States

State/Region/Province

Michigan

Site

Troy

Business unit

Vehicle Refinishes

Job family

Sales_Cust_Serv

Hierarchy level

Management

Full time/part time

Full-time

Contract type

Permanent


Job requirements/Candidate profile

• Bachelor’s Degree from a four-year college preferred, minimum High School Diploma.
• 10+ years management experience; managing a remote sales team
• Prior experience in the vehicle refinishes industry preferred
• 5+ years as a manager of managers
• 5+ years in Customer Service, preferable within a high volume SAP environment
• Experience with Operations and Supply Chain a plus
• Proven track record growing sales
• Experience with budgeting and forecasting
• 5+ years Program Mgmt. experience supporting the customer value proposition
• 5+ years Project management experience (PMP cert a plus)
• Experience with demand management a plus
• Ability effectively work in a matrix environment
• Strong communication skills
• Prior sales experience a plus, not required.

As a leading coatings and specialty chemical company AkzoNobel is proud to offer a competitive compensation package as well as a comprehensive benefits program designed to support the health, wellness and financial security of our employees and their families. Benefits include group medical, dental and vision coverage, group and supplemental life insurance, 401(k) with company match, tuition reimbursement and much more.
Employment at AkzoNobel is contingent upon the successful completion of both pre-employment background checks and drug screening. All candidates hired must be able to provide proper documentation of their eligibility to work in the US.

AkzoNobel is an E-Verify Employer.

AkzoNobel is an Equal Opportunity Employer.
Minorities/Females/Disabled/Veterans (M/F/D/V).

*LI-EC


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