Customer Service Manager

Job Summary

We are looking to reinforce our Customer Service department, playing a pivotal role within our company. As Customer Service Manager, you’ll lead a team of 10-12 talented customer service professionals, whom are the central point of contact for internal and external customers in a selected territory.

Working closely with the other regional Customer Service Managers, Sales, Supply Chain and Logistics, you strive with your team to ensure the best service experience for our clients, while driving the growth and success of our company.

Reporting to the Sr. Customer Service Manager Europe, you will play a critical role in leading our customer service team based in Luxembourg, ensuring that our clients receive best-in-class service at every touchpoint.

You will oversee the day-to-day operations, manage internal and external relationships, and serve as a bridge between customers and our internal teams. Your mission is to foster long-term relationships with our clients by providing expert support, ensuring satisfaction, and resolving any issues quickly and efficiently. Your leadership will directly contribute to enhancing the customer experience and improving operational excellence.

You ensure your team is at the optimum of their capabilities to deliver the assigned objectives. You organize the work, provide regular feedback, follow-up and analyze performance metrics, build and execute action plans, participate in and lead improvement projects, and are a dynamic actor in the process of continuous improvement.

This role allows to take up new challenges every day, while working with a high level of autonomy.

Essential Functions

• Human Resource responsibility for direct reports. Includes performance evaluations, management of personnel related issues, implementation of performance plans, coordination of personnel changes, mentoring and coaching.
• Responsible for setting and achieving goals for the group and its individuals.
• Responsible to drive continuous improvement for the group, as well as for the order fulfillment process.
• Direct interface with leadership and overall Avient businesses.
• Close working relationship with Planning and Commercial organizations.
• Oversee daily operations of the customer service department.
• Become an "expert user" in SAP Processes.
• Provide knowledge and support to CSRs.
• Participate in monthly review with other CSR managers.
• Conduct quarterly and annual reviews to CSRs.
• Participate in interviewing and hiring process for new CSRs.
• Schedule and lead training sessions as needed.

Education and Experience

We believe that all of our global employees are leaders and that the six most important behaviors for driving our strategy and culture are the same no matter if an employee is a leader of self, a leader of others, or a leader of the business.

By playing to win, acting customer centric, driving innovation and profitable growth, collaborating seamlessly across Avient, and motivating and inspiring and developing others and yourself you will accelerate your ability to achieve Avient’s strategic goals, to meet our customer needs, and to accomplish your career goals.