Customer Service Manager - Films

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Customer Service Manager – Films

Business Unit: MAES
Division: Film

Business Overview

MACDERMID ALPHA ELECTRONIC SOLUTIONS

Through the innovation of specialty chemicals and materials under our Alpha, Compugraphics, Electrolube, Kester, and MacDermid Enthone brands, MacDermid Alpha Electronics Solutions provides solutions that power electronics interconnection. We serve all global regions and every step of device manufacturing within each segment of the electronics supply chain. The experts in our Semiconductor and Assembly Solutions, Circuitry Solutions, and Film and Smart Surface Solutions divisions collaborate in design, implementation, and technical service to ensure success for our partner clients. Our solutions enable our customers‘ manufacture of extraordinary electronic devices at high productivity and reduced cycle time. MacDermid Alpha is a business unit of Element Solutions Inc (NYSE: ESI). Element Solutions Inc is a leading specialty chemicals company whose businesses supply a broad range of solutions that enhance the products people use every day.

FILM & SMART SURFACE SOLUTIONS (F&SSS)

We are Film & Smart Surface Solutions (F&SSS) and currently active in more than 50 countries. Our main production location is in the UK, with plans in place to realise a second production location in Asia. Our R&D and Technical centres are already in all three territories, Americas, Asia and Europe.

Our target for the F&SSS division is to become the market leader in the in-mold electronics space for the automotive industry. It capitalizes on emerging trends in human-machine interfaces, displays and in-mold electronics. The division combines our extensive offering of speciality films for the industrial and automotive industries with our developing portfolio of flexible and formable conductive and non-conductive inks. The combination of these products with our in-depth materials and process expertise enables our customers to create formed, structurally rigid three dimensional automotive controls and displays that are at the forefront of modern cockpit aesthetics and functionality. This is a unique opportunity to be part of our journey.

Job Purpose

As Customer Service Manager, you will report directly to the Commercial Director. The Customer Service department plays a significant role in the overall commercial strategy and customer relationship management. Your main responsibilities include overseeing the Customer Service team, ensuring excellent customer support, resolving escalated issues, and improving customer satisfaction. You will be responsible for setting performance targets, training and coaching the team, and implementing strategies to enhance customer experiences. Additionally, you will collaborate with other departments to address customer needs and provide feedback to improve products or services. It is a crucial role that requires strong communication, problem-solving, and leadership skills. Your ability to lead, strategize, and foster a customer-centric culture will be instrumental in achieving sustainable growth and building long-lasting customer relationships

Job Responsibilities

• Supporting and assisting the Customer Service Account Managers with their daily tasks; primarily order entry and progression, complaints entry and progression, quotes and pricing, responding to enquiries.
• Team Leadership: leading and managing the Customer Service team, which may include hiring, training, and evaluating employees. Your goal is to build a motivated and skilled team that delivers exceptional service
• Training and Development: Providing on-going training and coaching to the Customer Service team to improve their skills and knowledge. Providing on-going training and sharing best practice with the Customer Service teams globally. Supporting the US Customer Service team during periods of absence
• Customer Support: Ensuring that customers receive prompt, courteous, and efficient support. This involves monitoring and analyzing customer interactions to identify areas for improvement and maintaining high-quality service standards
• Issue Resolution: Handling escalated customer issues that the Customer Service Account Managers cannot resolve: finding solutions and ensuring customer satisfaction. Addressing and investigating customer complaints promptly and fairly, ensuring that each issue is thoroughly resolved
• Performance Metrics: Tracking and analyzing key performance indicators (KPIs) such as response time, administrative errors and customer feedback to assess the team’s performance and implement improvements.
• Process Improvement: Continuously optimizing Customer Service processes to enhance efficiency and effectiveness. Identifying bottlenecks and areas for improvement, implementing changes as needed.
• Audit compliance: Ensuring compliance with corporate procedures and external certification bodies. Paricipating in internal and external audits as required
• Interdepartmental Collaboration: Working closely and collaborating with other teams, such as sales, marketing, planning, quality and product development to address customer concerns, gather feedback, and improve service.
• Executive Presentations: In your role, you may be required to present Customer Service related updates and initiatives to the company’s executive team, including the Commercial Director and other key stakeholder

Requirements & Qualifications

• You will be involved in strategic discussions, providing insights on customer feedback, performance metrics, and areas for improvement. Additionally, you will work together with the Commercial Director to implement strategies that enhance customer satisfaction, drive sales, and support the overall growth of the business. Your role is instrumental in maintaining a strong customer-centric approach and contributing to the company’s commercial success.
• Strategic Input: As a key member of the European Sales Management Team, you will actively participate in strategic discussions and planning sessions. Your role will involve providing valuable input on Customer Service strategies, goals, and how they align with the company’s broader commercial objectives.
• Technology and Tools: You will be responsible for evaluating and implementing Customer Service technologies and tools. This will include customer relationship management systems e.g. ATLAS – SAP and other tools that streamline customer interactions and support.
• Customer Service Policies and Procedures: You will develop and update Customer Service policies and procedures to ensure consistency and adherence to best practice.
• Customer Insights: Your role involves sharing valuable customer insights and feedback with the Commercial Director. This information can influence business decisions, such as new product development, marketing strategies, or service enhancements.
• Customer Service Innovation: You will be encouraged to drive innovation within the Customer Service department, exploring new technologies, best practices, and methodologies to continually improve service levels and customer satisfaction.
• Crisis Management and Escalations: In times of crisis or when significant customer escalations occur, you will play a vital role in managing these situations effectively. This involves making informed decisions to address the issues promptly and minimize any negative impact on the company’s reputation.
• Employee Engagement and Recognition: Fostering a positive work environment and recognizing employees for their contributions will boost morale and encourage a high level of service delivery.
• Employee Development: Nurturing a high-performing Customer Service team is critical. You will be responsible for employee development, conducting training programs, mentoring, and fostering a positive work culture

Skills

Experience in the Automotive Market would be an advantage

Experience in the Circuit Market would be an advantage

Experience in Screen Printing would be an advantage

Another main European Language (Preferably German) is an essential requirement

Supervisory Responsibilities

Responsible for the EMEA Customer Service Team

EEO Statement

Element Solutions Inc is an E-Verify Company and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job applicant procedures. "Equal Opportunity Employer: Minority/Female/Veteran/Disabled/Gender Identity/Sexual Orientation"

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