Customer Service Manager - Films

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.

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.

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.
• Training and Development: Providing on-going training and coaching to the Customer Service team to improve their skills and knowledge.
• Customer Support: Ensuring that customers receive prompt, courteous, and efficient support.
• Issue Resolution: Handling escalated customer issues that the Customer Service Account Managers cannot resolve.
• Performance Metrics: Tracking and analyzing key performance indicators (KPIs) such as response time, administrative errors and customer feedback.
• Process Improvement: Continuously optimizing Customer Service processes to enhance efficiency and effectiveness.
• Audit compliance: Ensuring compliance with corporate procedures and external certification bodies.
• Interdepartmental Collaboration: Working closely and collaborating with other teams, such as sales, marketing, planning, quality and product development.
• Executive Presentations: Presenting Customer Service related updates and initiatives to the company's executive team.

Requirements & Qualifications

You will be involved in strategic discussions, providing insights on customer feedback, performance metrics, and areas for improvement. Your role is instrumental in maintaining a strong customer-centric approach and contributing to the company's commercial success.

• Strategic Input: Actively participate in strategic discussions and planning sessions.
• Technology and Tools: Responsible for evaluating and implementing Customer Service technologies and tools.
• Customer Service Policies and Procedures: Develop and update Customer Service policies and procedures.
• Customer Insights: Share valuable customer insights and feedback with the Commercial Director.
• Customer Service Innovation: Drive innovation within the Customer Service department.
• Crisis Management and Escalations: Manage situations effectively during crises or significant customer escalations.
• Employee Engagement and Recognition: Foster a positive work environment and recognize employees for their contributions.
• Employee Development: Nurture a high-performing Customer Service team.

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.