Olin Corporation Customer Service Manager in Houston, Texas

Customer Service Manager


Job Code5796

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Job Brief


Chlor Alkali Products & Vinyls, a division of Olin Corporation, has an opening for aCustomer Service Manager, located in Houston, TX. This role manages day to day activities of the team of customer service representatives, ensuring effective delivery of service to all levels of internal and external customers. Customer intimacy and transactional are achieved in part through a “one face to the customer” model with dedicated, Customer Facing CSRs aligned to customers and business units to deliver a premier experience. The role is in support of the Order Receipt & Handling work process. The incumbent will lead a team of Customer Service Representatives (CSR), through the total order management process maximizing internal resources to optimize value and economic profit. The Customer Service Manager is responsible for leading, developing and motivating a group of professionals while working closely with multiple functions, including Customer Financial Services, Sales, Receivables, Commercial, Supply Chain, etc…, to ensure that Customer Service plans are integrated with overall business strategies and objectives. The incumbent must be able to translate multiple work process strategies into operational excellence. Optimization of customer service resources will be key in efficiency efforts.The Customer Service Manager will need to adapt to an environment and poses the aptitude to support a team required to utilize multiple entry systems to manage customer needs. The Customer Service Manager should be a model customer advocate across all functions, a change agent, understand business strategies and implications of service level, poses strong teamwork skills and demonstrate excellent leadership.

Olin Corporation is a leading vertically-integrated global manufacturer of chemical products and a leading U.S. manufacturer of ammunition. Olin is the world’s leading producer or chlor alkali products and Vinyls, the number one global seller of membrane caustic soda and chlorinated organics and the number one North American seller of chlorine, bleach and hydrochloric acid. Winchester's principal manufacturing facilities produce and distribute sporting ammunition, law enforcement ammunition, reloading components, small caliber military ammunition and components and industrial cartridges.

Essential Functions:

  • Manage day to day operations of defined business team and/or geographies

  • Displays excellent managerial and HR management skills, as well as in-depth knowledge of the organization, especially of logistics and manufacturing issues.

  • Driving business strategy execution across the team by collaborating with key business stakeholders.

  • Serves as the primary liaison between sales, supply chain/logistics, quality, technical services and manufacturing staff on the effective delivery of customer service

  • Ensures department’s budget on the basis of operational needs, identifying the resources required to meet such needs

  • Plans customer service activities and checks that they are properly carried out, in line with the relevant times and costs

  • Provides oversight for transportation issues and inventory management

  • Researches and obtains resolution of a variety of customer complaints and issues and resolves issues with the customer

  • Direct people management responsibility including employee development and compensation decisions Prepares reports in accordance with the company policies and submits by required deadlines

  • Maintains proper relationships with sales and marketing to understand their requirements and priorities

  • Ensures proper training of internal resources, external partners and customers concerning products use and maintenance

  • Participates in reviewing and interviewing potential candidates

  • Leads business and functional objectives in order management process integration with the business/company objectives.

  • Competencies required are being initiative, innovate, interpersonal effectiveness, leadership, learning, market focus, teamwork and value creation

  • Model Customer Advocate mindset across functions

  • Be a change agent

  • Understands business strategies and implications to service levels

  • Strong understanding of work process methodologies, especially those related to the order management processes

  • Good teamwork skills, ability to manage both individuals and a team

  • Best practices champion to improve efficiency

  • Demonstrates a clear bias for action on priorities

  • Accurate attention to detail

  • Maintains highest standard of ethical behavior

  • Excellent leadership skills

  • Prior business and leadership experience

  • Excellent oral and written communication skills

Minimum Requirements:

  • Bachelor’s degree required; Master's degree (preferred)

  • Business, Logistics/Transportation, Marketing or related field (strongly preferred)

  • 5 years of Customer Service experience required; experience in an industrial or manufacturing environment, Logistics and/or Customer Service management role preferred

  • Manufacturing/industrial work setting; chemical industry preferred

  • Knowledge of US regulations for rail and truck shipments

  • Ability to work in fast-paced environment

  • Outstanding customer service skills

  • Effective time management

  • Microsoft Office

  • SAP preferred

*Degree must be from a school that is accredited by an accrediting agency recognized by the Secretary of Education of the U.S. Department of Education

Olin is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.