Ingevity

Customer Solutions Manager

US-SC-North Charleston
Job ID
2017-1616
# of Openings
1
Category
Supply Chain/Logistics

Overview

Bold. Energetic. Ingenious. Genuine. These qualities best describe employees who work for Ingevity. We believe it takes extraordinary people to create extraordinary results.

 

At Ingevity, we harness the bold spirit, innate curiosity and remarkable ingenuity of our people to develop innovations that purify, protect and enhance the world around us. Our products enable oil to flow better, crops to grow fuller, roads last longer, and ensure that the air we all breathe is cleaner.

 

Already a leader in markets in which we compete, we leverage our deep technical expertise and knowledge of our customers’ industries to turn complex challenges into powerful possibilities and value-added solutions. We prize creativity and imagination and we’re always looking for a better, smarter way of doing things.


We know it takes the right people with the right attitude to achieve the improbable. People who understand that there is no challenge too big and no contribution too small. People with the ability to solve and the commitment to stay the course. People who work together to create meaningful impact and exponential results, for our customers and the world around us.

 

Our people are our most valued asset, and the foundation of our success. Interested? We thought you might be, and we’re so glad!

 

The Customer Solutions Manager manages teams responsible for all activities associated with customer service and order fulfillment within a defined global business unit for Ingevity products.  Oversees the management of  $7 -10 million in annual international transportation spend. Manages customer service teams that support multiple businesses that total $25+ million in annual revenue.  Responsible for defining processes, establishing procedures, developing metrics, and quality controls which support efficiencies to ensure internal and external customer satisfaction

 

How you will impact Ingevity

Develop metrics to measure and improve shipment efficiencies, fill rate, documentation accuracy and other functions relating to:

  • Optimization of the mode, time, and cost of shipments
  • Adherence to routing guide to create optimal load plans for designated shipping locations
  • Consolidation of product from multiple shipping locations when applicable
  • Communication with and scheduling of freight carriers and forwarders
  • Tracking of production and product availability.
  • Building orders into container/trailer loads based on customer requirements, product availability and priorities
  • Resolve product allocation issues with manufacturing, international/domestic sales and other international order logistics personnel.
  • Manage a staff of individuals responsible for executing the planning and fulfillment transactions internationally and domestically.
  • Work with Transportation Management and/or Shipping departments to ensure least cost/best service transportation providers are being utilized.
  • Act as liaison between all relevant departments including domestic/international teams, order management, demand planning and shipping.
  • Ensure all SOX monitoring steps are completed by required due dates
  • Manage departmental operating expenses to be within determined budgetary levels.
  • Support internal cross-functional activities pertaining to scheduling, transportation, and fulfillment for of customer orders globally.
  • Manage special projects pertaining to the planning and fulfillment of customer orders. Develop and evaluate alternative cost reduction opportunities.
  • Deep understanding of Ingevity Chemical products, dangerous goods information, trade lanes and Standard Operating Procedures.
  • Accomplishes customer service human resource objectives by assisting in recruiting process, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
  • Determines customer service requirements by maintaining contact with customers; visiting operational environments; benchmarking best practices; analyzing information and applications.
  • Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Accomplishes information systems and organization mission by completing related results as needed.

What you need to succeed

  • Minimum 10+ year’s experience in Supply Chain and/or Logistics management required
  • Knowledgeable in freight tariffs, transportation, customs, and logistics
  • Good understanding of standard concepts, practices, and procedures with respect to customer service/sales activity
  • Great attention to detail and follow-up skills
  • Communicate effectively, directly and pleasantly
  • Proficient understanding of domestic and international processes. Export Administration Regulations (EAR), US Customs and Border Protection (CBP) regulations, INCO Terms 2010, Harmonized Tariffs, IMDG and NAFTA requirements
  • Proficiency in SAP R/3 (Sales & Distribution Module).
  • Proficiency in all Microsoft applications
  • Excellent interpersonal communication skills, both verbal and written, and the ability to work with all levels of the organization.
  • Ability to manage and possess a strong level of organizational skills and sense of responsibility in a fast-paced environment.
  • Ability to multitask, think analytically, successfully manage change and communicate effectively
  • Act as an agent for change and continuous improvement.

About us

Ingevity provides specialty chemicals and high-performance carbon materials and technologies that help customers solve complex problems. These products are used in a variety of demanding applications, including asphalt paving, oil exploration and production, agrochemicals, adhesives, lubricants, publication inks and automotive components that reduce gasoline vapor emissions. Through a team of experienced people, Ingevity develops, manufactures and brings to market products and processes that purify, protect and enhance the world around us.
 
With about 1,500 employees worldwide, we operate in 13 countries and serve customers in more than 100 nations. But no matter where we’re doing business, we do things the right way – with a focus on integrity, sustainability, and positively contributing to the communities in which our employees live and work. 

Ingevity is an Equal Opportunity Employer, Minorities/Women/Veterans/Disabled.

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The Ingevity Talent Community

At Ingevity, we harness the bold spirit, innate curiosity and remarkable ingenuity of our people to develop innovations that purify, protect and enhance the world around us. Our team’s deep technical expertise and in-depth knowledge of our customers’ industries allow us to form meaningful partnerships. Together, we turn complex challenges into powerful possibilities!

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