Customer Service Manager

Hexcel - Salt Lake City, UT

Full-time - Manager

Salt Lake City, UT

Chemical Manufacturing

About the position

Hexcel Corporation is seeking a Customer Service Manager for our Salt Lake City, UT, USA, Matrix location. This role is pivotal in overseeing the customer service activities of the Fibers and Matrix teams in Salt Lake City, UT, and the Fabrics Customer Service Team in Seguin, TX. The selected individual will be responsible for planning, organizing, directing, managing, and evaluating these customer service teams to ensure efficient operations and exceptional service delivery. The Customer Service Manager will manage customer orders, ensuring alignment with manufacturing and shipping logistics, while establishing and maintaining effective communication with customers and the production floor to facilitate seamless product delivery. In this role, the manager will review and improve processes, ensuring that the team acts as data stewards for the organization. This is crucial as accurate data entry is foundational to building correct processes. The manager will also ensure that the team understands and adheres to contractual commitments in all their activities. Evaluating team structure and processes will be essential, and based on this evaluation, the manager will implement changes to enhance team performance and efficiency. A key responsibility will be to foster a robust service-oriented culture, nurturing and developing the talents of team members to enhance job satisfaction. Continuous evaluation of key team metrics will be necessary, tracking and measuring performance while identifying and resolving roadblocks to success. The manager will hold teams accountable for achieving successful outcomes and will lead cross-functional changes to improve the overall customer service experience at Hexcel. Additionally, the Customer Service Manager will identify opportunities to add value beyond mere problem resolution, collaborating with various business areas such as sales, marketing, and product introduction. They will also develop action plans to enhance opportunities and minimize risks identified within the customer service team and the broader business context. Participation in and leadership of cross-functional projects impacting the Global Customer Service Team will be expected, along with reviewing customer scorecards and reporting overall performance to leadership and cross-functional teams. The role will also involve driving growth through inside sales and enhancing sales initiatives while providing leadership and guidance to the Customer Service Team.

Responsibilities

• Plan, organize, direct, manage, and evaluate the customer service activities of the Salt Lake City, UT Fibers and Matrix, and Seguin, TX Fabrics Customer Service Teams.
• Manage customer orders to ensure alignment with efficient manufacturing and shipping logistics.
• Establish and maintain alignment and communication with customers and the production floor to ensure frictionless delivery of products.
• Review and improve processes to ensure the team acts as data stewards for the organization.
• Ensure the team understands and follows contractual commitments in all that they do.
• Evaluate team structure and processes, making changes to functional responsibilities to drive performance and efficiency.
• Establish a robust service-oriented culture and nurture the team's talents and job satisfaction.
• Continuously evaluate key team metrics and track team performance.
• Identify and work to resolve roadblocks to success, holding teams accountable for successful outcomes.
• Lead cross-functional change to improve overall customer service experience, collaborating with Product Management, Sales, Planning, and QA.
• Identify opportunities to add value beyond problem resolution to relevant business areas.
• Identify risks and opportunities with the customer service team and overall business, developing action plans to enhance opportunities and minimize risks.
• Participate and lead cross-functional projects impacting the Global Customer Service Team.
• Review customer scorecards and report overall performance to leadership and cross-functional teams.
• Drive growth through inside sales and enhance sales initiatives, providing leadership and guidance to the Customer Service Team.

Requirements

• Bachelor's degree in Business or a technical field.
• Master's Degree - MBA preferred.
• Direct and/or functional management experience managing local and remote teams.
• Demonstrated experience successfully leading Customer Service teams and processes.
• Result-oriented with strong written and oral communication skills.
• Demonstrated ability and analytical skills to evaluate and improve business processes.
• Strong leadership ability; self-motivated.
• Ability to manage competing priorities in a matrix organization.
• Ability to build effective teams through coaching and collaboration.