GLOBAL FULFILLMENT MANAGER – INEOS PIGMENTS at INEOS Pigments in Ashtabula, OH
At INEOS Pigments, we value our people’s contribution in making us one of the largest producers of titanium dioxide in North America. Providing numerous products and services to industries around the globe, from coatings to plastics to paper and other end-uses, we invest in employee development and offer a wide range of career opportunities, offering everyone the chance to broaden their experience and build a professionally rewarding career.
About the Role: The Global Fulfillment Manager will lead and direct the Global Customer Service Organization. Is responsible for overall functional excellence for the teams in North America, Latin America, and Europe to accurately and quickly transact all aspects of customer-facing operations for INEOS Pigments businesses, including order management, price administration, invoicing, import and export documentation, samples, and customer complaints. Oversees applicable customer inventory management (consignment), reconciliation of any matters related to invoicing, and reporting relevant information concerning customer order activities to meet service levels established by the Businesses. Monitors and reports on customer satisfaction. The role develops and maintains work processes and established objectives. Ensure compliance with all domestic and applicable foreign financial and regulatory requirements. Develops Customer Service and Master Data personnel to fill the required roles and develops this staff for continued growth. Continually seeks improvements in the areas of cost reduction and process improvements to increase satisfaction.
Specific Job Responsibilities: Direct CSR activities and customer communications related to price increases, order lead times, monthly/quarterly/annual financial close, and product allocation and availability issues; Accountable for providing seamless off-hours customer service coverage, including training and assigning appropriate CSR coverage; Direct and ensure accurate and timely order processing, including order entry, shipment tracking, and invoicing; Monitor customer complaints and respond within agreed timing guidelines for complaints assigned to Customer Service. (Critical complaints – within 17 days with a Root Cause Analysis; Serious and Significant complaint – within 28 days). Resolve issues associated with Customer Complaints in a timely, complete manner; Oversees the customer product sampling process, critical for new customer evaluations and sales contracts; Provide oversight on customer inventory management functions, including consignment inventory procedures and vendor managed inventory procedures; Ensure the business’s month-end transactional close process is executed quickly and accurately to enable the close financial process to proceed; Represent the commercial organization for the annual financial audit process and is responsible for ensuring all audit requests are satisfied; Ensure compliance with ISO9002 procedures and instructions. Represent the Global Commercial organization and ensures compliance in all aspects of ISO procedures in various Quality reviews; Direct all activities around customer master data for North America, Latin America, and Europe through Master Data Specialist to ensure accurate customer data reporting and financial accounting; Direct all activities around SAP price supports, accruals, and rebates through Price Analyst to ensure accurate and timely accrual and rebate processing to ensure accurate financial reporting. This activity includes North America and involves complex Latin American and European transactions when dealing with direct export sales and global customers; Ensure Customer Service activities comply with all financial controls requirements. Ensure Customer Service transactions comply with all applicable domestic and foreign regulatory bodies; Select, coach and develop the CSR staff to a world-class professional level (domestic, import and export, Price Analyst, Master Data Specialist). Provide for regular training, coaching, and career discussions; Develop Customer Service Key Performance Indicators measuring service levels and costs. Measure performance against these KPIs and develops action plans to exceed targets; Maintain close relationship and coordinate activities with Sales, Market Teams, Manufacturing, S&OP, Distribution, Credit/Accounts Receivable, and Latin America Customer Service.
Our Ashtabula, Ohio Complex, consisting of two plants just south of Lake Erie, is a state of the art manufacturing complex with leading technology and more than 45 years of manufacturing excellence.
INEOS Pigments offers a competitive salary with an annual bonus and a comprehensive benefits package, including paid time off, medical, dental, vision, short-term disability, long-term disability with the buy-up option, basic life & AD&D insurance with a buy-up option for self and dependents, 401(s) with company match.
Minimum 7 years’ experience in a manufacturing-oriented customer service function; BS or BA Degree in technical or financial related areas, MBA preferred; Computer literacy including extensive knowledge of SAP, Microsoft Office Suite; Solid knowledge of SAP transactions n the areas of SD and FI; Chemical industry commercial experience; Ability to work with multi-disciplinary teams and across different locations; External customer-facing experience related to relationship building; ISO Quality Certification; Experienced facilitator who can achieve results with all organizational levels of both internal and external customers; High degree of competency in written and oral communications.