Costumer Service Coordinator

Magnera's purpose is to better the world with new possibilities made real. For more than 160 years, the originating companies have delivered the material solutions their partners need to thrive. Through economic upheaval, global pandemics and changing end-user needs, they have consistently found ways to solve problems and exceed expectations. By bringing together these legacy companies, the distinct scale and comprehensive portfolio of products will bring customers more materials and choices. With a combined legacy of resilience, Magnera will build personal partnerships that withstand an ever-changing world.

Deliver exceptional Customer Care Service. Take leadership of customer satisfaction excellence to be representative of VOC within the company and therefore to build market driven culture to support the business plan. Act as bridge between internal and external functions, coordinate sources and efforts needed for customer satisfaction, supervise and lead customer service team to performance regular customer service activities and other value-added service offerings. Set up policies and procedures in providing support to customers on contractual obligations.

1. Publish to relevant functions as generally demand management guideline. Work closely with the sales team to manage demands to ensure final sales target fulfillment. 
2. Lead customer satisfaction improvement tasks, design systematic customer satisfaction process map, set up customer satisfaction metric and relevant accountability, work out plans to ensure delivery in the whole supply chain from internal to external.
3. Drive internal customer satisfaction culture and practices
4. Manage customer service team works with systematic procedure improvement. Proper coaching to team member, control customer service key performance. 
5. Ensures all department employees are properly trained and work safely.
6. Works with Supply Chain team to drive standardization and continuous improvement.
7. Manage own Customer Portfolio.

Education (Degree/Major)

Bachelor’s degree in business administration or relevant field.

Whole Supply Chain understanding will be valued

Certifications

Proficiency in Microsoft Office and customer service software.

Work Experience

Minimum 5 years’ experience

Language

Fluent Spanish and English

Leadership- strong personal accountability to achieve goals and develop it within the Team through effective coaching and delegation.

Initiative- proactively develops plans for improvement and effectively communicates and sells those plans to others.

Credibility- takes responsibility for mistakes, respects confidentiality, completes commitments on time, and uses data to support decisions.

Excellence- self-motivated to improve processes and performance. Can adapt and apply new ideas and methods to improve team/plant performance.

Communications- Excellent communication skills. Presents information clearly and concisely. Listens well and asks the right questions. Can interface effectively with customers, vendors, contractors and senior leaders.

Accountability- demonstrates the ability to deliver committed performance indicators. Initiates corrective action, anticipates issues, and develops contingency plans                                                                                                                                                                                                                                            Problem solving and strong decision making skills.