Cabot Corporation

  • Customer Care Domestic Manager

    Requisition ID
    2018-8099
    # of Openings
    2
    Position Type
    Regular Full-Time
    Location
    LV-Riga
  • Position Summary

    Manages activities of a Customer Care group within the Business Service Center providing services to business segments in the region.   Provides leadership to supervisors, team leads or directly to staff.

     

    Makes sure that team is operating at highest standard of performance, assigning priorities and ensuring continuous coverage for all the activities within the group. Develop and lead the group, in line with the policies, procedures and standard business practices, to achieve excellence in fulfilling customers’ requirements.

     

    Customer Care acts as a key communication link between the external customers and the company.  Accountable for ensuring that customers receive the best service/support possible, to maximize customer satisfaction and enhance the organization’s image in the market place.

    Job Responsibilities

    • Ensures Customer Care provides excellent service/support to Customer by making sure all requests are properly and timely addressed
    • Oversees order processing and execution activities according to the company policies and procedures, including system use and flow of information, to ensure that customer requirements are fully captured and integrated into the order process. Ensures all customer communication is treated with due urgency and all contacts with customers are conducted with courtesy and high level of service professionalism.
    • Provides leadership and resolution to escalated service problems.  May participate in the management of contracts and negotiations with third-party providers.
    • Facilitates communication with Business Service groups.
    • Actively contributes to the improvement of BSC processes, both within the BSC and with the larger Cabot context (global standards) & implement according to the agreed plans.
    • Leads the review of processes, procedures, standards and key performance indicators. Ensures performance meets or exceeds standards and goals.  Proposes improvements to existing methods to enhance quality, efficiency, reliability and continuity of service.
    • Manages performance of Customer Care Domestic team, provides leadership and guidance to employees. Ensure high performance of the team in terms of quality and efficiency, through Performance Based Management, including appropriate training, coaching, delegation and motivation. With support of Operations Manager, effectively coaches and develops Team Leads and Supervisors.
    • Ensures the work according to the Quality management system, including monitoring and analysis of KPIs and metrics, conducting the root cause analysis, and implementing and tracking corrective actions.
    • Monitors budgets; oversees data on costs for area of responsibility, and provides input to the long range planning process.
    • Effectively participates in the Extended Leadership team contributing to the achievement of company’s goals, projects and initiatives.
    • Develops and maintains business relationships with external parties, which may include customers, third-party service providers, vendors as well as internal groups within and outside the Business Service Center.
    • Ensures compliance with policies, procedures including safety, internal control, Sarbanes-Oxley regulations and ISO 9000 standards.

    Requirements

    Necessary qualification

    • Higher education in Business, Humanities, Social sciences or similar discipline.
    • 3 to 5 years experience in a Customer Service and /or Commercial function in a leadership position.

    Necessary competencies

     

    Customer (internal/external) oriented mindset:

    • Ability to build and maintain good relationship with customers in any situation;
    • Ability to ask appropriate questions to fully understand requirements / issues;
    • Develop understanding of Customer requirements and objectives;
    • Responsive and reliable in dealing with customer issues.
    • Commercial mindset and business acumen
    • Communication and interpersonal skills, with the aptitude to influence employees and management, both inside the company and externally with Customer.
    • People management: team builder, coaches, demonstrate empathy and cares about people
    • Stress resistant. Adapting with flexibility to a fast moving environment.
    • Problem solving skills and ability to prioritize and responsive in dealing with issues (customer and internal).

     

    Languages: fluent in English and one or several other major European languages (German, French, Dutch, Italian, Spanish).

     

    Discipline in execution:

    • Able to permanently maintain high level of accuracy;
    • Adherence to procedures.
    • Ability to understand how different function and activities interact within Cabot organization.
    • Computer literate. Existing knowledge of a ERP system is an asset.

     

    About Cabot

    Founded in 1882, Cabot Corporation (NYSE: CBT) is a global specialty chemicals and performance materials company, headquartered in Boston, Massachusetts. The company is a leading provider of rubber and specialty carbons, activated carbon, inkjet colorants, cesium formate drilling fluids, fumed silica, aerogel and elastomer composites.

     

    Our Business Service Centre in Riga, Latvia employs more than 150 enthusiastic and talented team members who are responsible for proving financial, IT, purchasing and customer services support for Cabot’s 21 locations in Europe the Middle East and Africa.

     

    At Cabot Latvia, our people are our biggest asset, they make Cabot a great place to work. We have a passion for the work we do, which inspires us to achieve great results. We encourage culture based on respect, integrity, responsibility and excellence. We also believe that time spent at work should be both rewarding and interesting. Our passionate employees have built an active social life within the company that is driven by several committees, regular team building and social events. We are proud of our culture and work environment that we can ensure to our employees.

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