Customer Service Supervisor

About Us

At Quaker Houghton, we are experts in the development, production and application of industrial process fluids, lubricants and coatings for the manufacturing industry. We have been an integral part in the growth of the world’s largest industrial and manufacturing companies from aerospace and automotive to primary metal and energy. Today, we have a global presence, with our corporate headquarters located in Conshohocken, PA. Quaker Houghton is a global publicly traded company with a unique collaborative culture that supports career growth for its associates and offers competitive compensation and benefit programs.

Position Summary:

Manage Customer Service Representatives within the Quaker Houghton guidelines and government regulations. Provide leadership to the Customer Service Group to ensure that the customer needs are being met per agreed service requirements against superior economics and on a measurable and consistently high satisfaction level. Maintain ongoing positive relationships with internal and external customers.

Coordinating and autonomously taking care of all (administrative) sales support activities within the Customer Service Group in a proper and proactive way, aimed at realizing and securing optimal sales and customer support.

Job Responsibilities:

• Cooperate, collaborate and communicate daily with customers, internal departments and affiliates. Establish a cadence with key stakeholders to review customer experience, expectations and ongoing issues with associates from all levels within the organization

• Leading in the development of people in the department through appraisals, goal setting and motivation of employees, creating, and maintaining a team environment.

• Manage the preparation all required documents to customers by gathering the required information from the involved associates from different departments.

• Prepare reports and perform analysis on KPI’s and (sales) Management requests and take the necessary actions to improve KPI performance.

• Works in conjunction with the Customer Service Manager on mid and yearly performance evaluations for department personnel. Additionally, sets goals and objectives for team as well as performance coaching and improvement plans.

• Ensure CSG team communicate effectively and local Supply Chain is informed on all details enabling on time planning, production and customer delivery. Discuss and define production and delivering options with internal departments and provide customers, sales the necessary information about orders, shipment and delivery dates.

• Ensure compliance to the execution of commercial SLA’s, contracts or other type of agreements.

• Identifying, managing and implementing ongoing improvement processes and cost savings opportunities within the CSG environment and the wider business where possible.

• Enforce and adhere to SOX compliance requirements and pass successfully internal and external audits, including Monitor, archive and ensure the correct Delegation of Authority (DoA = approval levels) for each applicable process.

• Support audits (internal and external) according to the latest Customer Service Group Matrix.

• Other duties as assigned.

Education, Experience and Skills:

• Bachelors Degree or equivalent plus 5 plus years or experience in a comparable role.
• Proficient in MS Office tools.
• JD Edwards experience preferred.
• Strong organizational and communication skills.

EEO STATEMENT: It is Quaker Houghton's policy to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender