Supv Customer Solutions - Webster, TX

A Place Where People Matter. 

Start your career journey with Univar Solutions!  Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you. 

 

The Customer Solutions Supervisor will lead and manage a team of Customer Solutions Representatives who own the order-to-cash process for a set of dedicated customer accounts in a business to business (B2B) environment. This is a highly interactive position, responsible for the coaching, training, motivating, supporting, and career development of their team to provide the elite customer and employee experience. The Customer Solutions Supervisor will maintain and demonstrate substantial professional business partnerships with customers, sales teams, and the internal supply chain. The Customer Solutions Supervisor works in coordination with their Customer Solutions Manager and/or their direct supervisor to ensure long term business growth and profitability.  A Customer Solutions Supervisor will be expected to make decisions on behalf of the company in alignment with our financial objectives and will thrive to be or is an expert in all of Univar Solution’s competencies. All of these activities are to be managed in accordance with the company's goals of safety, compliance, and code of conduct.

 

Deliverables:

Supervisor Ownership 

• Actively supervises team, which includes interviewing, onboarding, coaching, and reviewing performance in addition to day-to-day monitoring of team performance.   
• Will work closely with various departments within Univar Solutions, including but not limited to, sales, operations, purchasing, and credit to resolve escalated order issues and delays.    
• Monthly and daily review of sales order counts, inbound and outbound calls, and re-distributes work as necessary all to optimize work balance and productivity.   
• Creates, monitors, and reports metrics for the Customer Solutions team to drive success and align with company goals. 
• Measures work through standard work audits, call scoring, side by side coaching, scorecard review, and annual performance management process.  Addresses performance gaps through coaching, corrective management, and performance improvement plans when necessary.  
• Contributes expertise to improve systems and tools and participates in SAP testing. 
• Manages special reports asked of the business.  
• Represents and participates on behalf of Customer Solutions in district meetings and internal departmental meetings as appropriate.  May be required to present information specific to Customer Solutions activity, process improvement activity, and additional areas of support. 
• Plays an important role, leading and motivating the CS team through team meetings and one on one interaction. 
• May serve as project leader for process improvement projects.  
• Provides solution alternatives to Customer Solutions Representatives as needed. 
• This position allows for direct decision making as determined by direct manager.  Decisions should be aligned with overall Univar Solutions strategies/objectives versus direct impact on his/her immediate area of responsibility. 
• Participates in Customer Solutions Leadership training 
• Travels as required. 

 

 

Issue Resolution  

• Leads and guides Customer Solutions Representatives through urgent issue escalation and resolution to ensure customer satisfaction in alignment with Univar Solutions’ business objectives.  
• Works as a liaison with various departments within Univar Solutions to resolve customer order and/or system issues. 
• Able to provide root cause analysis during the customer non-conformance resolution process to help prevent future occurrences of any and all issues.   
• Communicates customer feedback including any signs of dissatisfaction to management and account relevant business partners. 
• Exhibits managerial courage and creativity during team and interdepartmental conflict management. 

 

Education/Experience/Training/ Certifications – Required

 

• Minimum of associate degree or equivalent experience required 
• 5+ years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history i