Customer Service Manager H/F Saint Gobain

Détail du poste

WHY DO WE NEED YOU?

If you want to discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers.

We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

Omniseal Solutions is a global business, developing and producing sealing solutions for various technical markets (Energy, Aviation, Space, Industrial, Life Sciences, Nuclear and Semiconductor). We are looking for a candidate for the newly created position of Customer Service Manager, reporting to the Plant Manager and working closely with the Global Capture Support Team.

This role will lead the Customer Service function within a manufacturing environment, ensuring the efficient handling of customer inquiries, order processing, and issue resolution. This role supports strategic commercial goals, integrates closely with production and technical teams, and enhances customer satisfaction and retention through proactive service delivery and continuous process improvement.

Our products are targeted towards technical markets and so the ideal candidate will have interest in and passion for technical challenges to understand the manufacturing processes of our products and economical drivers impacting their cost.

Key Responsibilities include but are not limited to :

Customer Relationship Management :

Develop and maintain strong, long-term relationships with key customers.
Support the customer service team as needed for complex customer issues and complaints.
Implement service level agreements (SLAs) and monitor customer satisfaction metrics.
Develop and manage digital pricing tools for various products produced on site, including annual price revisions.
Closely work with product managers to permanently improve our pricing strategy that includes market variations, latest value added measurements and product competitiveness
Coordinating prototyping activities for new product introduction, from commercial offer to order shipment.
Serve as key member, developing and executing S&OP process and improvements.

Team Leadership & Development :

Support the Customer Service Supervisor and team to set performance objectives, monitor KPIs, and ensure high service standards.
Develop training and development plans aligned with operational needs.
Works across the organization with partner sites i.e. Europe and Asia to share best practices, develop processes, and support our customers with world class service.

Operational Excellence :

Oversee end-to-end order management processes from quote to delivery.
Use technical knowledge to interpret and communicate product specifications and manufacturing capabilities to customers.

Continuous Improvement :

Identify opportunities to streamline and automate service processes.
Lead customer feedback analysis and apply insights to improve products and services.

Reporting & Compliance :

Prepare and present regular reports on customer service metrics and improvement initiatives to senior management.
Ensure compliance with relevant regulatory and quality standards (e.g., ISO, industry-specific norms)

IS THIS JOB FOR YOU?

Bachelors Degree in a technical discipline (i.e. industrial, mechanical engineering or related field) is required.
Master's Degree is preferred.
7+ years' experience in a customer service function / sales business development in a manufacturing environment is required.
2+ years proven track record in quoting / costing is required.
5+ year' demonstrated experience in a managerial leadership role is required.

Good knowledge and practice of IT tools, such as Excel, Access, Teams or power BI

Good knowledge of digital tools as CRM (Salesforce) and various other software

Ability to communicate both written and orally throughout all levels of the organization and with customers.

Team building and motivational skills along with strong decision-making and organizational skills

Ability to influence and drive solutions

Strong analytical aptitude and problem solving skills

Must BE results oriented, self-motivated, flexible, dynamic, and proactive

This role is not eligible for visa sponsorship.

TO MAKE SURE NOTHING IS FORGOTTEN

Certain locations require pay information BE provided in job postings. Saint-Gobain aims to deliver a comprehensive Total Rewards package to support our employees' wellbeing and help improve daily life for themselves and their families. We believe in the importance of pay transparency in what we offer potential candidates. Provided is the national pay range for this position which is $89,500 to $138,500 per year. However, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

In addition to base salary, this position is eligible for an annual bonus. The targeted bonus amount is 12% of base salary based on company and individual performance measures. The Total Target Cash range (base pay and annual bonus) for this position, is $100,200 to $115,100. Bonus payments are part of variable compensation and by nature can vary based on company and individual performance and is not a guarantee.

Saint-Gobain is committed to helping you and your family BE well in all aspects of your life. BE Well. BE You brings together inclusive programs and meaningful resources to support all aspects of your physical, emotional, financial, and social well-being. Employees have the flexibility to choose the benefits that best fit their individual needs.

Health and Well-being - Supporting your wellbeing, to thrive in life and work.

Medical, Prescription Drug, Vision, and Dental Insurance
Healthcare Saving Account and Flexible Spending Account options
LiveWell Wellness Program
Employee Assistance Program (EAP)

Paid Time Off and Paid Parental Leave
Retirement and Protection - Helping to make the future life you want a reality.

401(k) with Company Match, Retirement Accumulation Plan (RAP) Cash Balance Pension Plan
Company-provided Life Insurance, AD&D, Short-Term Disability
Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance

Additional Benefits - Helping shape the experience and impact you want.

Commuter Benefits
Group Legal
Identity Theft Protection
Auto and Home Insurance
Pet Insurance and Discounts
Back-up Child and Elder Care
PerkSpot Employee Discount Program