<p>ABOUT THE ROLE</p> <p>The Customer Success Manager is a key strategic and leadership role responsible for developing, continuously improving, and delivering a best-in- class, end-to-end order entry, management, and fulfillment experience at Holcim Building Envelope.</p> <p>The role has significant levels of responsibility and accountability for operational delivery including:</p> <ul> <li>Fostering and maintaining a positive and motivating continuous improvement team mindset and culture. </li><li>Best-in-class process development and execution. </li><li>Critical KPI development, tracking and delivery. </li><li>Strong relationships with internal and external sales organization. </li><li>Implementation of new state-of-the-art technologies. </li><li>Strategic project management. </li></ul> <p>This Leader works collaboratively with customers, sales, and supply chain to discover, engage, create, and deliver an industry-leading employee and customer experience. The Leader will support the Elevate product line. This position follows a hybrid schedule, with the expectation of working in the office four days per week and remotely one day per week.</p> <p>WHAT YOU'LL BE DOING</p> <p>Customer Order Management</p> <ul> <li>Strong work process adherence across the end-to-end process. </li><li>Working closely with other functions for order delivery success. </li><li>Establishes and manages performance metrics for customer service team members. </li></ul> <p>Delivers to Targets</p> <ul> <li>Critical understanding of present-day results and trends to escalate support needed for risk mitigation and proactive problem resolution. </li><li>Establishes best-in-class work processes and service levels. </li><li>Increase scalabilities for all processes to drive and optimize operational improvements. </li></ul> <p>Team Management</p> <ul> <li>Motivate team members and foster cross team learning for a positive employee experience. </li><li>Develops and implements training and quality assurance programs for new hires and experienced employees. </li><li>Manages team member development needs and performance results. </li></ul> <p>Continuous Improvement</p> <ul> <li>Identify ways to simplify customer service operations processes utilizing continuous improvement analysis and audits. </li><li>Supports system enhancements and automation to support a fast-paced, growth environment. </li><li>Ability to independently lead projects to meet executive and organizational requirements. </li><li>Experienced in root cause investigation methods and leading improvement projects. </li><li>Acute ability to adapt to change management. </li></ul> <p>End to End Alignment</p> <ul> <li>Cross-functional understanding within the end-to-end. </li><li>Integrated Supply Chain (Planning, Logistics, Distribution, and Manufacturing). </li><li>Manages team and Plant/ Manufacturing collaboration efforts. </li></ul> <p>Customer Complaint Management</p> <ul> <li>Strong ability to communicate with customers and build loyalty-based relationships. </li><li>Develops and implements methods to record, assess, analyze, and improve customer complaints/ feedback. </li><li>Tracks progression to complaint performance metric targets. </li><li>Identifies opportunities for improvement based on customer complaint data, driving to reduced and quickly resolve issues for the customer. </li></ul> <p>WHAT WE ARE LOOKING FOR</p> <p>Education</p> <ul> <li>Bachelor's degree in a related discipline. </li></ul> <p>Experience</p> <ul> <li>Minimum of eight (8) years of related work experience. </li><li>At least five (5) years of management/leadership experience in Integrated Supply Chain, customer-facingrole, and/or Manufacturer-B2B. </li><li>Business expert in the O2C space. </li><li>Excel mastery and analytical skills. </li></ul> <p>WHAT WE OFFER</p> <ul> <li>Competitive Compensation </li><li>Retirement Savings </li><li>Medical, Dental, Disability and Life Insurance Coverage </li><li>Holistic Health & Well-Being Programs </li><li>Health Savings Accounts (HSA) & Flexible Spending Accounts (FSA) for Health and Dependent Care </li><li>Vision and other Voluntary Benefits and Discounts </li><li>Paid Time Off and Holidays </li><li>Paid Parental Leave (Maternity and Paternity) </li><li>Educational Assistance Program </li></ul> <p>YOUR HOLCIM EXPERIENCE</p> <p>At Holcim, there is endless opportunity for you to play your part. Whether you're in a technical, managerial, or frontline role, you can shape a career that works for you. With us you'll have the chance to embrace the passion we share for our planet. You'll be encouraged to seek out diverse perspectives, share your ideas and build the skills and connections you need to perform at your best. Because it's only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.</p> <p>In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request accommodation in order to apply for a position with us, please include a note on your application or reach out to us directly.</p> <p>Holcim Solutions and Products US, LLC takes pride in our hiring processes and our commitment that all qualified applicants will receive consideration for employment without regard to age, race, color, ethnicity, religion, creed, national origin, ancestry, gender, gender identity, gender expression, sex, sexual orientation, marital status, pregnancy, parental status, genetic information, citizenship, physical or mental disability, past, current, or prospective service in the uniformed services, or any other characteristic protected by applicable federal, state or local law. Holcim Solutions and Products US, LLC, and its affiliates and subsidiaries are Equal Opportunity Employers, deciding all employment on the basis of qualification, merit and business need.</p> <p>While we sincerely appreciate all applications, only candidates selected for an interview will be contacted.</p> <p>Did we spark your interest? Build your future with us and apply!</p> <p>Nearest Major Market: Nashville</p>