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Customer Service Lead Job

Date: Feb 17, 2019

Location: King of Prussia, PA, US

Company: Arkema

Req Id 30315 - Posted 12/28/2018 - Supply Chain - King of Prussia. Pennsylvania. US


The Customer Service Lead, Hydrogen Peroxides reports directly to the North America Supply Chain Manager, and has a team of 4 customer services representatives reporting to it.

Job Dimensions

Overall, the Customer Service Lead has responsibility for the business relationship and for driving continuous improvement in customer satisfaction across the business unit. This position manages the Customer Service Representative Team (CSR) for the Arkema Oxygenes & Derivatives business in North America. This position also manages the dedicated bulk transportation equipment fleet.

Key Activities and Responsibilities



  • Manage a team of four customer service professionals to optimize customer satisfaction within the supply chain constraints. Staff, train, and develop the team to provide required tools and resources to successfully complete their required job functions.
  • Evaluate, coach and develop team members; create the necessary competency to sustain success.
  • Act as the point of escalation for the CSR team. Provide leadership in problem solving to improve the customer experience. Work with the plants and customers to improve customers’ satisfaction.
  • Optimize customer experience with focus on problem solving and effective issue resolution.
  • Resolve crisis situations during and after hours of operation as needed while not jeopardizing customer relationships.
  • Work closely with the other members of the supply chain team and the Sales and Operations (S&OP) process to proactively inform customers of any impacts to them.
  • Work closely with sales and marketing to manage realistic expectations with new customers and get early warning of customer demands that will require coordination across the supply chain.
  • Remain focused on the total supply chain cost for product delivery when resolving customer issues.
  • Serve as an advocate for SAP and develop expert SAP user skills. Promote ISO quality procedures and effect changes/additions to existing ISO Work Instruction Manual as necessary.
  • Serve as a SAP and PBW resource for reporting and information generation, and for supply chain process leadership.
  • Serve the customer base as an operational advocate for supply chain customer complaint issues. Manage complaint process, identifies root cause and ensures that the appropriate corrective / preventative action(s) are taken.
  • Support collections with the business finance analyst to drive % current and A/R to target objectives.
  • Represent Customer Service during weekly or biweekly Carrier Performance calls
  • Improve customer satisfaction metrics that drives continuous improvement.
  • Sponsor customer improvement projects across the supply chain.
  • Collaborate with manufacturing sites and across the supply chain on S&OP to improve the customer experience.
  • Process owner for Telemetry management. Train team on website and use of tools.
  • Manage and maintain customer master data for business unit; ensure new customer relationships are set up correctly


  • Operational knowledge of dedicated transportation equipment (tank trailers, railcars, transloaders)
  • Ensure equipment stays in compliance with applicable regulations from Department of Transportation and under 49 CFR.
  • Track and maintain data on non-plant assets within SAP (tank trailers, railcars, transloaders, tank skids, chassis, etc.). – confirm SAP Fleet data and reduce missing information. Ensure copies of relevant documents (i.e. current titles and registrations) are maintained.
  • Liaison between Arkema and 3rd Party Equipment Maintenance vendor, ARI.
  • Perform irregular tasks related to equipment management – empty equipment relocation, replacement license plates, transfer of titles, ARI stickers, etc.
  • Perform fleet-sizing analysis on rail and trailer fleets.
  • Obtains customer specific requirements for developing & maintaining the master customer records as it relates to equipment


Context and Environment

This is a team lead position with responsibility for team building, motivating change, and focusing on improvement metrics and continuous improvement. This position requires knowledge of customer relationship management and has the ability to work respectfully with customers to address their needs, can reduce organizational stress and negotiate for an overall acceptable solution. The position is multi-faceted and requires the ability to see the big picture, build amazing relationships, and lead problem solving across the supply chain. Equally passionate about customer service ratings AND the total cost of delivering product to the customer (protecting margin). This position is responsible for the front-end of supply chain with the order management process and the back-end of supply chain with the enablement of the delivery via the fleet management and the terminal establishment processes.


Travel is about 5-10% of time.

Required Education / Qualifications / Work Experience

  • Bachelor’s Degree required. Business, Supply Chain, Engineering or related field preferred
  • Five to Ten years of supply chain management experience
  • Previous S&OP experience preferred (2+ years)
  • Knowledge of SAP is required


Demonstrated Competencies

  • Strong planning, organizing, and prioritizing skills required
  • A reputation for follow through and maintaining relationships in spite of conflict
  • Exceptional interpersonal and communication skills
  • Proficient in computer applications including SAP; Lotus Notes; Microsoft Office; Excel; PowerPoint; Computerized Query Tools
  • Strong as a problem solver and especially in working with others to achieve results.
  • Able to negotiate solutions for the overall satisfaction of key stakeholders.
  • Technical knowledge of equipment fleet and terminal operations.




A designer of materials and innovative solutions, Arkema shapes materials and creates new uses that accelerate customer performance. Our balanced business portfolio spans High Performance Materials, Industrial Specialties and Coating Solutions. Our globally recognized brands are ranked among the leaders in the markets we serve. Reporting annual sales of €8.3 billion in 2017, we employ around 20,000 people worldwide and operate in some 55 countries. We are committed to active engagement with all our stakeholders. Our research centers in North America, France and Asia concentrate on advances in bio-based products, new energies, water management, electronic solutions, lightweight materials and design, home efficiency and insulation. 

Arkema Inc.  provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence.

Nearest Major Market: Philadelphia

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