As a Customer Service and Logistics Manager, you will lead and manage the global customer service team within PPG's Specialty Products Business. You will oversee the customer service operations to ensure efficiency and quality of on time delivery. You will need to work in a highly collaborative environment, communicating with our customers, changing priorities, our operations, and cross-functional teams, as well as outside services and agencies to ensure a seamless customer experience. You will report to the Global Product and Process Improvement Manager and be based on site at the Monroeville location.
Main Responsibilities.
• Lead and mentor the customer service team, fostering a culture of high performance and professional development. • Ensure the team has the skills and resources necessary to support Specialty Products' global objectives. • Work cross-functionally with corporate logistics, procurement, freight forwarders and agents, transportation carriers, certified packaging, revenue accounting, credit, and IT to ensure seamless customer experience. • Oversee the resolution of complex customer issues and complaints. • Develop and implement processes to prevent recurring issues. • Maintain and actively support ISO 9001 Certification process. • Manage performance indicators to guarantee service offer to our customers. • Leverage and utilize technology to optimize customer service workflows and foster innovation.
Qualifications.
BA degree with generally 8-10 years related experience, approximately 1-3 of which is in a manager level role. Proficient in international logistics processes, including customs documentation, importation requirements, and VAT compliance. Proficient in managing processes and activities aligned with PPG Export Compliance guidelines for handling international orders.
Strong leadership skills with the ability to inspire and lead a high-performing customer service team, while working with cross-functional teams and senior leaders. Excellent problem-solving skills with a proactive approach to identifying and addressing customer service challenges. Excellent communication skills with the ability to effectively present customer service information to various stakeholders, including senior management.
Strong interpersonal skills with the ability to build and maintain relationships within internal and external stakeholders. Ability to develop and implement strategic customer service plans aligned with business objectives. Proficient with TMS systems, ERP, and CRM systems.
PPG pay ranges and benefits can vary by location, which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions, including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.