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FEATURED PROJECT: Remote Customer Service Leads- $45,000-$49,000 

SALARY RANGE: $ Salaried $45,000-$49,000 

OPENINGS: Multiple 3

HOURS: Part time, and F/T hours


3 positions needed, must be in EST or PST. Standard hours 9-5pm

Nationwide manufacturer that has been in business for over 80 years and has over 2,000 employee world wide.

Provide leadership for the daily operations of team members to meet the needs of the customer while supporting department and company service and financial goals and objectives.

Plan, organize, and manage the work of team members to ensure that department and company goals are understood and realized.

Manage the sales order process providing timely and accurate information to customers, including the ability to:

Initiate and accurately maintain Sales Orders

Provide timely and accurate order status updates to internal & external customers

Respond to customer and product inquiries

Initiate and manage debit memos, credit memos, and customer returns

Ensure we are meeting the needs of customers through effective use of and in collaboration with the commercial organization and other supply chain departments

Identify, lead projects, and implement improvements in Customer Service and Logistics Cost Out efforts and activities.

Utilize service and business analyses metrics & models for tracking customer trends and patterns considering the total cost of ownership and company goals

Participate as Customer Service liaison in monthly demand management and supply video conference meetings

Facilitate and actively participate in Customer Service video meetings as needed to meet the needs of the customer and the business

Act as Customer Service liaison to Business Team(s) ensuring the needs of the business are met. Serve as Customer Service and Logistics Representative and Subject Matter Expert (SME), as needed.

Participate in and influence the development of LATAM, ASPAC, and European Customer Service and Logistics processes including the Order Management process.

Achieve APICS CPIM and/or CSCP Certification (or a supply chain focused equivalent) within one year of employment.

Train staff to and individually exhibit effective communication with cross functional departments and customers to optimize the end-to-end supply chain and to improve overall customer experience.

Conduct annual performance reviews and administer employee development plans

Monitor work performance of team members and correct any performance defects

Participate in the interviewing and hiring process

Develop supply chain skill set to effectively deliver training to team members that allows them to provide optimal customer service related to:

Customer Relationship Management and Communication Protocol

SAP order entry and order management

Demand Analysis

Customer Service Measurement and Metrics

Customer Service strategy and process utilization, Analytics and Metrics

Develop and implement processes, analysis, and measurements to support future growth of the company, capture the customer experience, improve service and reduce cost to serve.

Drive implementation of the strategic vision for Customer Service with internal customers and direct reports

Participate in the development and implementation of strategic plans

Ensure Customer Service operations and support are aligned with Supply Chain, Business, and Company goals and objectives

Utilize customer feedback, financial, and business analytics, metrics & models for measuring the customer experience and balancing service offerings with the cost to serve.

Manage, monitor, and drive performance of Call Center and communications processes to ensure high level of customer service and satisfaction.

Lead, manage, and coordinate Stepan Supply Chain Execution Agreements (SCEAs) with customers to align operational expectations and identify and close any gaps in capability. Prepare documentation and manage periodic reviews of existing SCEAs.

Manage and produce weekly and monthly performance metrics capture the customer experience.

Customer Service Processes and Procedures:

Develop, maintain, and communicate processes and procedures to ensure the timely and efficient delivery of products and information to customers.

Provide Customers with timely and accurate order and delivery information

Function as key member of event management team providing customer service expertise while facilitating effective communication between sales/marketing, manufacturing, production planning and customers

Establish and maintain standard company customer service processes and procedures

Drive use of standard procedures, policies, and manuals

Provide coaching, training, and professional development to less experienced staff members through utilization of Stepan process and supply chain industry knowledge

Lead, develop, and implement continuous improvement processes to drive improved service and reductions in cost to serve in collaboration with other stakeholders and functions of the company

Contact Information:

Manage and maintain customer orders in accordance with procedures and established customer service performance measurement systems

Develop and maintain effective internal controls to ensure high level of customer service

Assist with developing and implementing order management plans for key customers

Identify opportunities to optimize customer service and improve transactional efficiency

Other duties as required


Drive implementation of IT systems to support company operations, improve efficiencies, and meet customer expectations.

Partner with members of Supply Chain and others to proactively address customer service opportunities, drive process improvements, and ensure best in class practices

Provide training and drive optimization as it relates to Customer Service

Identify and drive technology improvements related to customer service and customer connectivity, including:

Electronic Data Interface (EDI)

Real-time customer service metrics and reporting

Point of delivery capture and reporting

Assist in maintaining Global Customer Services database

Seek and evaluate opportunities to improve transactional efficiency and/or eliminate non-value added transactions from the supply chain through the use of technology

Job Requirements:

1. Functional Competencies

Ability to balance strategic and tactical thought and action

Proven analytical and creative problem solving skills

Drive realtime operations to resolution

Ability to balance multiple priorities and manage time appropriately

Knowledge of carrier operations and pricing mechanics

Solid knowledge of IT infrastructure and tools in a global environment including ERP systems

Strong skills in Excel, Word, and PowerPoint

2. Interpersonal Competencies

Communicate effectively and build relationships with representatives of partner organizations

Excellent written and oral communication skills

Ability to work cohesively with multiple teams

Attention to detail and an analytical and business acumen

3. Leadership Competencies

Ability to motivate and manage team members to meet department goals

Excellent organizational skills, ability to prioritize demands and multitask to complete objectives

Ability to interact with and influence department leadership


Comprehensive Benefit Package

Equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law



DO NOT CALL, Resume Portfolio / VA Websites will be reviewed online and applicants will be contacted directly. Must have VOT resume profile and website available for review


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