Hiring: Customer Service Manager (Birmingham, AL) Company: Evonik Location: Birmingham, AL Job Posted Time: 2026-09-11 17:57:02 Employment Type: Full-time Target Skills & Keywords: Customer Service Strategy, Order to Cash (O2C), SAP SD/MM, CRM, Power BI, KPI Monitoring, Team Leadership, Process Improvement, Digitalization, International Logistics, Incoterms, Trade Compliance, Budget Management, Cross-functional Collaboration, SOP Development Experience: - Minimum 2 years of experience in customer service, supply chain, or order to cash operations - Experience working in global or multicultural organizations and coordinating activities across countries or time zones - Experience leading or supervising customer service or order management teams, including coaching and performance oversight - Experience managing budgets, operational cost tracking, or financial analysis related to customer service or logistics activities - Experience leading or coordinating cross-functional improvement projects involving process optimization, workflow redesign, or digital transformation Required Skills: - Developing and implementing customer service policies, procedures, and operational standards - Managing customer escalations through root cause analysis and implementing corrective and preventive actions - Executing end-to-end Order to Cash processes, including order entry, fulfillment, delivery coordination, and invoicing - Using ERP systems such as SAP SD/MM and CRM tools for order management and customer interactions - Monitoring and interpreting customer service KPIs, service level metrics, and operational performance indicators - Using analytical tools including Excel pivot tables, VLOOKUP, and business reporting platforms such as Power BI or equivalent - Designing and delivering training programs, onboarding processes, and operational guidance for customer service personnel - Cross-functional collaboration with teams such as sales, supply chain, logistics, planning, finance, quality, procurement, and IT - Creating and maintaining SOPs, process documents, work instructions, and operational workflows - Supporting digitalization initiatives, system enhancements, or process-automation projects - Applying practical knowledge of international logistics fundamentals, including Incoterms, freight processes, customs documentation, and trade compliance basics - Coordinating with third-party logistics providers, carriers, or service vendors to support domestic and international shipments - Identifying operational gaps and implementing service improvement strategies - Supporting internal or external audits, reviews, or compliance-related assessments - Managing complex financial-related escalations such as credit issues, overdue payments, or invoice discrepancies - Coordinating with international freight forwarders, customs brokers, or specialized logistics partners - Using data analysis techniques to identify operational trends, forecast demand, or support strategic decision making Qualifications: - Bachelor's degree in International Business Administration, Logistics and Supply Chain, Economics, Business Administration, Operations Management, or a related field - Ability to set policies and make strategic decisions, ensuring customer service standards are met and continuously improved - Ability to manage a team of customer service representatives and collaborate with other departments - Local telecommuting permitted up to 1 day per week - 5% domestic travel required Compensation: - Not specified in the job posting Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!