Sr Customer Service Manager

**Job**Characteristics**:

- ** Manages** multiple countries or divisions/sales groups of Global Customer Service.**:

- ** Responsible for managing six or more processes with knowledge of two systems.**:

- ** Ensures that customers receive the best sales service possible.**:

- ** Oversees and directs customer service operations to ensure that customer claims and complaints are handled fairly and effectively.**:

- ** Maintains balance between divisions supported; understands their sales initiatives, products, and distribution methods.**:

- ** Strives to get maximum utilization out of sophisticated telecommunications equipment and mainframe system.**:
**Education/Work Experience**:

- ** Requires a degree in Business or related field and at least ten years of customer service operations experience or equivalent prior management experience.**:

- ** Must have experience in marketing, sales or operations.**:

- ** Mainframe and telecommunications system knowledge required.**:
**Independence Level/Reports to**:

- ** Manages, coordinates, and assigns workloads.**:

- ** Trains, motivates, promotes, and disciplines personnel based on company policy.**:

- ** Typically has both nonexempt and exempt direct reports.**:

- ** Works within department operational policies and procedures.**:

- ** Normally reports to Director, Customer Service.**:
**Purpose**:

- ** Determines direction and drives changes for areas of responsibility that span multiple countries/regions and/or multiple divisions;**:

- ** Oversees and directs customer service operations to ensure that customer service orders, sales orders, order management, invoice and service inquiries, claims and complaints are handled fairly and effectively.**:

- ** Established business relationship with all levels of the regions/divisions supported and has a comprehensive understanding of their sales initiatives, products, and distribution methods.**:

- ** Expert at leveraging systems and technology to drive productivity, performance and automation.**:

- ** Deliver SLA's and value
- added support.**:

- ** Reports to Director of Customer Service**:
**Qualifications**:

- ** Bachelor's degree in Business or related field and customer service operations experience**:

- ** Leadership experience across multiple groups and business units**:

- ** Supervisory experience over multi-process teams**:

- ** Must have experience in marketing, sales, supply chain or operations**:

- ** Ability to enable team to work independently in a multi-division, fast-paced environment**:

- ** Effectively builds strategies and drives change through proven change management tools**:

- ** Strong problem-solving and analytical abilities**:

- ** Advanced English is mandatory**:

- ** Advanced SAP desirable**:
**Our Commitment to Diversity and Inclusion**

Ecolab is committed to fair and equal treatment of associates and applicants and furthering the principles of Equal Opportunity to Employment. Our goal is to fully utilize minority, female, and disabled individuals at all levels of the workforce. We will recruit, hire, promote, transfer and provide opportunities for advancement based on individual qualifications and job performance. In all matters affecting employment, compensation, benefits, working conditions, and opportunities for advancement, Ecolab will not discriminate against any associate or applicant for employment because of race, religion, color, creed, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, or disability.