Lead Customer Service

Celanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We are committed to sustainability by responsibly managing the materials we create for their entire lifecycle and are growing our portfolio of sustainable products to meet increasing customer and societal demand. We strive to make a positive impact in our communities and to foster inclusivity across our teams. Celanese is a Fortune 500 company that employs approximately 12,400 employees worldwide with 2023 net sales of $10.9 billion.

Position Summary:

• Responsible for leading a team of Associates/Sr. Associates/Specialists/Adv. Specialists on Customer Service required to execute perfect order fulfillment within the order to cash process.  Order to cash includes pricing administration, order entry, customer service/problem resolution, billing coordination, collections and master data maintenance.
• Accountable for driving continuous process improvement to simplify and standardize, reduce non-value added activities and costs, increase productivity and achieve customer service targets. 

Areas of Responsibility:

• Leads the organization in establishing and achieving internal customer service targets
• Drive internal and external customer satisfaction
• Monitoring and investigating customer complaints and implementing corrective action.
• Ensures foreign trade and other regulatory controls are in place for accepting and executing orders
• Ensure compliance of department to safety targets, ISO and Sarbanes Oxley.
• Meet productivity and quality metrics for delivery at expected cost for the service level chose by the businesses
• Develop and document procedures
• Develops and trains personnel to improve performance and job satisfaction
• Effectively manage day-to-day emergencies/issues
• Drive past due performance together with AR and Sales

Maintains and ensures key internal relationships

• MA/BA degree
• Leadership experience 
• Experience in Customer Service or related field (3-5 years)
• Fluent English
• Preferably also Fluent German
• Positive, pro-active personality
• Customer focus
• Change agent
• Team player