I+S Customer Solutions Manager

WHAT YOU'LL DO

• Deliverables: % of time spent (Total 100%) Lead and execute key components of the Customer Solutions strategy, including Operational Excellence, Quality Assurance, Training and Development, and business transformation initiatives. 30% Drive continuous improvement of customer experience through customer feedback programs, service quality monitoring, and operational performance analytics. Own and advance key customer and operational metrics, including Net Promoter Score (NPS), Perfect Order Index (POI), service quality measures, and Operational Excellence initiatives. 30% Identify, prioritize, and implement enhancements to Customer Solutions processes, systems, and tools to improve efficiency, productivity, and customer satisfaction. Partner cross-functionally with Sales, Product Management, Purchasing, Operations, IT, and other business stakeholders to drive process improvements and support strategic business objectives. Deliver comprehensive onboarding and ongoing development programs, leveraging quality insights and supporting enterprise-wide projects and business transformation initiatives. Lead customer solutions integration efforts for mergers and acquisitions, develop integration strategies and partner with business leaders to ensure successful execution and adoption. 20% Manage and develop a high-performing team, providing leadership in talent acquisition, onboarding, coaching, performance management, employee engagement, and career development. 20% Key Stakeholders: Position/Title Reason For Contact Customer Solutions Sr. Director Immediate Supervisor Customer Solutions Leadership Reports Within This Organization Customer Solutions Shared Resources Customer Experience Sales Customer Experience Product Management Customer Experience Shared Services Functions Customer Experience Supply Chain Functions Customer Experience Master Data Customer Experience Financial Responsibility: Authority To Release $100,000 In Credits and Debits Supervisory Responsibility: Directly Responsible For Customer Solutions Supervisors WHAT YOU'LL NEED: 6-8 years of experience in customer solutions, marketing, sales, or related roles required; experience in customer operations with a history in customer service and customer support transformation preferred Bachelor’s degree preferred; not required Specialized Knowledge/Skills: Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook Strong SAP skills and experience utilizing business systems and customer service platforms to support Proven ability to lead complex, cross-functional projects, programs, and strategic initiatives while driving results across multiple enterprise functions Strategic mindset with the ability to translate vision into actionable plans and measurable results Demonstrated leadership, initiative, and execution skills with a strong focus on accountability and delivering outcomes Demonstrated success collaborating with diverse stakeholders and influencing outcomes across a broad spectrum of business priorities Experience leading, coaching, and developing high-performing teams to achieve operational goals, service objectives, and business outcomes Proven ability to build credibility, influence decision-making, and drive alignment across all levels of the organization. Strong project management, organizational, and prioritization skills with the ability to manage multiple initiatives simultaneously Strong business, financial, and operational acumen with the ability to connect business drivers to customer and organizational results Adaptable and resilient in a fast-paced, evolving environment with changing business priorities and competing demands Excellent communication and presentation skills, with the ability to effectively engage frontline employees, cross-functional teams, senior leaders, and executive stakeholders Effective management capabilities with experience leading organizational transformation and driving adoption of new processes, technologies, and ways of working Exceptional analytical, problem-solving, and decision-making capabilities Competencies: The successful candidate will show advanced capability in the following competencies: Strategic Execution Operational Excellence Communication and Executive Presence Project and Change Management Customer Advocacy Analytical and Business Acumen Cross-Functional Collaboration and Influence People Leadership and Talent Development WHERE YOU'LL WORK: This is a hybrid opportunity and will require 3 days in office. Univar Solutions is a leading, global distributor of chemicals and ingredients essential to the safety, health, and wellbeing of our daily lives from life-saving medicines and vitamins to hand sanitizers and industrial materials used for cleaning, construction, and more. Our global team of more than 9,500 employees support our vision to redefine distribution and be the most valued chemical and ingredient distributor on the planet! We offer a Total Rewards package that includes market aligned pay and incentives as well as a diverse benefits offering to support our employees’ physical, emotional, and financial wellbeing . Univar Solutions supports sustainable solutions for the world around us so that we can do our part to help keep our communities healthy, fed, clean, and safe! We are committed to a diverse workforce and a culture of inclusion. Together, we are building a culture that acknowledges the unique experiences, perspectives and expertise of individuals and provides the development and growth opportunities to empower us to redefine our industry. Univar Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you require a reasonable accommodation due to a disability during the hiring process, please contact us at [email protected] . Univar Solutions does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms (collectively Recruiting Firms). Recruiting Firms must enter into a Master Services Agreement (MSA) with Univar Solutions prior to submitting any information relating to a potential candidate. All searches must be initiated by Univar Solutions' Talent Acquisition team and candidates must be submitted via Applicant Tracking System (ATS) by approved vendors who have been expressly requested to make a submission for a specific job opening. No placement fees will be paid to any firm unless the aforementioned conditions have been met. Contacting our hiring managers directly is prohibited.