MAPEI USA · 1 week ago
Regional Customer Service Manager
Dalton, GA
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expMAPEI Corporation is a global leader in manufacturing construction chemicals and building materials. They are seeking a Regional Customer Service Manager to lead a high-performing customer service organization, ensuring excellence in order fulfillment, communication, and customer satisfaction.
Construction
Hiring Manager
Lazara Prieto
Responsibilities
Accomplish customer service objectives by recruiting, training, assigning, scheduling, coaching, and evaluating team members
Communicate job expectations; plan, monitor, and appraise job results while enforcing company policies and procedures
Direct the regional order fulfillment process, ensuring orders are processed accurately and on time in compliance with MAPEI standards
Manage workflow and resources to maintain complete and efficient order processing; develop strong back-up resources for coverage needs
Lead and mentor staff to deliver exceptional customer experiences and meet/exceed key performance metrics
Maintain regular contact with customers to understand requirements and ensure operational capabilities align with customer needs
Collaborate cross-functionally with Sales, Operations, Shipping, and Accounting to optimize service performance
Resolve escalated customer complaints that cannot be handled at the representative or lead level
Analyze customer complaint data and develop solutions to prevent recurrence and drive continuous improvement
Support and train staff on process and technology enhancements related to ERP, EDI, OCR, and CRM systems
Attend trade shows and line reviews as required
Adhere to all MAPEI policies, safety rules, and work procedures
Perform other related duties as assigned
Qualification
Required
Bachelor's degree or a minimum of 10 years of related experience, or an equivalent combination of education and experience
High school diploma or equivalent required
Strong technical knowledge of Enterprise Resource Planning (ERP), Electronic Data Interchange (EDI) (including 850, 856, 810 transactions), Optical Character Recognition (OCR) mapping, and Customer Relationship Management (CRM) systems
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and D365 required
Strong accounting background to resolve credit/debit transactions tied to the order entry process
Proven leadership experience managing customer service or order fulfillment teams in a manufacturing or distribution environment
Excellent communication, analytical, and problem-solving skills
Ability to travel up to 5% within the U.S. for meetings or training
Benefits
FREE MEDICAL INSURANCE for our employees or the option of a highly competitive medical plan with minimal monthly employee contributions.
17 Days of paid, sick and vacation time annually (days are prorated in year one).
401K retirement with up to 6% matching program.
Excellent dental, vision programs, flex spending accounts, employer paid life insurance and free tele-med physician services.
Various other company employee-centric perks initiatives; tuition reimbursement programs, discounted home/auto insurance programs, supplemental life insurance, and more.
Company
MAPEI USA
MAPEI is a worldwide company producing building materials with its 96 subsidiaries operating in 57 countries and 93 manufacturing plants in 36 nations.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Valerie Hayes, MBA
Senior Talent Acquisition Partner - US
Company data provided by crunchbase