LyondellBasell Industries
Sr. Director Global Customer Service
LyondellBasell Industries, Houston, Texas, United States, 77246
LyondellBasell
Basic FunctionThis position is responsible for leading and directing all facets of the Global Customer Service teams for all Olefins, Polyolefins, Intermediates & Derivatives, Catalyst, and Circular & Low Carbon Solutions.
The incumbent develops and implements the Global Supply Chain strategy for Customer Service that supports the company and business unit strategies. This includes strategies to improve our customer experience, ease of doing business, and net promoter score.
Builds and maintains strong relationships with different external and internal, direct and indirect stakeholders. This position has 5-8 direct reports, a global team of 180 people, and annual revenue of $30 billion.
Roles & Responsibilities
Customer Service Strategy: Develop and execute a customer service strategy aligned with business objectives, focusing on delivering high-quality service, resolving issues promptly, and exceeding customer expectations.
Customer Relationship Management: Develop and maintain strong relationships with key customers, understanding their needs, challenges, and preferences to enhance overall customer satisfaction and loyalty.
Order Management: Oversee the order management process from order receipt to delivery, ensuring accuracy, timeliness, and efficiency in order processing, tracking, and fulfillment.
Supply Chain Coordination: Collaborate with internal teams such as production, logistics, and sales to ensure seamless coordination and communication throughout the supply chain, from order placement to delivery.
Complaint Resolution: Establish processes and protocols for handling customer complaints and inquiries, ensuring timely resolution and effective communication to maintain customer satisfaction and loyalty.
Customer Feedback Analysis: Gather and analyze customer feedback and satisfaction metrics to identify trends, opportunities, and areas for improvement in products, services, and processes.
Customer Segmentation and Targeting: Segment customers based on their needs, preferences, and value to the business, developing targeted strategies and initiatives to maximize engagement and retention.
Performance Metrics and Reporting: Define and track key performance indicators (KPIs) for customer care activities, generating regular reports and analysis to monitor performance, identify trends, and drive accountability.
Continuous Improvement: Drive continuous improvement initiatives in customer care processes, systems, and policies to enhance efficiency, effectiveness, and customer satisfaction levels over time.
Training and Development: Provide training and development opportunities for customer service teams to enhance their skills, knowledge, and capabilities in delivering exceptional service and building strong customer relationships.
Min. Qualifications
Bachelor's degree required
Degree in Supply Chain, Business Management or Finance preferred
Master's Degree or MBA in relevant field preferred
Typically, 15+ years of experience in positions with increasing responsibility in supply chain, purchasing, materials management, or similar customer facing role, of which at least 5 years in supervisory role
Fluency in English required
Working knowledge of one or more other European languages preferred
#LI-JC1
#LI-Hybrid
CompetenciesBuild Partnerships Deliver Results Drive Innovation Grow Capabilities Promote Inclusion Motivational/Cultural Fit Technical Skills
We are LyondellBasell - a leader in the global chemical industry creating solutions for everyday sustainable living. Through advanced technology and focused investments, we are enabling a circular and low carbon economy. Across all we do, we aim to champion our employees, and unlock value for customers, investors and society. LyondellBasell places high priority on diversity, equity and inclusion and is strongly committed to our planet, the communities where we operate and our future workforce. As one of the world's largest producers of polymers and a leader in polyolefin technologies, we develop, manufacture and market high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. For more information, please visit www.lyondellbasell.com or follow @LyondellBasell on LinkedIn.
For applicants interested in the position located in the US, you must be at least 18 years of age and must be legally authorized to work in the United States (US) on a permanent basis without visa sponsorship.
LyondellBasell does not accept or retain unsolicitedresumes or phone calls and/or respond to them or to any third party representing job seekers.
LyondellBasell is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available here.
Basic FunctionThis position is responsible for leading and directing all facets of the Global Customer Service teams for all Olefins, Polyolefins, Intermediates & Derivatives, Catalyst, and Circular & Low Carbon Solutions.
The incumbent develops and implements the Global Supply Chain strategy for Customer Service that supports the company and business unit strategies. This includes strategies to improve our customer experience, ease of doing business, and net promoter score.
Builds and maintains strong relationships with different external and internal, direct and indirect stakeholders. This position has 5-8 direct reports, a global team of 180 people, and annual revenue of $30 billion.
Roles & Responsibilities
Customer Service Strategy: Develop and execute a customer service strategy aligned with business objectives, focusing on delivering high-quality service, resolving issues promptly, and exceeding customer expectations.
Customer Relationship Management: Develop and maintain strong relationships with key customers, understanding their needs, challenges, and preferences to enhance overall customer satisfaction and loyalty.
Order Management: Oversee the order management process from order receipt to delivery, ensuring accuracy, timeliness, and efficiency in order processing, tracking, and fulfillment.
Supply Chain Coordination: Collaborate with internal teams such as production, logistics, and sales to ensure seamless coordination and communication throughout the supply chain, from order placement to delivery.
Complaint Resolution: Establish processes and protocols for handling customer complaints and inquiries, ensuring timely resolution and effective communication to maintain customer satisfaction and loyalty.
Customer Feedback Analysis: Gather and analyze customer feedback and satisfaction metrics to identify trends, opportunities, and areas for improvement in products, services, and processes.
Customer Segmentation and Targeting: Segment customers based on their needs, preferences, and value to the business, developing targeted strategies and initiatives to maximize engagement and retention.
Performance Metrics and Reporting: Define and track key performance indicators (KPIs) for customer care activities, generating regular reports and analysis to monitor performance, identify trends, and drive accountability.
Continuous Improvement: Drive continuous improvement initiatives in customer care processes, systems, and policies to enhance efficiency, effectiveness, and customer satisfaction levels over time.
Training and Development: Provide training and development opportunities for customer service teams to enhance their skills, knowledge, and capabilities in delivering exceptional service and building strong customer relationships.
Min. Qualifications
Bachelor's degree required
Degree in Supply Chain, Business Management or Finance preferred
Master's Degree or MBA in relevant field preferred
Typically, 15+ years of experience in positions with increasing responsibility in supply chain, purchasing, materials management, or similar customer facing role, of which at least 5 years in supervisory role
Fluency in English required
Working knowledge of one or more other European languages preferred
#LI-JC1
#LI-Hybrid
CompetenciesBuild Partnerships Deliver Results Drive Innovation Grow Capabilities Promote Inclusion Motivational/Cultural Fit Technical Skills
We are LyondellBasell - a leader in the global chemical industry creating solutions for everyday sustainable living. Through advanced technology and focused investments, we are enabling a circular and low carbon economy. Across all we do, we aim to champion our employees, and unlock value for customers, investors and society. LyondellBasell places high priority on diversity, equity and inclusion and is strongly committed to our planet, the communities where we operate and our future workforce. As one of the world's largest producers of polymers and a leader in polyolefin technologies, we develop, manufacture and market high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. For more information, please visit www.lyondellbasell.com or follow @LyondellBasell on LinkedIn.
For applicants interested in the position located in the US, you must be at least 18 years of age and must be legally authorized to work in the United States (US) on a permanent basis without visa sponsorship.
LyondellBasell does not accept or retain unsolicitedresumes or phone calls and/or respond to them or to any third party representing job seekers.
LyondellBasell is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available here.