Now Hiring - FUJIFILM Holdings Corporation - Head of Customer Service in New Castle, DE

Full description of the position

Position Overview: As a Head of Customer Service you will be responsible for managing the customer services function, identifying areas for improvement as well as developing and implementing robust processes. Through your organisational and relationship building skills, your aim will be to provide and promote excellent end-to-end customer service throughout the organisation, engaging effectively with both FF internal and external customers. As well as managing the customer service team, a further key feature of this role will be supporting the Sales team with provision of customer-related information/data. * Company Overview: About FUJIFILM Locally: FUJIFILM Imaging Colorants, Inc. is part of FUJIFILM's Ink Solutions Group comprised of four companies based in the UK, USA, and India. Fujifilm Imaging Colorants, Inc. has a manufacturing site in New Castle, DE where aqueous dyes, RxD, and inks are made to support the Inkjet digital printing market. * About the Global Business:* Celebrating our 90th anniversary in 2024, Japan's pioneering photographic film maker, FUJIFILM has leveraged its imaging and information technology to become a global presence known for innovation in healthcare, graphic arts, optical devices, highly functional materials, and other high technology products. We use leading-edge, proprietary technologies to provide top-quality products and services that contribute to the advancement of culture, science, technology and industry, as well as improved health and environmental protection in society. Anchored by an open, fair and clear corporate culture and with leading-edge, proprietary technologies, FUJIFILM is determined to remain a leading company by boldly taking up the challenge of developing new products and creating new value. Job Description: Key Result Areas/Deliverables The CS Manager is responsible for managing the day-to-day operations of the customer service team, ensuring that the needs of customers are being met or exceeded, developing, and implementing customer service policies and KPIs. The CS Manager will conduct reviews of the customer service processes and implement action plans to deliver robust processes that ensure delivery of a best-in-class customer service to our customers. * Oversee the lifecycle of orders from receipt through to safe and compliant delivery, working closely with Commercial and Operations to ensure the orders arrive on time, in full (OTIF). * Communicate any challenges to internal and external customers. Respond to customer service issues in a timely manner. Proactively escalate concerns to manager. * Maintain customer master data and pricing within SAP as well as additional relevant internal documents/systems * Manage the invoice process * Ensure sampling requests and shipment are efficiently fulfilled * Investigate and drive corrective actions for CAPAs and customer complaints. * Maintain accurate records and documentation, ensuring all legal responsibilities are met. * Manage the on-boarding/set-up of new accounts, collaborating with Finance/Sales teams where necessary. * Key Roles & Responsibilities The key responsibilities are outlined below. End-to-end Order Processing * Oversee all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality * Coordinate with sales department to incorporate plans to ensure customer requirements are being met * Enter all customer (internal and external) orders onto SAP ensuring Order Processing Accuracy * Liaise with Operations team to ensure OTIF * Create and issue invoices with correct pricing and within agreed credit terms * Monitor and record KPIs and compile summary reports based on metrics defined by Sales Manager * Arrange transport as appropriate; follow all agreed logistic processes and work with defined logistic partners as identified by Operations function * Compile the necessary national, EU and international shipping and despatch documentation to meet the appropriate import/export requirements as applied by each world region, customer and the transport to be used * Determine appropriate transport method and packaging required to align with the hazardous nature of material to be shipped * Prepare documentation to comply with any necessary regulations, compliance requirements and customs procedures * Team Management and Development * Leads customer service team. * Maintains professional environment for customer service team to thrive, solve problems and increase customer satisfaction. * Performance management process in place for team members; personal reviews, training needs identified etc * Ensure compliance with company procedures and site rules. * Key Relationships The main groups of critical stakeholders for in-role success are as follows: * Sales Managers and the wider commercial team * Internal supply chain, logistics, manufacturing and finance teams * Key procurement/Accounts payable customer contacts at external accounts * Person Specification The successful candidate must be passionate about delivering excellent customer service and have a 'can do' attitude and be solution driven * They must have the ability to work closely with cross functional teams and stakeholders to deliver key business processes. * They must have the ability to work flexibly and adapt to changing priorities to meet internal, external business and customer needs. * They must have the ability to plan their own work, use initiative and meet deadlines but must also be able to work well within a team environment. * They will be detail focused and have excellent organisational and communication skills both verbally and written. * Experience * An experienced customer service or supply chain professional * Desired: SAP experience, particularly in maintaining customer masters, material movements, order processing and invoicing * Desired: Line Management experience * Working with a variety of software packages including MS Office; MS Excel essential * Experience within industrial manufacturing industry would be beneficial Capability Requirements * Ability to develop strong working relationships with a range of functions * Outstanding written and verbal communication skills. * An excellent multitasker with the ability to respond to changing priorities * Excellent leadership and interpersonal skills. * Good understanding of management practices and techniques. * Strong attention to detail with the ability to manage, organise and update relevant data and associated IT packages * Adhere to stated processes/procedures relating to SHE and QA * Other Information: - In addition to the tasks and responsibilities listed, the jobholder maybe required to perform other duties assigned from time to time. This Description is not therefore intended to be exhaustive and is subject to periodic review and amendment. * Management Systems for Quality, Environmental, Health, Safety and Ethics: - It is the responsibility of the individual to be aware of their own and their department's Quality, Environment, Health, Safety and Ethics Objectives, Policies, Procedures and to ensure that any actions taken are not contrary to these or have any detrimental impact on the Companies obligations under our Accredited Management Systems International Standards, Legal or Regulatory requirements. EEO Information: Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc. ADA Information: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([please apply online]).