With our strong investment in research and development and our culture of continuous improvement, Hexcel is the industry leader in the manufacturing of advance composite materials, including carbon fiber, woven reinforcements, resins, prepregs, honeycombs and engineered parts. We invite you to join the Hexcel team at various manufacturing sites, sales offices, and R&T centers around the globe. Become a part of the “strength within.”
Hexcel is currently seeking a Customer Service Manager for our Pottsville, PA location.
The selected individual will be responsible for but not limited to the following obligations:
Plan, organize, direct, manage, and evaluate the customer service activities of the Pottsville, PA and Amesbury, MA Customer Service Teams. Manage customer orders to ensure alignment with efficient manufacturing and coordination. Establish and maintain alignment and communication with customers and the production floor to ensure frictionless delivery of products. Review and improve processes – ensure the full team are data stewards for the organization, because it cannot be built correctly if it is not entered correctly. Ensure the team understands and follows contractual commitments in all that they do. Evaluate team structure and processes. Based on evaluation and knowledge of industry practices, changes to functional responsibilities to drive team performance and efficiency. Establish a robust service-oriented culture and nurture and develop the team’s talents and job satisfaction. Continuous evaluation of key team metrics. Track and measure team performance. Identify and work to resolve roadblocks to success. Hold team(s) accountable for successful outcomes. Lead cross-functional change to improve each site’s overall customer service experience, collaborating with Product Mgt, Sales, Planning, Engineering, and QA. Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product introduction, etc.) Identify risk & opportunities with the customer service team and overall business. Develop action plans to enhance the opportunities and minimize the risks. Participate and lead cross functional project(s) that impact the Global Customer Service Team.Review customer scorecards report out to leadership and cross functional teams’ overall performance. Identify solutions for improvement. Drive growth through inside-sales. Review and enhance sales initiative, providing leadership and guidance to the Customer Service Team. Oversight of the cross functional Growth Team initiatives related to the Customer Service role & responsibility, supporting the CS Account Managers, and the sales organization.
Qualifications:
Bachelor's degree in business or technical field required. Master’s Degree/MBA preferred Direct and/or functional management experience managing local and remote teams in a manufacturing environment. Demonstrated experience successfully leading Customer Service teams and processes Result-oriented with strong written and oral communication skillsDemonstrated ability and analytical skills to evaluate and improve business processes Strong leadership ability; Self-motivated Ability to manage competing priorities in a matrix organization Ability to build effective teams through coaching and collaboration This role requires regular onsite attendance.
This position is restricted to U.S. citizens due to U.S. government contract regulations that require the employment of only persons who are U.S. citizens. Hexcel (NYSE: HXL) is a global leader in advanced composites technology, a leading producer of carbon fiber, and the world leader in honeycomb manufacturing for the commercial aerospace industry.
Hexcel is an Equal Opportunity Employer of Minorities/Females/Protected Veterans/Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, status as a protected veteran, or any other protected class.