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Procurement and Customer Service Manager

Company: Sumitomo Bakelite North America, Inc
Location: Niagara Falls
Posted on: October 26, 2019

Job Description:

Durez produces thermosetting phenolic resins and molding compounds that cover a wide range of applications and industries. We are a global organization committed to exceeding our customers' expectations in material performance, customer service, technical expertise, and product quality. Durez is a leader in high-performance, specialty phenolic resins. Our product portfolio is the most comprehensive in the industry with over 200 active resins. We have a strong commitment to friction technologies and offer a broad line of standard and custom-designed products that exhibit outstanding performance while offering excellent process ability. General Purpose: Successfully manages the resin procurement and customer service processes and provides technical and managerial support to achieve the highest standards of customer service throughout the organization. Leads and oversees a team of Customer Service Representatives and Purchasing Agents, including individual performance management. Ensures the day-to-day activities of the team meet customer expectations and drives the company's strategic initiatives in their respective areas. Serves as the key liaison for these functions to Japan, including handling reporting requirements. Domestic and international travel required. Essential Functions: Responsibilities that are requirements in order to perform the job: Develop, hone and execute procurement strategies across the organization Create policies and procedures for risk management and mitigation Complete risk analysis reports and respond with appropriate safety nets for the customer Oversee new vendor approvals Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis Institute policies and procedures for collecting and reporting key metrics that will reduce overall expenses while increasing productivity Interact with customers, customer service reps and procurement agents, responding to their questions and guiding them to the appropriate solution Participate in company, customer and vendor audits including supplier scorecards; providing technical support on materials and processes as required Complete business reports and/or provide inputs at specific timeframes, including but not limited to, monthly reports, Phenol Demand Summary, quarterly scorecards, workflow approvals, raw material contract negotiation, REACH reporting, supplier issues, new material and specification support, TSCA support and ISO Certification On-board new employees and provide training, leadership and direction Handle reporting requirements as necessary both in the US and into Japan Other responsibilities as assigned Knowledge, Skills & Abilities: The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation: Demonstrated understanding of the importance of consistently delivering results and clear evidence of ability to do so in multiple environments/situations Motivation to discover, articulate and drive procurement and customer service to meet the needs of customers, either internal or external Ability to work with a variety of functions to implement continuous improvement changes Astute strategic thinker, excellent analytical skills, understands segmentation, fact-based High energy level, comfortable with authority and leadership, high competitive achievement Education/Experience Guidelines: Bachelor's Degree in Business Administration, Accounting (or a related field) preferred Minimum of 10 years of management experience (including customer service) preferred 3-5 years' experience in the chemical industry strongly preferred Experience with phenolic chemistry a significant plus Extensive e-Commerce background a plus Advanced knowledge of Microsoft applications - Outlook, Word, Excel, Power Point SAP experience is strongly desired

Keywords: Sumitomo Bakelite North America, Inc, Niagara Falls , Procurement and Customer Service Manager, Hospitality & Tourism , Niagara Falls, New York

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