Career Opportunities
Open Position
Customer Service Manager
PURPOSE:
The Teckrez Customer Service Manager/Lead will be responsible for overseeing all key functions within the Order-to-Cash process, ensuring seamless operations and exceptional customer satisfaction. This pivotal role will not only uphold Teckrez’s core values but also foster full team engagement and sustain the company’s culture. As a critical leader within the Teckrez Operations Team, this position requires strong collaboration with Sales, Operations, and Finance to drive efficiency, optimize processes, and support the company’s commitment to achieving mutually beneficial outcomes. Additionally, this role requires a proactive leader who thrives in a fast-paced environment, values collaboration, and is committed to delivering operational excellence.
KEY RESPONSIBILITIES:
Leadership, Management and Accountability
• Drive team performance by setting clear expectations, monitoring results, and fostering a culture of engagement, accountability and continuous improvement
• Champion and uphold Teckrez’s core values listed below, ensuring that all team members align with and contribute to the company’s culture and strategic objectives
o Customer First: Prioritize external and internal customer outcomes.
o Honest and Transparent: We readily share methods because we are proud of how we do things, and we work in the best interests of our customers and suppliers.
o Enthusiastic and Engaged: We are determined to support the Teckrez Vision, consistently execute on our processes and maintain our winning culture.
o Expertise: Continuously learn so we can remain at the forefront of our industry. This enables us to help our customers and suppliers succeed.
o Future Oriented: Prioritize our long-term goals and success over short-term results.
Operational Support and Coverage
• Oversee and ensure the smooth execution of all Order-to-Cash processes, including order management, invoicing, collections, and cash applications.
• Manage and execute the processes, ensuring timely and accurate fulfillment to support sales and customer needs.
• Lead EOS (Entrepreneurial Operating System) operations, facilitating team alignment and operational efficiency.
• Oversee and maintain master data setup, ensuring accuracy and compliance while supporting the management of strategic accounts.
Issue Resolution and Continuous Improvement
- Work collaboratively with internal teams, customers, and vendors to research and resolve product and service issues efficiently.
- Conduct thorough root cause analyses to identify operational challenges and implement corrective actions that enhance service quality and customer satisfaction.
- Develop and implement proactive strategies to mitigate recurring issues, ensuring long-term process improvements.
Training and Development
• Includes cross training new staff in areas that overlap the order to cash functions.
• Lead the onboarding, training, and development of new team members, ensuring they acquire the knowledge and skills necessary for success.
• Facilitate cross-training initiatives to enhance team flexibility and resilience, ensuring seamless coverage across overlapping Order-to-Cash functions.
Process Development and Best Practices
• Develop, document, and refine business processes to drive efficiency, accuracy, and scalability within customer service operations.
• Maintain a deep understanding of the order fulfillment process, serving as the primary backup for all customer service roles when needed.
• Implement and promote best practices to optimize workflow, improve team collaboration, and enhance customer satisfaction.
Qualifications:
• Bachelor’s degree in Business Administration, Supply Chain Management, Accounting, Finance, or a related field.
• Experience- 5-7 years of experience in order-to-cash processes or supply chain management. Familiarity with the chemical industry or similar regulated environments preferred.
• Experience in managing teams and working cross-functionally with sales, logistics, and finance departments.
• Prior experience with ERP systems (e.g., SAP, Oracle) and specific O2C platforms including understanding of Order to Cash cycles (order processing, credit management, invoicing, cash application, collections, and dispute resolution).
• Financial Acumen: Knowledge of credit and collections, cash flow management, and familiarity with trade finance and payment terms.
• Strong analytical skills to develop and monitor KPIs
• Customer Service Orientation: Ability to ensure high levels of customer satisfaction through timely and accurate order fulfillment.
ABOUT COMPANY
Teckrez is a rapidly growing, privately held chemical supplier. The Teckrez vision is to offer tackifier resins and acrylic monomer products, expertise, product access, and transactional ease to help customers build value in their markets.
OUR MISSION
Teckrez develops, markets, and stocks tackifier resins and acrylic monomers under its brand.
The mission of Teckrez is to:
- Offer the broadest range of resins in North America
- Bring the world of monomers to our customers’ doorstep
- Excel at market expertise, product quality, and general responsiveness
- Be creative and efficient in our operations and supply chains
CONFIDENTIAL AND SENSITIVE INFORMATION
Must properly control the release of proprietary and confidential information
ESSENTIAL PHYSICAL REQUIREMENTS:
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Balancing |
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Grasping |
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Seeing |
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Carrying |
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Hearing |
Yes |
Sitting |
Yes |
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Climbing |
No |
Kneeling |
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Speaking |
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Crawling |
No |
Pulling |
Yes |
Standing |
Yes |
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Crouching |
Yes |
Reaching |
Yes |
Walking |
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JOB DESCRIPTION CLAUSE
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Partners
Henghe in North America
Teckrez is the exclusive distributor and reseller of HENGHE resins to the Adhesives Industry in North America.
Our Product Groups