Customer Service Manager

Manage support and develop Customer Service Representatives, ensuring day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. Lead and motivate the CS team, develop employee loyalty programs, and achieve customer satisfaction goals. On-site presence required five days per week (Monday to Friday). Responsibilities include overseeing the CS team per Momentive values and policies, optimizing the Order to Cash process, coaching agents to emphasize customer focus and communication, managing issues and business risks, monitoring queues/backlog, acting as the referent for the commercial organization, driving continuous improvement plans, and using KPIs dashboards to guide activity. Also includes stakeholder communication and maintaining strong leadership and soft skills.