Global Customer Service and Order to Cash Manager

As aGlobal Customer Service and Order to Cash Manager, you will lead and manage the global customer service team within PPG's Specialty Products Business. You will oversee the customer service operations to ensure efficiency and quality of on time delivery. You will need to work in a highly collaborative environment communicating with our customers changing priorities, our operations and cross-functional teams, as well as outside services and agencies to ensure a seamless customer experience. You will report to the Global Product and Process Improvement Manager and be based on site at the Monroeville location.

Main Responsibilities.

• Lead and mentor the customer service team, fostering a culture of high performance and professional development.

• Ensure the team has the skills and resources necessary to support Specialty Products' global objectives.

• Work cross-functionally with corporate logistics, procurement, freight forwarders and agents, transportation carriers, certified packaging, revenue accounting, credit and IT to ensure seamless customer experience.

• Oversee the resolution of complex customer issues and complaints. Develop and implement processes to prevent recurring issues.

• Maintain and actively support ISO 9001 Certification process.

• Manage performance indicators to guarantee service offer to our customers.

• Leverage and utilize technology to optimize customer service workflows and foster innovation.

Qualifications.

• BA degree with generally 8-10 years related experience, approximately 1-3 of which is in a manager level role.

• Proficient in international logistics processes, including customs documentation, importation requirements, and VAT compliance.

• Proficient in managing processes and activities aligned with PPG Export Compliance guidelines for handling international orders.

• Strong leadership skills with the ability to inspire and lead a high-performing customer service team, while working with cross-functional teams and senior leaders.

• Excellent problem-solving skills with a proactive approach to identifying and addressing customer service challenges.

• Excellent communication skills with the ability to effectively present customer service information to various stakeholders, including senior management.

• Strong interpersonal skills with the ability to build and maintain relationships within internal and external stakeholders.

• Ability to develop and implement strategic customer service plans aligned with business objectives.

• Proficient with TMS systems, ERP, and CRM systems

PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need an adjustment due to a disability, please email recruiting@ppg.com.