INEOS is a global manufacturer of petrochemicals, speciality chemicals and oil products. It comprises 36 businesses each with a major chemical company heritage. Its production network spans 194 sites in 29 countries throughout the world.
INEOS Oligomers consists of a portfolio of products that include Polybutene (PiB), Linear Alpha Olefins (LAO), Poly Alpha Olefins (PAO) and Specialty Oligomers. From a market perspective, Oligomers is seen as a market, technology and Product Stewardship leader for these products. To serve our customers, INEOS Oligomers has manufacturing facilities in Belgium, Canada, Germany, France and the United States (Texas).
Purpose of the job
To manage Customer Service (CS) to ensure customer orders are executed along the defined order to cash (OTC) process and manage for INEOS Oligomers Europe Operations, document compliance, Customer Master Data, local supply/demand balance using site based or assigned planners to consistently meet the agreed level of customer service both in Europe and export regions.
Accountabilities of the job
Accountability 1: Set and deliver SHE (Safety Health & Environment) performance targets: zero reportable or classified incidents within Oligomers.
Most important activities:
- Leading the Team to achieve required SHE performance within Oligomers at customer sites, by setting appropriate high level SHE policy, specific SHE targets and providing the required support/training to reach these targets.
- Ensure constant focus on SHE when managing customer requirements, particularly when a significant change is required, including SHE for transport companies.
- Supporting our safety Manager providing early warning from the market on issues that will have a potential impact on our business streams.
Accountability 2: Implement cost effective Customer Service organization and ensure the appropriate support to deliver the EBITDA targets for the business
Most important activities:
- Implement the agreed CS network taking into account business requirements.
- Implement the Team structure and the resources needed.
- Lead, motivate, coach, develop plans, evaluate performance and create succession plans for the Team members.
- Drive and influence the delivery of fixed cost reduction and integration programs by managing the team.
Accountability 3: Manage the Customer Service team to deliver daily operations and support the running of the business to consistently achieve the agreed high level of customer satisfaction.
Most important activities:
- Ensuring that a versatile, fit-for-purpose CS organisation is in place at all times
- Stimulate a customer oriented mindset among their Team and encourage a proactive approach and intimacy in customer contacts
- Manage local supply/demand balance for product availability for customers using local planners
- Ensure proper process management and improvement (optimization) to increase efficiency of the different CS teams
- Be the first escalation point for the CS Team
- Manage the end to end process for customer complaints within the CS team
- Monitor the month end closing activities ( invoicing/price corrections/rebates ) within the CS team
- Manage customer master data activities
- Implement business opportunities for differentiation and adding value by reducing working capital (e.g. minimizing external stocks, overdue and DSO (Days Sales Outstanding) reductions, ...)
- Deliver extra customer services at appropriate pricing
- Provide relevant and accurate data and participate in projects.
Accountability 4: Leading the development of the Team members
Most important activities:
- Clear communication of service goals in line with the business objectives.
- Setting SMART (Specific, Measurable, Achievable, Realistic, Time dependent) objectives for the CS Team members
- Identify and define training requirements.
- Define resource levels related to training and development.
- Deliver Customer Service for the business through strong leadership providing support and coaching to individuals.
- Create an autonomous work environment to maximize individual and team contributions while elevating personal job satisfaction.
- Coach, mentor and hold employees and teams accountable.
- Carry out regular team and individual reviews and appraise team members formally
Accountability 5 : Meet commitments between business and customers in the most efficient manner.
- Ship product on time within specification.
- Promptly close out customer complaints
- Hold customers accountable to Customer Offering and recoup accessorial charges.
- Establish excellent customer satisfaction group by tracking, measuring and continuing to improve customer relations.
- Establish effective working relationship with manufacturing, sales, and other internal customers.
Accountability 6: Respond to business needs to maximize potential opportunities.
Most important activities:
-
Internal
- Liaise with Business, Commercial and Sales Managers to inform/exchange broaden market knowledge, customer requirements, …
- Liaise with Local Planning teams on product availability in order to run plants at best capacity
- Liaise with Local Logistics teams on smooth shipment execution and on time customer deliveries
- Liaise with Financial Service on credit issues to control turnover, overdue and DSO’s
- Liaise with Transport Procurement for logistic topics
- Implement CS elements of defined Business Projects where required
External
- Put in place new developments and benchmark/challenge for the CS Team.
Required profile
Level of education & experience in general
- A degree level is required.
- Minimum of 8 years industrial experience in the Chemical Industry
- Previous experience of 3 years in a European Supply Chain/Sales/Business function.
Technical skills
- Good understanding of business and customer service environment
- Knowledge of value chain & supply chain chemical industry
- Process development and root cause failure analysis
- Fluent in written and spoken English. Other languages an advantage.
- Good knowledge of production lines
- Good IT skills ERP system processes (SAP) and Microsoft Suite.
Behavioral skills
- Ability to negotiate for commercial advantage
- Ability to efficiently utilise resources to ensure the implementation of change.
- Ability to effectively work in a dynamic and demanding environment where results matter.
- Ability to lead, coach and influence own team, key roles within the business and customers.
- Ability to negotiate for commercial advantage.