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Customer Service Quality Consultant

Job Requisition ID:  46586

Eastman’s current hiring policy encourages and prefers new hires be fully vaccinated before reporting to work in this role when possible. 

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,000 people around the world and serves customers in more than 100 countries. The company had 2021 revenues of approximately $10.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.

Job Description

The Customer Service Quality Consultant is responsible for developing, monitoring, and analyzing Customer Service metrics to drive customer loyalty and improve service delivery across the Customer Service function and overall order to cash experience.  He/she utilizes benchmark data to identify insights about best practices and impact on customer interactions.  They understand Effortless Customer Experience and fosters an environment of decision making, modernization & digitization of capabilities with a bias for action. 

This position is based in St Louis and reports to the Manager, Customer Service NAR.
 

Competencies & Accountabilities

  • Demonstrates knowledge of effective Customer Service Operations, order to cash process and a customer centric mindset that drives desired outcomes in consistent service levels and cost.
  • A strong communicator with excellent analytical skills that can work with multiple datasets, mine for trends or improvements and make recommendations based on conclusions.
  • Has a strong desire to research issues, utilize effective questioning techniques to identify trends or explain discrepancies.  
  • Understands how financial information is used to guide business decisions; considers decisions from a financial perspective.
  • Demonstrates critical thinking and decision making through basing decisions on systematic review of relevant facts and analytics.  Avoids making assumptions or rushing to judgment and provides clear rationale for decisions, options, and recommendations.
  • Has experience utilizing formal and informal tools and techniques to achieve operational excellence.  Maintains a constant focus on efforts to improve performance, quality, and efficiency of work processes.
  • Can provide feedback in a positive, constructive way that will encourage performance and service improvement to individual/supervisor or directly to employee in collaboration with supervisor.
  • Partners with Customer Service Leaders to drive for compliance performance through proactive monitoring of performance measures and key initiatives.
  • Supports the performance of Customer Service function, including Customer Satisfaction and strategic deliverables.
  • Consultants with Customer Service and Commercial to achieve optimum customer experience while leveraging best in class Customer Service practices, whilst driving for functional and business results. 

Qualifications

  • Bachelor or master’s degree preferred (Supply Chain Management, Logistics or Operations, Business Administration or adjacent fields).
  • At least 2 years of work experience in the field of international and cross-regional Customer Service /Order to Cash processes /Inside Sales and/or Logistics.
  • Strong analytical skills 
  • Strong commercial and business acumen
  • Strong verbal and written communication skills; proven relation building and collaboration skills 
  • Cross-cultural expertise 
  • Excellent knowledge and experience with SAP, MS Office and Salesforce.com (CRM)

Desired personality traits:
We are looking for a consultant that understands and can support the Customer Service function to deliver legendary customer experience who enjoys handling multiple tasks in a structured way.  The successful candidate creates value by creating and monitoring KPIs to enhance the order to cash processes, service delivery to customers and effectiveness of team.  A clear and concise communicator with a high level of resilience to thrive in a constantly changing environment.  

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.


Nearest Major Market: St Louis

Job Segment: Logistics, Supply Chain, Supply Chain Manager, Inside Sales, Operations, Customer Service, Sales