Customer Excellence Manager

We are seeking a motivated Customer Excellence Manager with experience leading customer service or operations teams in a fast-paced environment. The ideal candidate is a strong communicator and people leader who can improve processes, support cross-functional teams, and drive a customer-focused culture. If you're passionate about operational excellence, team development, and continuous improvement, we'd love to hear from you.

The Company:

SolvChem, Inc. is a chemical blending, packaging, and distribution company founded in 1971. The company operates through four divisions: Distribution, Consumer Products, Contract Packaging, and International. SolvChem has grown from its original Houston location to serve customers across Texas, Arkansas, and Louisiana, and now has an international network that spans Central and South America, Europe, Africa, the Middle and the Far East.

SolvChem is committed to exceeding customer expectations through a customer-focused business model, with an emphasis on safety, quality, and regulatory compliance. The company prioritizes environmental responsibility and continuous improvement while supporting responsible chemical distribution practices. Guided by core values such as safety, integrity, teamwork, and excellence, SolvChem strives to deliver high-quality solutions across the chemical industry. Learn more here.

Position Summary:

The Customer Excellence Manager is responsible for leading the Customer Excellence Department and overseeing customer service operations across the SCI, CPK, SCCP, and SC divisions. This position provides leadership and direction to the department, ensuring effective service execution, customer focus, operational efficiency, and continuous improvement. The Customer Excellence Manager oversees department performance, supports cross-functional collaboration, and ensures customer service practices are conducted in accordance with company policies, safety standards, and applicable regulatory requirements.

Key Responsibilities:

• Lead the day-to-day operations of the Customer Service Department by establishing and implementing department goals, managing projects, and overseeing department activities.
• Oversee the full employee lifecycle, including interviewing, hiring, onboarding, training, performance reviews, and employee development.
• Foster a proactive and collaborative work environment that encourages informed decision-making, accountability, professional growth, and continuous improvement.
• Establish clear expectations for the team and provide coaching and guidance to support employee performance and development.
• Promote a culture of safety, integrity, customer focus, and continuous improvement within the Customer Excellence Department.
• Develop, monitor, and manage the Customer Excellence Department expense budget.
• Ensure department practices and workflows comply with company policies, safety standards, and applicable chemical regulatory requirements.
• Oversee the accurate, professional, and timely execution of customer orders, inquiries, and internal and external communications.
• Lead the Customer Excellence team in supporting revenue growth by promoting new and existing products, optimizing margin strategies for individual accounts, and identifying opportunities to expand division sales.
• Oversee clerical and administrative workflows that support Sales Account Managers across all company divisions.
• Collaborate with Sales and other internal departments to support customer needs and ensure effective execution of sales and customer service activities.
• Ensure customer service activities are aligned with customer expectations and company objectives.
• Lead department initiatives focused on cost reduction, workflow efficiency, service improvement, and continuous improvement.
• Oversee and analyze monthly performance and continuous improvement metrics, including late deliveries, OTIF, invoice accuracy, new customer acquisition, and customer retention and loss.
• Collaborate with Logistics, Inventory, Planning, Shipping, Operations, Sales, and other departments to improve order entry, documentation flow, and issue resolution.
• Monitor department performance and use operational data to identify trends, address issues, and support continuous improvement initiatives.

Qualifications:

• Bachelor's degree in Business Administration, Supply Chain, or related field required.
• 5+ years of experience in logistics, supply chain, customer service, customer operations, sales support, or related role.
• 1-2 years of experience in a leadership or progressive management position required.
• Previous experience within chemical distribution, chemical manufacturing, or chemical packaging sector preferred.
• Intermediate to advanced proficiency with Microsoft Office programs preferred.
• Experience with Chempax, SAP or other ERP systems used within the chemical or distribution industry preferred.
• Working knowledge of DOT regulations related to hazardous materials (Hazmat) shipping and handling preferred.

Desired Skills and Competencies:

• Exceptional oral and written communication skills
• Strong aptitude for reviewing operational data, managing budgets, tracking performance metrics, and maintaining high accuracy under pressure.
• Proven ability to build effective working relationships across all organizational levels and manage cross-functional teams.
• Flexible, decisive, and comfortable managing multiple shifting deadlines in a high-volume, fast-paced industrial environment.

Why Should You Apply?

• Competitive Salary
• Medical, Vision, Dental
• 401K
• PTO

Apply today and let us know why you would be a great fit for our Customer Excellence Manager position!

SolvChem, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetics, or status as a protected veteran or any other protected status established by federal, state, or local laws.