We have as little to do with the fascination for Formula 1 racing as we have over the wonderful feelings you experience at a great concert. However – you will often find OXEA products in the fuel for racing cars, in car body paints, in the many plastics used in sound engineering, and in DVD and Blu-ray discs. OXEA is one of the world‘s largest manufacturers of Oxo products and is Number 1 in the Merchant Market. We are economically sound and continually growing – with a strong environmentally green conscience and a respect for cultural values. With approximately 1400 employees worldwide, we offer a working environment with a streamlined hierarchy which provides a wide variety of responsibilities that will challenge you professionally and provide opportunities to advance your career development.

Customer Relations Manager - North America

Supply Chain

Houston, US, 77056

POSITION SUMMARY: 
As part of the Supply Chain organization, the Customer Relations Manager (CRM) will serve as the operational point of contact for the Americas Sales & Marketing Organization.  As part of the business development and customer relations process, they will field customer requirements.  Plans and directs activities of customer relation teams to meet the needs of customers and supports company business objectives and priorities, driving higher business value and executive alignment between Oxea and our customers.  Develops procedures, establishes standards, and administers activities to assure accurate domestic and international order processing, including customs affairs, creation of shipping documents, and invoicing to customers. The role is also responsible for effective response to customer requests, complaints, and special needs and resolutions.   

 

MAJOR ACTIVITIES AND PRINCIPAL RESPONSIBLITIES:

• Leads team to execute Order-to-Cash (OTC) for the domestic and international sales of Oxea Corporation to meet 100% customer satisfaction.
• Ensures high level of compliance with national and international trade and customs rules and financial legislation, while focussing on internal turnover and billing targets.
• Supports company in meeting annual targets and strategic goals. Assists in setting productivity and quality metrics for OTC process and ensures fulfilment of the same. Manages timely invoicing of customer orders in accordance with respective sales contracts, accounting rules and financial needs. Gives support and guidance to the company’s sales force for OTC related matters.
• Manages cost within budget figures and seeks and proposes opportunities to better control or lower cost within his/her area of responsibility.
• Provides guidance, direction, and motivation to direct reports, including setting performance standards and monitoring performance. Develops, trains and coaches personnel to sustainably improve performance and job satisfaction, which includes identification and definition of training needs for team members or the team as a whole.
• Imparts the requisite knowledge and understanding of letters of credit (L/C) and the processing of related orders incl. issuance of accurate shipping and L/C documents in the export team. Provides guidance to and defines KPI for 3rd party service providers for the processing of export shipments and creation of export documents.
• Holds responsibility for appropriate staffing of both the Houston office and the Mexico office. This encompasses warranting sufficient professional expertise, communication skills and appropriate business behaviour for new hires and existing staff.
• Pro-actively strives for gaining 100% Customer Satisfaction (on call, on time, on spec, on paper). Checks to ensure that appropriate corrections were made to resolve customers' complaints. Refer unresolved customer grievances to designated departments for further investigation and resolution.
• Retrieves and evaluates information to determine and ensure whether events or processes are in compliance with industry standards and legal norms.
• Continuously monitors OTC related processes for cost and efficiency improvements, either for direct implementation or for recommending appropriate changes to departments concerned (Marketing, SC Planning, Sales, Logistics, Finance, QM). Pro-actively engages in decision making and problem solving through analyzing information and evaluating results to choose or recommend the best solution.
• Drives high utilization and harmonization of SAP capabilities within the OTC process through example, training and adequate streamlining of related system or process inefficiencies considering the globality of the SAP system and related processes and interaction with the global CR teams.
• Maintains, organizes, provides and stores necessary information files and processing paperwork through formulating and enforcing CRM related policies and procedures in order to meet requirements of document retention, legal procedures and needs of the OXEA Integrated Management System. Prepares & assists to conduct internal and external company audits.
• Ensures accurate and timely month-end close procedure and assists with clearing road blocks.

 

REQUIRED QUALIFICATIONS:
• BA/BS degree required
• Minimum 5 year’s relevant work experience in logistics and supply chain industry possessing solid knowledge of sales and OTC. 
• Excellent interpersonal skills and strong language and communication skills. 
• Experience in the use of ERP systems, especially SAP.
• Advanced knowledge of trade compliance and export process flows
• Ability to manage multiple customer projects simultaneously.
• Willingness to travel
• Communicates with internal and external customers and all levels of management.
• Effectively communicates technical information to non-technical audiences.

 

DESIRED QUALIFICATIONS:
• MBA or advanced degree preferred.
• 7-10 years of related experience.
• Multi-lingual also preferred but not required.
• Experience in process improvement, decision making, managing processes, planning, service excellence.
• Pushes creative thinking beyond the boundaries of existing industry practices and customer mindsets.


Nearest Major Market: Houston