Customer Service Manager-Key Strategic Accounts

About Vibrantz Technologies

Vibrantz Technologies is a leading global provider of specialty chemicals and materials solutions whose purpose is to bring color, performance, and vibrancy to life. Every day, our employees, the products we make, and our valued customer partnerships are inspired by this purpose.  

 

Serving over 11,000 customers, Vibrantz’s technologies are trusted in a variety of advanced materials, color solutions and performance coatings applications and consumer products. We are experts in particle engineering, glass and ceramic science and color technology. Our technologies are used in small amounts to make big impacts on applications and consumer products, including durable vehicles and batteries, easier-to-clean appliances, energy efficient roof tiles and bricks, stronger and more decorative glass, and eco-friendly paints.  

 

Headquartered in Houston, Texas, Vibrantz has over 50 manufacturing facilities and sales offices on six continents, and we employ 4,500 individuals. Our shared culture is rooted strongly in our six core values that focus on safety, our people, customers, excellence in all we do, environmental stewardship and integrity, ethics, and trust. And we are intent upon fostering a workplace that engages not only employees’ heads and hands and – uniquely – their hearts.  

 

Vibrantz is owned by American Securities, a leading U.S. private equity firm that invests in market-leading North American companies with annual revenue generally ranging from $200 million to $2 billion and/or $50 million to $200 million of EBITDA. American Securities and its affiliates have approximately $23 billion under management and are based in New York with an office in Shanghai.  

 

For more information, please visit www.vibrantz.com and www.american-securities.com. 

Job Function

Reporting into the Vice President/General Manager, the Customer Service Manager-Key Strategic Accounts will be based out of Mayfield Heights, OH.  This role leads the Performance Coatings Customer Service team in the US and Mexico. This is a hands-on role responsible for key account relationships.  It oversees the daily operations of the Customer Service team, drives customer satisfaction, and implements strategies to improve service delivery.   

Responsibilities

• Lead, coach, and develop the customer service team to ensure high performance and continuous growth.

• Hire, train, develop, motivate and performance manage the CS team. 

• Set clear expectations, foster a positive and inclusive team culture, communicate effectively, and ensure compliance with policies, ethics, and legal standards. 

• Monitor and improve customer service processes and procedures to maximize efficiency and satisfaction.

• Handle escalated customer issues promptly and effectively.

• Analyze key performance indicators (KPIs) and customer feedback to identify trends and areas for improvement.

• Develop training programs and materials to ensure team knowledge and service excellence.

• Collaborate with other departments (Sales, Operations, Supply Chain, etc.) to ensure a seamless customer experience.

• Maintain up-to-date knowledge of company products and industry best practices.

• Thoroughly and efficiently gather key account customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future questions and document interactions and outcomes for future reference.

• Ensure accurate pricing and terms of sale.

• Schedule shipments in accordance with customer expectations and established business parameters. 

• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company.

• Safeguards Vibrantz and its customers by handling information in a confidential and sensitive manner.

• Directly supports some strategic customers as single point of contact in customer service.

• Will travel quarterly to key customer sites

Required Experience

• Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent experience).

• 3+ years of experience in customer service.

• 1+ years in a supervisory or managerial role.

• Strong leadership and team management skills.

• Strong communication skills, patience and problem-solving skills are essential. 

• Ability to analyze data and implement improvements based on insights.

• Excellent technology skills, preferably using a CRM system such as SAP.

Preferred Qualifications

• Bilingual (Spanish and English) or multilingual abilities are a plus.

Benefits

• We offer a comprehensive benefits package including medical, dental, life insurance, paid vacation, and 401K.

Physical Requirements and Working Conditions

Sitting and using a computer for extended periods of time.  Wears a headset for phone and Teams communication.  Basic visual acuity (reading computer monitors, documents).  Minimal lifting that would be typical in an office setting. 

Location

Mayfield Heights, OH

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Vibrantz Technologies Inc. (“Vibrantz”) is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Vibrantz strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, gender, age, physical or mental disability, genetic information, sexual orientation, or any other characteristic protected under applicable federal, state, or local law.