Customer Experience Improvement Manager

1 week ago

Shanghai, Shanghai, China Huntsman Full time

About the Role

Huntsman's Advanced Materials division is seeking a Customer Experience Continuous Improvement Manager to identify, develop, and implement business change initiatives that support the global customer experience strategy.

This role will focus on initiating and socializing improvement opportunities in the way Huntsman Advanced Materials engages with customers from order entry to delivery of goods.

Key Responsibilities

  • Contribute to the Order to Cash process and digital transformation as part of the global supply chain excellence team.
  • Identify and report potential business improvements based on feedback from Admat's team leaders and members.
  • Create business cases by understanding AS-IS and TO-BE situations, evaluating difficulties, implications, potential threats, and weaknesses.
  • Update management teams and tools on progress, roadblocks, required actions, resources, and results.
  • Manage, mitigate, and report deviations to the initial project budget and costs estimation.
  • Develop and provide training to end-users.
  • Develop key indicators to track benefits delivered.
  • Develop processes and documentation supporting changes implemented.

Requirements

  • Master's degree in business or significant experience in running customer-facing functions and logistics.
  • English language proficiency.
  • Expertise in customer service, warehousing, and fulfillment, with cross-functional project management in a multi-cultural environment.
  • Strong understanding of business organization and data analysis.
  • Strong analytical and synthesis skills.
  • Ability to motivate, mobilize, and get buy-in from teams and organizations.

Additional Information

This role requires strong analytical and synthesis skills, with the ability to motivate and mobilize teams and organizations. The ideal candidate will have a strong understanding of business organization and data analysis, with expertise in customer service, warehousing, and fulfillment.

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