NA Customer Experience Manager (99386)

About Lubrizol
The Lubrizol Corporation a Berkshire Hathaway company is a specialty chemical company whose science delivers sustainable solutions to advance mobility improve wellbeing and enhance modern life. Founded in 1928 Lubrizol owns and operates more than 100 manufacturing facilities sales and technical offices around the world and has about 8000 employees. For more information visit .

We value diversity in professional backgrounds and life experiences. By enabling a consistent unbiased and transparent recruitment process Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility ensuring our employees feel engaged and fulfilled in every aspect of life.

Join Our Thriving Team at Lubrizol as a Customer Experience Manager

Unleash Your Potential. At Lubrizol were transforming the chemical industry and looking for exceptional talent to join us on this journey. If you are ready to join an international company with talent around the world and want to make a real impact we want you on our team.

What Youll Do:

As a Customer Experience Manager youll be at the forefront of our innovation executing our strategy to maximize customer value creation and enhance customer intimacy through innovation and problem-solving. Youll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility improve wellbeing and enhance modern life. You will be accountable for ensuring your team delivers exceptional customer experience exceeds quality and service expectations and achieves operational targets while supporting the broader corporate strategy of employee experience inclusion and continuous improvement.

• Lead and inspire a high-performing team by fostering a culture of accountability ownership and continuous improvement in line with our corporate strategy of enhancing employee experience.
• Manage and develop the Customer Experience team setting clear performance goals and tracking progress.
• Drive accountability across the Customer Experience function ensuring alignment on strategic objectives.
• Coach and mentor team members empowering them to optimize performance and elevate service levels.
• Enhance cross-functional collaboration to strengthen overall team effectiveness.
• Optimize and streamline the Customer Experience function using data-driven insights process automation and advanced analytics ensuring consistency with global standards.
• Lead efforts to reduce inefficiencies improve order management accuracy and enhance overall service performance adhering to established processes and supporting our mission to be a supplier of choice.
• Collaborate with cross-functional teams to ensure material availability seamless order execution and proactive issue resolution.
• Utilize technology including SAP Analytics and Power BIs to drive operational improvements smarter decision-making and continuous process evaluation for enhanced service levels and cost efficiency.
• Use key performance indicators (KPIs) to assess and improve service performance reinforcing our commitment to customer intimacy and experience.
• Serve as the primary regional contact for the Global Customer Experience Center of Excellence (COE) ensuring alignment with global best practices and service innovations.
• Develop a proactive customer-first culture ensuring rapid and effective responses to customer inquiries issues and escalations to enhance customer trust and satisfaction.
• Partner with the Sales organization to strengthen relationships with customers anticipate their needs and enhance Lubrizols competitive advantage.
• Supportalignment with regional and global teams to implement standardized scalable and sustainable best practices as defined by the COE.
• Ensure the execution of month-end close activities by team members maintaining compliance with internal controls and financial reporting standards.
• Champion a continuous improvement mindset challenging the status quo and implementing innovative solutions that elevate service performance and cost efficiency consistent with our objectives.

Skills That Make a Difference:

• Bachelors degree in Supply Chain Engineering Chemistry Business or a related field
• 10 years of experience in Customer Service Supply Chain or Sales.
• 5 years of proven leadership experience demonstrating a track record of driving high performance and continuous improvement.

• Strong ability to analyze data identify performance gaps and implement solutions to optimize customer service and order management efficiency.
• Exceptional communication and presentation skills with the ability to engage and influence stakeholders at all organizational levels.
• Highly process-oriented possessing a proactive problem-solving mindset and a passion for continuous improvement.

Considered a Plus:

• Strong understanding of Lubrizols product portfolio applications and technology in the areas they support.
• Experience working in a global matrixed organization with exposure to international operations and supply chain networks.
• Direct experience in customer engagement issue resolution and service optimization.
• Familiaritya preference for deeper knowledge in the following:
• SAP S/4HANA (Order-to-Cash Supply Chain modules)
• SAP Analytics and Business Objects
• Microsoft Power BI for data visualization and KPI tracking
• APICS certification

Perks and Rewards That Inspire:

• Competitive salary with performance-based bonus plans

• 401K Match plus Age Weighted Defined Contribution

• Competitive medical dental & vision offerings

• Health Savings Account

• Paid Holidays Vacation Parental Leave

• Flexible work environment

Learn more at !

Ready for your next career step Apply today and lets shape the future together!

Its an exciting time to be part of Lubrizol. Lubrizol is not staying put. We are continually learning and evolving. Our passion delivers our success not only for Lubrizol but for those who count on us every day: our employees customers and communities.

We work with a relentless commitment to operate safely and responsibly keeping safety sustainability ethics and compliance at the forefront of everything we do. The well-being of our employees customers and communities is paramount to our culture and in the way we approach our work.

As a diverse global team we work together to solve some of the worlds most pressing challenges. We impact everyday lives through science only Lubrizol can deliver and we never stop pushing to do it better

One of the founding principles of The Lubrizol Corporation more than 90 years ago was treating every employee with dignity and respect. That same commitment is only stronger today.

More than that we are committed to providing an environment where every employee can be the best they can be no matter their race color religion sex national origin sexual orientation gender identity disability protected veteran status or any other characteristic.

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