Customer Experience Manager

Job Title: Customer Experience Manager

Job Location: Brecksville, OH

Job type: Full-Time

Type of role: Hybrid

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 8,000 employees. For more information, visit www.Lubrizol.com.

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 we're 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 You'll Do

As a Customer Experience Manager, you'll be at the forefront of our innovation, playing a critical role in Lubrizol’s supply chain and production management. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing and enhance modern life. The Customer Experience Manager’s responsibilities include the efficient and effective operation of the Customer Experience Teams, act as the connection point between externally facing and internally facing teams, and to ensure a seamless order-to-cash cycle. Customer Experience Managers must have a strong understanding of customer service, logistics, supply chain operations, and strong problem-solving skills.

What We're Looking For

• Ensure compliance with global standards as defined by the Center of Excellence and Supply Chain team.
• Identify opportunities within the business or across customer service groups for process improvements to streamline existing procedures, ensure accuracy, reduce time and cost. Work within the department and supporting departments to establish, document and implement new processes.
• Manage a team of Customer Experience Representatives, including those assigned to special functions, such as samples, inter-company logistics, and customer relationship management.
• Evaluate supply plans versus demand to ensure optimized customer service.
• Manage the order-to-cash cycle to ensure timely shipment, processing, and invoicing of customer orders.
• Utilize data analytics to identify trends, demand patterns, and potential service interruptions based on data-driven insights.
• Provides feedback to Master Production Schedulers in order to optimize service.
• Communicate with customers, Lubrizol Commercial, Technical, and Sales teams to provide clear communication and optimized service.
• Ensure optimized inventory levels through analysis of slow moving and obsolete materials and identifying dispositions for those materials.
• Manage month-end closing activities.
• Manage stakeholder communication and expectations.
• Participate in customer visits with commercial colleagues when needed.
• Mange cadence reports such as open orders, inventory, and other business performance management tools
  
  

Skills That Make a Difference

• Bachelor’s Degree from an accredited university of college, technical is preferred.
• Minimum three (3) years’ supply chain experience.
• Operations experience (e.g. Production, Transportation, R&D).
• Ability to interact and communicate effectively and professionally with people across multiple functional areas as well as with global personnel.
• Strong process orientation and attention to details.
• Strong results orientation and commitment to continuous improvements.
• Proven managerial or supervisory experience.
• Strong communication and presentation skills.
• Computer literate (MS Office, SAP).
  
  

Considered a Plus

• Master of Business Degree
  
  

Perks And Rewards That Inspire

• Competitive salary with performance-based bonus plans
• 401k Match plus Age Weighted Defined Contribution
• Competitive medical, dental and vision offerings
• Health Savings Account
• Paid Holidays, Vacation, Parental Leave
  
  

Ready for your next career step? Apply today and let's shape the future together!

It’s 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 world’s 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.