Customer Service Manager

As the largest pureplay adhesives company in the world, H.B. Fuller’s (NYSE: FUL) innovative, functional coatings, adhesives and sealants enhance the quality, safety and performance of products people use every day. Founded in 1887, with 2024 revenue of $3.6 billion, our mission to Connect What Matters is brought to life by more than 7,500 global team members who collaborate with customers across more than 30 market segments in over 140 countries to develop highly specified solutions that enable customers to bring world-changing innovations to their end markets. Learn more at www.hbfuller.com.

The Customer Service Manager is responsible for leading the customer service team.
The Customer Service Manager reports to the India Plant Head. He /She is managing the relationship with the customers for all the Business done from India regarding the process from Order to Delivery of the product. This role ensures an excellent standard of service and a high level of customer satisfaction is maintained. As per business requirements if required candidate need to work for other countries like Dubai.

Managerial Role
 

• Manage and measure the work performance of team members by executing all aspects of the HBF Performance Management Process and Development Plans with direct reports.

  
  

• Correctly completed SMART, G&O setting for each of your direct reports & submission of same by appropriate deadlines and aligned to site score card sheet.

  
  

• Provide employees with context about the corporate strategy, Site score card and alignment of same to their UPB bonus. Help your organization to set individual goals which are aligned to site score card wrt Safety, Quality, productivity (Conduct F to F meeting with individual and record the points for discussion).

  
  

• Deliver Site Scorecard (KPI -Site objectives, Tracking of goals ) . Wherever Goals are not met individual owner of this KPI, to follow PDCA & demonstrate the same in monthly meetings.

  
  

• Use of HBF Recognition system to motivate individual team members (Nomination and winning safety, Quality, Spirit, Power award)

  
  

• Participation in site activities at individual level + encourage teams to participate. (SAFETY week, Quality trainings, safety training, CSR, Canteen committee, Team activities etc.)

  
  

• It is responsibility of each Team leader to make sure his team successfully closes all internal & External audit points (EX, Customer audit (I Quality audit), ISO 9001,14001(IMS ) Etc.)

  
  

• Actions assigned through safety meetings, daily meetings / SIP, 5S audits need to be closed without reminders in allotted timeline. 

  
  

• Achieve zero notice from authorities. 100% compliance to law of land . Deliverables from statutory list must be completed before scheduled date. No violation is acceptable.

  
  

• Completion of IDP and related periodic reviews to Direct reports (Minimum at your supervisory, shift supervisory level ).

  
  

• Accounts payable, Monthly financial Accruals should be 95%.

  
  

• Each service user to make sure that services are used with valid contract and PO. Follow all Sox guidelines.
   

  
  

  Technical Responsibility
   

  
  

• Perform order management duties for assigned accounts/areas on an accurate, efficient and timely manner, from order entry up to on-time delivery, including issue of Order Confirmation, Follow-up, Order amendments, Invoicing and disseminating information to respective department for action.

  
  

• Manage all steps of the process related with the shipping process for NW Business along with Local and 3rd country Exports, Prepare the shipping of products, Contact intermediaries (e.g. banks , freight forwarders, export credit insurance companies , inspection companies , chambers of commerce, consulates )

  
  

• Process custom clearance requirements, coordinating with Authorities for various clearance documents.

  
  

• Prepare all shipping documents including invoices, certificate of origin, customs documents, insurance certificates and any other document required.

  
  

• Monitor Request Dates/Available Dates and co-ordinate delivery postponements with Customers

  
  

• Process, track and trace Customer orders through shipping and transportation, including follow up with customers as required ensuring 100% on time delivery.   In addition to this orders must be processed in accordance with established procedures.

  
  

• Follow up on AR (accounts receivable)

  
  

• Monitor the settlement of invoices and payment reminders issued, following customer disputes.

  
  

• Maintain effective communication with relevant departments (e.g.  sales, operations) to effectively respond to customer inquiries regarding product availability, pricing, and delivery requirements

  
  

• Log Customer complaints and follow up with corrective measures

  
  

• Keep Customers’ files up to date, in order to ensure accuracy of information in the system.

  
  

• Visit important NW Customers, developing a close relationship, in order to understand their needs and to guarantee the Company continuously provide them with a high standard level of service.

  
  

• Visit port and liaise with Custom Officials in order to resolve issues related to Custom Clearance.

  
  

• Generate MIS reports (Sales forecast/ Monthly Sales/ Customer reports) in order to provide accurate data regarding the impact of the strategy and policies on the results achieved

  
  

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience

  
  

• EMPLOYEES SUPERVISED

  
  

  
  Direct Reports: 5
  Minimum Requirements
   

  
  

• At least 9 + years of related work experience

  
  

• Bachelor’s degree in Technical/Mechanical or Marketing field (or equivalent experience)

  
  

• 7+ years of experience in managing customer service department and 7 + years of experience in managing large team

  
  

• Proven experience & ability to work independently as well as in team environment. Strong leadership and people management skills

  
  

• Well organized, process and data driven, producing accurate and timely reports, etc

  
  

• Excellent verbal and written communication skills including ability to develop and deliver effective presentations skills and Data Analytical skills.

  
  

H.B. Fuller is an Equal Employment Opportunity employer and proud to have created a collaborative culture where employees around the world are seen, heard, and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or marital status or status as a protected veteran, or any other legally protected classification.

H.B. Fuller does not accept unsolicited resumes from recruiters, employment agencies, or staffing firms. To conduct business with H.B. Fuller, a written service agreement must be executed by Human Resources prior to submitting any information relating to a potential candidate. Without a signed service agreement, H.B. Fuller shall not be obligated for payment of any fee or compensation.