| Title: | Customer Service Lead |
|---|---|
| ID: | 62122 |
| Location: | Ashtabula, Ohio |
| Department: | Commercial |
| Campaign Date: | N/A |
At INEOS Pigments, we value the contribution of our people in making us one of the largest producers of titanium dioxide in North America. Providing numerous products and services to industries around the globe, from coatings to plastics to paper and other end-uses, we invest in employee development and offer a wide range of career opportunities, offering everyone the chance to broaden their experience and build a professionally rewarding career.
This position Leads the North America Customer Service team for the TiO₂ and Performance Chemicals businesses, driving seamless execution of order management, invoicing, import/export documentation, product sampling, and complaint resolution. Oversees customer inventory management, SAP processes, and compliance with domestic and international requirements. Builds and develops staff capabilities while driving process improvements, cost efficiencies, and customer satisfaction. Serves as the key liaison between customers and internal teams, managing complex accounts and ensuring service levels are consistently met.
Key activities include:
Lead Customer Service operations, including order entry, shipment tracking, invoicing, product allocation, and after-hours coverage.
Direct customer communications on price changes, lead times, product availability, and financial close processes.
Manage complex domestic and international orders (export, import, consignment, TiO₂, and performance chemicals) from entry to delivery.
Oversee customer complaint management, ensuring timely response and resolution.
Develop and implement inventory management programs (consignment and vendor-managed inventory).
Ensure accurate execution of month-end close activities to support financial reporting and audits.
Oversee SAP pricing, accruals, rebates, and customer master data across North America, Latin America, and Europe.
Maintain compliance with ISO procedures, financial controls, and regulatory requirements (domestic and foreign, including USMCA and AES).
Direct product sampling processes critical for new customer evaluations and sales contracts.
Develop and track Customer Service KPIs; analyze trends and drive continuous improvement.
Build and maintain strong relationships with Sales, Market Teams, Manufacturing, S&OP, Distribution, Credit/AR, and global Customer Service teams.
Select, coach, and develop CSR staff; provide training and guidance to new and less experienced team members.
Serve as a key communication link to customers, providing pricing, availability, scheduling, and proactive issue resolution.
About You
BA or BS Degree in technical or financial related areas desired
7+ years’ experience in manufacturing oriented customer service functions
Chemical industry commercial experience
External Customer-facing experience related to problem solving
ISO Quality Certification experience
Experienced facilitator who can achieve results with all organizational levels of both internal and external customers
Computer literacy including extensive knowledge of SAP, Microsoft Office, and Lotus Notes related applications High degree of competency in written and oral communications
Schedule/Hours
This is a salaried exempt, day shift position
Our Ashtabula, Ohio Complex, consisting of two plants just south of Lake Erie, is a state of the art manufacturing complex with leading technology and more than 45 years of manufacturing excellence.
INEOS Pigments offers a competitive salary with an annual bonus and a comprehensive benefits package, including paid time off, medical, dental, vision, short-term disability, long-term disability with the buy-up option, basic life & AD&D insurance with a buy-up option for self and dependents, 401(k) with company match.
EOE M/F/Vet/Disabled
Know Your Rights: Workplace discrimination is illegal (eeoc.gov)
