{"id":1726362,"url":"https://alion.io/job/momentive-customer-service-manager","title":"Customer Service Manager","company":{"id":1822695,"name":"Momentive Performance Materials","domain":"momentive.com","url":"https://alion.io/company/momentive","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":11,"ghost_share":0,"stale_share":0.636,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Niskayuna, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":86000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4938},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-14T00:00:00Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-11-05T00:34:34Z","board_verified":true,"closed_at":null,"days_open":52,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":52},"description":"Job Title:\nCustomer Service ManagerSummary:\nIn this role, you will manage support and develop Customer Service Representatives, ensuring the day-to-day execution of Customer Service operations; monitor team performance and contribute to a positive workplace. You will provide excellent customer service by leading and motivating the CS team, developing employee loyalty programs, and achieving customer satisfaction goals.Please note that this role requires on-site presence five days per week, Monday through Friday.\nMay require working 7:00 am-4:00 pm and/or 8:00 am-5:00 pm.\nMay require flexibility to begin your day as early as 6:00 am based on business needs.\nResponsibilities Include:\nCustomer Service Leadership\nLead, coach, and develop a team of Customer Service Representatives.\nEstablish performance goals and monitorindividual and team effectiveness.\nFoster a customer-focused culture that emphasizes responsiveness, accountability, and continuous improvement.\nConduct performance reviews, training, and employee development activities.\nCustomer Relationship Management\nServe as the primary escalation point for complex customer inquiries and issues.\nBuild and maintainstrong relationships with key customers and internal stakeholders.\nEnsure timelyresolution of customer concerns while maintaininghigh satisfaction levels.\nPartner with commercial teams to support customer retention and growth initiatives.\nOrder Management & Operational Excellence\nOversee the complete order-to-cash process, including order entry, order fulfillment, delivery coordination, and issue resolution.\nEnsure accuracy and compliance with company policies, procedures, and service standards.\nIdentifyprocess inefficiencies and implement solutions to improve service levels and operational performance.\nSupport business continuity and customer communication during supply disruptions or service challenges.\nPerformance & Reporting\nMonitor key performance indicators (KPIs) such as: Customer Satisfaction (CSAT), Order Accuracy, On-Time Delivery, Response and Resolution Times,Backlog Management and Service Level Performance.\nAnalyze trends and recommend corrective actions to improve customer experience and operational efficiency.\nPrepare and present performance reports to leadership.\nCross-Functional Collaboration\nWork closely with Supply Chain, Manufacturing, Logistics, Sales, Finance, and Planning teams to ensure customer commitments are met.\nParticipate in business reviews, demand planning discussions, and continuous improvement initiatives.\nSupport implementation of new systems, processes, and technologies.\nQualifications:\nThe following are required for the role\nBachelor’s degree and a minimum of 3+ years of relevant professional experience, or an equivalent combination of education and experience.\n\nStrong business acumen with deep knowledge of the Order-to-Cash (O2C) process.\n\nAdvanced proficiency in SAP or comparable ERP systems.\n\nCustomer-focused mindset with demonstrated leadership experience in customer service or a related industry role.\n\nExceptional verbal and written communication skills.\n\nHighly organized, detail-oriented, and able to adapt to changing priorities in a fast-paced, customer-oriented environment.\n\nDemonstrated project management capabilities, strong analytical skills, and high IT/technology proficiency.\n\nExcellent presentation skills and the ability to communicate effectively at all levels, both internally and externally.\n\nHigh emotional intelligence and self-awareness, with strong interpersonal and influencing skills.\n\nProven ability to lead through influence (“soft power”) and manage senior-level stakeholders without direct reporting authority.\n\nThe following arepreferredfor this role\n3+ years of Customer Service leadership experience\n\nFluent in Spanish, both written and verbal.\n\nExperience in the Chemical industry.\n\nCI/Six Sigma /Lean\n\nSolid Project Management experience.\n\nWhat We Offer:\nBase Pay Range: $69,800 - $102,300The actual salary offered is determined by factors including but not limited to education, experience, skill sets, and geography. Local geographic pay differentials may not be reflected in the above pay range and will be discussed with you by a member of the HR team when applicable. If you are interested in this position, we’d ask that you apply! #BePartoftheSolution\nAdditionally, this role is eligible for incentive or sales variable compensation payments. The amount of these incentives is based on the terms of the Company's incentive plans, the Company's financial performance, and/or individual employee job performance.\nAt Momentive, compensation is one part of your overall package. We offer a fantastic variety of total rewards and development programs to support your unique needs for overall well-being and personal career aspirations.\nHealth, dental & vision insurance, including critical illness coverage and optional orthodontia coverage.\n\nPaid parental leave for the birth of a child; adoption and surrogacy reimbursement.\n\nShort term disability with 100% base salary coverage.\n\nCompany funded counseling (EAP) and assistance finding care for children, parents, or pets.\n\n25 days of Paid Time Off (PTO) plus paid holidays. Additional time off with years of service.\n\n401k savings plan with 5% employer match plus additional contribution based on years of service.\n\nStudent debt pay-off program.\n\nProfessional development programs and courses.\n\nWellness programs and financial education.\n\nRefer to the Hiring Process tab on our Careers page for a detailed description of the physical job requirements and location details for candidates considering relocation.\nAbout Us:\nMomentive is a premier global advanced materials company with a cutting-edgefocus on silicones and specialty products. We deliver solutions designed to help propel our customer’s products forward-products that have a profound impact on all aspects of life, around the clock and from living rooms to outer space. With every innovation, Momentive creates a more sustainable future. Our vast product portfolio is made up of advanced silicones and specialty solutions that play an essential role in driving performance across a multitude of industries, including agriculture, automotive, aerospace, electronics, energy, healthcare, personal care, consumer products, building and construction, and more.\nMomentive believes a diverse workforce empowers our people, strengthens our business, and contributes to a sustainable world. We are proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by law.\nTo be considered for this position candidates are required tosubmitan applicationfor employment and be of legal working age as defined by local law. An offer may be conditioned upon the successful completion of pre-employment conditions, as applicable, and subject to applicable laws and regulations.\nNote to third parties: Momentive is not seeking or accepting any unsolicited assistance from search and selection firms or employment agencies at this time.","description_format":"text","description_chars":7241,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false}]},"benefits":["401k plan","Parental leave","Professional development","Vision insurance","Wellness"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":true,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T22:04:38Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 3 · green card filings: 1","filings_12m":3,"filings_prev_12m":4,"green_card_filings_12m":1,"median_offered_wage_usd":123750,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.489,"p_room":0.55,"age_days":52,"expected_fill_days":38,"reasons":["conf:5","stale_co","win:tail"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/momentive-customer-service-manager","json_url":"https://alion.io/job/momentive-customer-service-manager.json","meta":{"generated_at":"2026-11-05T10:57:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14089,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1822695},"rest":"https://alion.io/mcp/rest/get_company?id=1822695"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmomentive-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmomentive-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmomentive-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/momentive-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmomentive-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1726362}},{"tool":"search_jobs","arguments":{"company":"momentive.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1726362},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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