Sibelco Group

Manager Customer Services

Spruce Pine, NC

full_time

About This Job

Location:

SP Quartz

At Sibelco, we advance life through materials.

For over 150 years, we’ve been a trusted leader in sourcing, transforming, and distributing specialty industrial minerals. Our work powers progress across industries as diverse as glass, ceramics, construction, coatings, polymers, and water purification. Beyond our materials, we’re proud of our commitment to sustainability, innovation, and empowering people from all walks of life to thrive and make a meaningful impact.

Are We the Perfect Match?

At Sibelco, we believe building a successful career is a two-way journey. We’re looking for individuals who share our values and vision, just as much as you’re seeking a company that aligns with your aspirations. Together, we can shape the future.

As a part of the

Customer Service Team

, the

Customer Service Manager

role will empower you to deliver best in class Customer and Logistic Service for the cluster in accordance with Commercial & Operational Excellence.

Your Impact in This Role

As a

Customer Service Manager

, your responsibilities will include but are not limited to:

Leadership & Team Management:

•

Lead and evolve the Customer Service team to enhance the customer experience.

•

Set priorities for daily and strategic customer service personnel.

•

Train, Coach, and develop customer service representatives to provide excellent customer service.

•

Implement and communicate the customer service strategy and effectively manage the Customer Service budget.

•

Escalate complex issues to higher-level support or management if necessary.

Order Management & Fulfilment

•

Lead order entry process, including managing changes and back orders.

•

Provide Proactive order status updates to internal and external stakeholders.

•

Accountable for leading the daily operations of the customer service team, ensuring timely handling of inquiries, orders, etc.

•

Achieve and exceed KPIs related to customer satisfaction, process efficiency, and team performance.

•

Implement scalable processes that improve consistency and reduce friction.

Invoicing, Documentation, & Reporting

•

Oversee shipping paperwork and invoices.

•

Liaise with other company’s departments to establish and maintain efficient import/export activities in relation to sales, purchasing, materials management, production and overall operational function.

•

Execute import/export activities that comply with company’s policy as well as with local, country and international law and processes.

•

Prepare booking reports (new sales orders)

What You Bring To The Table

•

Bachelor’s degree in business administration, Economics, Logistics or another relevant field.

•

5+ years prior experience in customer services or logistics role in an international environment.

•

Strong Knowledge of SAP and Sales Force (SFDC)

•

Proficient in Excel, PowerPoint, Microsoft Teams, and ability to learn new data tools required

•

Please Management experience is preferred

•

Excellent communication skills.

•

Fluency in the local language and written and spoken English.

Cultural Qualifications

•

Experience contributing to a positive team culture by fostering mutual respect, transparency, and open communication.

•

Demonstrate a positive, can-do attitude and strong work ethic.

•

Comfortable taking initiative while also being receptive to input and consensus-building within a team environment.

•

Demonstrates accountability in meetings deadlines, delivering high-quality work, and owning outcomes- both successes and challenges.

•

Demonstrates commitment to continuous improvement, with a mindset focused on learning and innovation.

Why Join Us?

Sibelco is more than a workplace—it’s a community that encourages growth, innovation, and collaboration. Here’s what you can look forward to when you join our team:

•

Meet Our People: Careers

•

Learn About Our Recruitment Process: Learn More

•

Discover Our Sustainability Goals: Sibelco priorities

We also welcome applications from all backgrounds and are committed to providing reasonable adjustments to support you through the selection process.

How To Apply

Follow us on LinkedIn, Instagram, Twitter/X and Facebook to learn more about life at Sibelco. Submit your application in the

Apply

option.

Please note: We do not require agency services as we have a dedicated Global Talent Acquisition Team.

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