Leader Customer Service Functional Excellence

Leader Customer Service Functional Excellence

Chester, VA, USA

Posted Monday, May 4, 2026 at 4:00 AM

Advan Six plays a critical role in global supply chains, innovating and delivering essential products for our customers in a wide variety of end markets and applications that touch people’s lives, such as building and construction, fertilizers, plastics, solvents, packaging, paints, coatings, adhesives, and electronics. Our reliable and sustainable supply of quality products emerges from the vertically integrated value chain of our three U.S. based manufacturing facilities.

Advan Six strives to deliver best-in-class customer experiences and differentiated products in the industries of nylon solutions, chemical intermediates, and plant nutrients, guided by our core values of Safety, Integrity, Accountability and Respect.

• We provide industry-competitive benefits focused on employee well‑being.
• Total Rewards program includes competitive compensation, health, dental, vision & wellness programs, paid vacation, 401(k) with company matching, health savings programs, disability & life insurance, employee assistance program.
• Tuition reimbursement for continued education, certifications, training, and development.
• Work within a fast-paced and innovative company, meeting passionate colleagues and partners with diverse backgrounds and experiences.

The Nylon Solutions Customer Experience Leader is accountable for the strategic leadership of a highly visible customer experience specialist team. This leader must have excellent interpersonal skills and the ability to build a team that works well together and provides superior service. They will drive the function to achieve individual, team, and business metrics.

Account Management:

• Manage the order to cash process and engage with supply chain and commercial team members to deliver an exceptional customer experience.
• Receive, process and expedite customer orders: order entry, scheduling of deliveries, customer service and sales support activities.
• Assist Account Managers with customer updates, debits, credits, sample requests and new account set‑up.
• Process and distribute daily reports essential to on time delivery and invoicing.

Strategic Initiatives and Team Development/ Leadership:

• Develop and own Customer Experience strategy and objectives, continuous improvement, SOX management, pricing accuracy, overall order management processes and reporting.
• Accomplish Customer Experience objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Improve customer service process efficiency and effectiveness by establishing and communicating data‑driven KPIs & service metrics; benchmarking industry standards; monitoring and analysing results; and implementing changes to drive performance and results.
• Partner with the business in development and implementation of effective procedures and systems throughout the supply chain, logistics, and customer experience processes to effectively meet or exceed customer expectations and provide for efficiency and accuracy in all customer‑related processes.
• Proactively and efficiently escalates critical business issues to teams and facilitates problem identification, alternatives and decision‑making process with stakeholders.
• Determine/reassess Customer Experience requirements by maintaining contact with customers and sales; visiting operational environments; conducting surveys; benchmarking best practices; analysing information and applications.
• Enhance the customer experience by working with partners across the organization to continually improve the tools and process.

• Bachelor’s degree or related experience.
• 7+ years of experience in customer service in a fast‑paced industrial manufacturing environment.
• 3+ years of experience leading a customer service team.
• Proficiency in SAP.
• Proficiency in Microsoft Office Suite,…