S Lead Customer Solutions Customer Account Partner

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Title:

I+S Lead Customer Solutions Customer Account Partner

Location:

Dublin, OH, US, 43016

Company Name: 1001

Requisition

A Place Where People Matter.

Start your career journey with Univar Solutions! Here you can make an impact on the world around you and accelerate your career in areas that energize and excite you.

Primary Purpose

The I+S Lead Customer Solution Customer Account Partner is responsible for delivering an exceptional customer experience that reflects Univar Solutions' commitment to service excellence. This role serves as a key liaison between customers, sales teams, internal business partners, and external suppliers and service providers, fostering strong, collaborative relationships that support customer success and business growth.

The I+S Lead Customer Solutions Customer Account Partner provides leadership, coaching, and operational support to the Customer Account Partner within the Customer Solutions Team, ensuring effective execution of end-to-end order-to-delivery processes across the assigned region. This role is responsible for developing team capabilities through training, mentoring, performance support, escalation management, reporting, workload analysis, and continuous process improvement initiatives that enhance customer satisfaction and operational efficiency.

As a senior member of the Customer Solutions organization, the I+S Lead Customer Account Partner serves as a role model by demonstrating a customer-centric mindset, building trusted partnerships and promoting collaboration across the organization. The role is instrumental in establishing credibility with internal and external stakeholders, driving profitable business outcomes, and supporting long-term customer retention and growth.

The successful candidate will champion Univar Solutions' culture, values, safety standards, compliance requirements, financial objectives, and inventory control practices while ensuring the consistent delivery of world-class customer service. Through effective leadership and a commitment to operational excellence, the I+S Lead Customer Account Partner will help drive sustainable business performance and strengthen the overall customer experience.

WHAT YOU'LL DO

% of time spent

(Total 100%)

Serve as the primary escalation resource for new customer account onboarding and order management activities, partnering with Customer Account Partners to ensure seamless order execution and successful service delivery. Collaborate cross-functionally with Sales, Product Management, Purchasing/Network Planning, Accounts Receivable, Credit, Transportation, Quality, Operations, and other key business functions to proactively resolve complex order issues, service disruptions, and delivery challenges.

30%

Leverage subject matter expertise to identify opportunities for continuous improvement in systems, processes, and tools. Act as a functional SAP expert and trusted resource, providing guidance, training, and support to team members to drive operational effectiveness and process consistency.

20%

Monitor, analyze, and report on key performance indicators, including productivity, unbilled revenue, open billing documents, customer complaints, payment disputes, case compliance, order accuracy, and overall sales order management performance. Identify trends and recommend corrective actions to improve service levels and business outcomes.

20%

Provide ongoing coaching, training, and development support to Customer Account Partners, ensuring adherence to established processes, procedures, and best practices. Facilitate individual and team training initiatives, support organizational change management efforts, and partner with leadership to develop and execute employee development plans. Mentor and support newly hired Customer Account Partners through an enhanced onboarding experience, providing structured coaching, knowledge transfer, and continuous guidance to accelerate proficiency and long-term success.

20%

Build and maintain strong relationships with internal stakeholders and business partners by consistently delivering value-added support, fostering collaboration, and ensuring a professional, customer-focused experience that enhances satisfaction and trust.

10%

Act as a backup to the Supervisor, serving as a key escalation point for regional team members and cross-functional partners. Provide leadership support, operational guidance, and decision-making assistance to ensure continuity of…