Job Description:

Customer Service & Engagement Manager

Huntsman is seeking a Customer Service & Engagement Manager supporting the Polyurethanes Division located in San Jose, Costa Rica. This position will report to the Supply Chain Director.

Job Scope
This role is responsible for overall North America and South America customer service management by ensuring the delivery of high-quality service and continuously improving processes across teams. The position also focuses on team development, project facilitation, issue resolution, and fostering strong relationships across the organization while demonstrating effective leadership and driving results.

In summary, as the Customer Service & Engagement Manager, you will:

• 30% Leader: Results driven, effective team and organizational leadership with an emphasis on execution, accountability, and safety.  Proven ability to create and drive a vision through selling of ideas and strategies, emphasis on best practices, and development and monitoring of KPIs. Demonstrated emphasis on a positive culture that recognizes, rewards, and celebrates achievements in an atmosphere of levity.
• 30% Relationship Builder: Lead working relationships with both internal and external customers; align strategic and operational goals to business goals & requirements; create open lines of communication and develop trust between teams and individuals; display knowledge and competence in business and procedural details.  Ability to manage gaps, clarifies roles, reframe perceptions, display team advocacy, and act as a buffer between groups to create unity is essential.
• 20% Motivator / Developer: Ability to recruit and hire the right personnel for the team by seeking out talent that may be utilized and extended over the long haul; sustain growth and build capabilities in current staff; mentor team members for succession planning to assure team knowledge and capability depth; address behavioral issues and resolve execution gaps of team and individuals.
• 20% Resolver: Streamline broken, cumbersome, and or missing processes both within team and with other groups; remove roadblocks as they occur and strategically; act as the voice of the team and internal liaison; accurately evaluate and minimize risk; promote value-added activities; provide escalation support to team and business with customers.

Qualifications
You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

The candidate must have an unrestricted right to work for Huntsman in Costa Rica. A valid passport and U.S. visa are required for this role.

All candidates are expected to work at our office in AFZ, Heredia on Mondays, Wednesdays, and Thursdays. Please note that there may be occasions where additional office days are required, due specific business needs.

Minimum Qualifications

• Bachelor’s degree in Engineering, Business, or a related field (or equivalent years of experience).
• 7+ years of experience managing customer service or supply chain teams in North America.
• Advanced English proficiency (C1 preferred)
• Experience building and maintaining strong customer relationships.
• Experience leading and developing direct reports, including coaching and performance management.
• Experience driving customer engagement strategies and process improvements.

Skills and knowledge

• Strong customer-focused mindset with the ability to build trusted relationships.
• Ability to analyze data and trends to develop engagement strategies.
• Experience in conflict resolution, negotiation, and stakeholder management.
• Knowledge of Lean Six Sigma or process improvement methodologies.
• Strong organizational and analytical skills.
• Proficiency in Microsoft Office, particularly Excel.
• Ability to manage multiple priorities effectively.
• Experience improving customer service processes and overall customer experience.

Preferred Qualifications

• Master’s degree in Business.
• Strong communication skills, both verbal and written.
• Ability to anticipate customer needs and provide proactive solutions.
• Flexibility and adaptability to changing priorities.
• SAP experience.
• Understanding of supply chain concepts (logistics, production, planning).

Working Environment

• Work in a dynamic shared services and customer service environment.
• Close collaboration with cross-functional teams across regions.
• Leadership of teams supporting North and South America operations.
• Engagement in continuous improvement initiatives and projects.

Additional Locations: