Job Responsibilities
Hiring/coaching/training/performance reviews of customer service
reps - Started up new centralize customer service group. 30%.
Handling customer issues. Handled escalated problems from
customer service reps - 20%.
Communications within organizations. Communication with supply
chain, operations, sales, finance, and IS. - 20%.
Project planning and implementation. Handled two major projects
of shutting down old sales offices and started up Automated Call Distribution
system. - 20%.
Visiting customers. Visited both customer we were building
strong relationships with and those we were having service
problems. - 5%.
Misc. - 5%.
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Job Requirements
Purdue (Krannert) classes were very good. Instructors are very
knowledgeable and classmates have a wide variety of business
experience. For the MSIA program most classes are requirements.
It was easy to get into any of the elective classes you chose.
Grading was difficult. A good percentage including myself
received probation letters during the first term. Less than a
handful did not make it through the semester. Please realize in
the MSIA program you take an extra class per session compared to
the normal MBA candidate. It was impossible to give your
attention to every class so you ended up choosing one course that
you study less for than the other courses. This was back in
1983/1984 and things could have changed siince them. The
professors were very knowledgeable but a little egocentric.
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Uppers
1. The ability to solve problems for your customers.
2. The compansation package and benefits were very good.
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Downers
1. The company went from customer focus to parent focus.
2. The company was recently put up for sale for the second time
in five years. All productively activity not involved in the
sales came to a halt.
3. Service went downhill and money was not being invested back
into the operations.
4. Constant complaints both internally and externally.
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Lifestyle
Work hours required were 60 plus hours. Business travel required was 5-10
percent. Company social events went to nil. Usually we had an annual dinner.
Dress was casual five days a week.
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Compensation
Final base salary was $82,000.
Bonus was between $7,000 and 10,000 based four factors.
No stock options.
Pension and 401(k). Bonus available for 401(K).
Cafeteria plan for benefits is a very good package.
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Advice to Jobseekers
I am actually in the midst of a career change. The chemical
industry has matured and will continue to consolidate. Career
opportunities are available but realized you will be in a
downsizing environment. Success managers in this environment
will be compensated well. However, you need to handle change
and conflict very, very well.
I have chosen to switch to the financial services field. Pay is
not as stable but more of a risk/reward compensation. The
industry is growing due to babyboomers hitting retirement age and
the industry may get a boost if part of social security is
privatized.
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