Nancy Liau, Continental Carbon | Women Breaking the Mold 2024

Nancy Liau is humble about her significant accomplishments while working at carbon blacks provider Continental Carbon for more than 28 years.

Liau has a background in finance and began at Continental Carbon as a financial analyst, crunching numbers to discover more paths for profitability. She then supported the marketing department by providing an effective pricing structure that would match expenses with revenues to help keep the company financially healthy.

In recent years Liau has led the company's customer service department, serving as the reassuring voice for customers looking to fulfill orders, check statuses and resolve any lingering challenges. That work has allowed Liau to oversee the supply chain strategy, ensuring that Continental Carbon has access to the products that its customers need. That has been a particular challenge since the COVID pandemic.

"It's been a (winding) road to get here but I love my job and I enjoy helping customers to experience a successful project," Liau said. "Within the supply chain we've had to consolidate our production to make the best of any available unit to support our business."

One of Liau's most important responsibilities is to make sure that all interactions between her employer's carbon black production facilities and its tire and rubber customers are seamless, all while paying attention to every detail. She patiently coaches new colleagues throughout the industry chain to make sure all colleagues, vendors and other stakeholders all marching in the same direction.

That ongoing communication is critical for each and every order, Liau said. With the types of products Continental Carbon sells, customers don't simply add a purchase to an online shopping cart and have it delivered in two days. These are complex purchases that require significant coordination at the back end with suppliers and regular updates with customers so they can be prepared for the delivery date.

"When we take an order, that's just the beginning," Liau said. "We ensure the order is completed, ships out on time and meets expectations. That can take a few calls and (emails).

Some of the necessary communications happen internally with departments like the manufacturing group, shipping and purchasing.

"I interact with every department in the company in one way or another," Liau said.

Liau describes herself as calm and relaxed, but she remains committed to Continental Carbon, her customers and her colleagues. While she would consider any promotion offered, Liau is happy in her current role because she enjoys multitasking, solving customer problems and seeing how happy customers can get when an order is successfully completed.

Being at a smaller company with just over 200 companies is a good fit for Liau as well.

"I'm not doing extraordinary work, but I guess you could say it is critical," she said.

Years with company: 28

Years in rubber industry: 28

I started working in Continental Carbon Co. by chance. In 1995, WITCO sold its carbon black division to what is now known as CSRC group. Opportunities opened up to staff up the finance department, and I applied. I eventually moved from finance to sales and marketing.

I am currently the customer service manager. My department is responsible for managing the ordering process. We process orders when they are received and ensure that they are shipped on time and to the customers' satisfaction. This requires establishing good relationships not only externally, but internally with all departments as well.

I always believe in leading by example. Professionalism, honesty and dedication are all so important to earn credibility and trust from team members and co-workers across the company.

I listen to the Marketplace podcast. It's important to understand current state of our economy in my role.

I'd say not taking the opportunity to advance my education when offered by the company. I am always encouraging my team members, and myself, to do so anytime opportunities arise.

I enjoy traveling and experiencing and getting to know more about different cultures.

For me it would be that I am happy and content with life, which is where I am now. I want to enjoy time spent with family and friends and to have no regrets.