Customer Service Team Lead Operations
hace 9 horas
Job Description:
Customer Service Team Lead Operations
Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals.
Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets.
We operate more than 70 manufacturing, R&D and operations facilities in approximately 30 countries and employ approximately 9,000 associates within our four distinct business divisions.
Huntsman offers unsurpassed opportunities to build a successful future.
Our diverse portfolio creates a range of career fields including manufacturing, research and development, technical services, sales and marketing, customer service - and the list goes on.
Here, you can make an impact and make a difference.
Come join us.
Huntsman's Advanced Materials Division is seeking a Customer Service Team Lead for Operations supporting our GBS Site in San Jose, Costa Rica.
This position will report to Customer Service Manager.
The Customer Service Team Leader is responsible for helping maintain customer relationships, serving as the first escalation point for service issues, and running analytics for day-to-day operations.
This role is responsible for training and coaching a team of Customer Service Representatives in customer service tools and etiquette.
The Customer Service Team Leader helps drive customer loyalty and achievement of the company's sales and revenue objectives by delivering exceptional customer service.
In summary, as the Customer Service Team Lead, you will be responsible for:
Manage a team of Customer Service Representatives to drive delivery of exceptional customer service, specifically:
- Coach and motivate Customer Fulfillment Representatives to meet KPI targets.
- Identify and implement ways to increase overall team performance and efficiency.
- Administer annual reviews and performance improvement plans.
- Ensure the team has the knowledge and skills to meet customer expectations.
- Collaborate with other Customer Fulfillment Team Leaders to ensure alignment on best practices.
Assist in developing and maintaining strong, collaborative customer relationships, specifically:
- Ensure customer orders are correctly processed, including invoices, pricing, shipping, deliveries and working order blocks.
- Manage escalated customer service issues, including coordinating, when necessary, with the appropriate individual or functions.
- Monitor and manage customer KPIs and scorecards and develop service improvement plans for KPIs that fall below designated thresholds.
Analyze customer service issues and drive service-level improvements, specifically:
- Investigate formal customer complaints, identify root cause, offer resolution and mange customer communication.
- Execute service improvement plans to better meet customer requirements.
- Communicate regularly with internal stakeholders to drive implementation of service improvements.
Drive change and continuous improvement throughout the customer fulfillment organization, specifically:
- Be a positive force for change and inspire others to change.
- Recommend and develop process and system improvements and communicate recommendations to the Customer Fulfillment Manager.
- Understand company objectives related to the 360 Strategy and take action to drive achievement of those objectives.
Exemplify and drive adherence to quality, safety and compliance standards, specifically:
- Model adherence to quality, compliance and/or safety requirements, and monitor the team's adherence to these standards.
- Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
- Report any quality, safety or compliance incidents to the appropriate individuals, and take immediate corrective action.
- Zero Harm culture incorporated in to CSA prosses.
Required Qualifications
Education
- Bachelor's degree or equivalent in Supply Chain, Business or Engineering.
- Language: English and Spanish - written and spoken proficiency.
- Portuguese is a plus.
Experiences
- 5 years of professional experience in the field of customer service, inside sales, and/or supply chain, optimally in chemicals or manufacturing.
- Commercial exposure, proven track record in supply planning / production planning.
- Order Management experience required.
Skills & Knowledge
- SAP / ERP software process knowledge advantage.
- Proficient in relevant software, such as Microsoft Office and order entry systems.
- Balancing of commercial priorities and operational capabilities.
- Excellent and proactive communicator, connecting demand with supply side.
- High focus on data and metrics.
- Communication skills, including verbal, written and presentation.
- Interpersonal skills, including the skill of persuasion.
- Analytical and problem-solving skills, including the ability to conduct a root cause analysis.
- Project management skills.
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