Order Management Team Lead
hace 3 semanas
The Order Management Team Lead is a vital role in the Advanced Materials Division, located in San Jose, Costa Rica. As the first escalation point for service issues, this position requires exceptional communication and problem-solving skills.
This individual will manage a team of Customer Service Representatives to drive delivery of exceptional customer service. Key responsibilities include coaching and motivating the team to meet KPI targets, identifying ways to increase overall team performance and efficiency, administering annual reviews and performance improvement plans, and ensuring the team has the knowledge and skills to meet customer expectations.
AccountabilitiesThe Order Management Team Lead will assist in developing and maintaining strong, collaborative customer relationships. This includes ensuring customer orders are correctly processed, managing escalated customer service issues, monitoring and managing customer KPIs and scorecards, and developing service improvement plans for KPIs that fall below designated thresholds.
This individual will analyze customer service issues and drive service-level improvements by collecting and analyzing customer feedback to identify and root cause customer service issues, executing service improvement plans to better meet customer requirements, and communicating regularly with internal stakeholders to drive implementation of service improvements.
The Order Management Team Lead will also be responsible for driving change and continuous improvement throughout the customer fulfillment organization. This includes being a positive force for change and inspiring others to change, recommending and developing process and system improvements, and understanding company objectives and taking action to drive achievement of those objectives.
In addition, this role will exemplify and drive adherence to quality, safety, and compliance standards. This includes modeling adherence to quality, compliance, and/or safety requirements, completing all quality, safety, and compliance training within defined deadlines, and motivating others to do so. The Order Management Team Lead will also report any quality, safety, or compliance incidents to the appropriate individuals and take immediate corrective action.
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