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Senior Team Leader, Customer Service
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Senior Team Leader, Customer Service
Arxada is a pioneering leader with a powerful legacy: Over 120 years of creating specialty chemicals and solutions that potentiate the performance of our customers and their products. Our solutions, our expertise and our support help them to perform better - to be more efficient, more effective and more sustainable. We are passionate about empowering high performance and enabling our employees, partners and customers to realize their full potential. Together we make daily life safer, cleaner, healthier and greener. If you like making a difference, we are the company for you
Arxada is looking for a Senior Team Leader, Customer Service in our San Jose, CR 02 building. This is a permanent, fulltime position with a hybrid working schedule.
Key Responsibilities:
- Responsible for development and execution of appropriate strategies, organizational design and process management for all customer service specialists and activities in order to provide customers with superior and low effort customer service.- Lead the CSS (Customer Service Specialists) and develop the staff through proactive coaching, mentoring, professional development and performance feedback.- Manage and coordinate activities of CSS within the group to work successfully and in cooperation with other internal organizations to ensure alignment of business goals, strategies and customer satisfaction programs.- Responsible for overall delivery of prompt, accurate processing of customer orders, inquiries and assure timely resolution to customer issues and complaints with applicable corrective action plans. Support CSS with overflow of work as required.- Develop and maintain continuous process improvement programs.- Drive consistent SAP utilization and recommend enhancements within the customer service functions while implementing agreed system changes.- Ensure Customer Satisfaction, controlling and implementing any service improvement strategy.- Coordinate and develop monthly KPI’s to measure and report on with CS Manager
Key Requirements:
- BA or BS degree or equivalent experience within Logistics, Supply Chain, Imports and with a strong customer centric focused organization.- Minimum of 3-5 years in a supervisory role.- Team leader with strong communication, problem solving and organization skills. Must be detailed oriented and have the ability to make decisions quickly and effectively. Requires knowledge of imports and exports.-
- Strong inter-personal skills to negotiate and resolve supply chain issues.
- Arxada - Potentiating Performance_
CR02
