Customer Service Team Lead Back Office

hace 6 días

Heredia, Costa Rica Huntsman A tiempo completo

Job Description:
Customer Service Team Lead Back Office

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 Back Office 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 back-office activities. This role is responsible for Month end close, pricing, invoicing, returns process and working with IA, Credit and legal. 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, and deliveries.
- 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:

- Collect and analyze customer feedback to identify and root cause customer service issues.
- 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 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.

Required Qualifications

Education
- Bachelor’s degree or equivalent either in Supply Chain, Business, 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.
- Conflict management skills.
- Ability to coach and advise team members.
- Ability to provide actionable and well-supported recommendations.
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