Americas Customer Service Team Lead - IC

Posted Date 1 month ago(1/19/2018 4:58 PM)




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Purpose and Summary of position:


The Customer Service team is a department within the Supply Chain Deliver organization. This role is responsible for leading a team of Customer Service Representatives. To effectively manage this team it will require a customer focused leader who is knowledgeable in the order management processes, has strong peer relationship skills, an ability to implement and manage change, and displays managerial courage.
In addition to the daily management of personnel on the Customer Service team, this role is responsible for resolving escalated issues related to order management or customer relationship processes. This will require frequent interaction with their counterparts in the other SCD functions, as well as Sales, Planning, Human Resources, and the Business Lines. Through the collection and analysis of metrics this person will ensure adherence to all safety and compliance standards, including SOX, ISO, and international trade, all departmental expectations, and oversee process improvement initiatives.

Personnel Management:
- Ensure all personnel work in a safe and respectful manner
- Work closely with the HRBP to resolve personnel issues
- Manage the team within an operating budget
- Develop employees for future growth opportunities
- Engage in regular dialogues with direct reports regarding performance
- Create and deliver performance appraisals
- Manage work load and vacation plans to ensure adequate coverage

Daily Operations:
- Monitor day to day operations
- Investigate issues using related SAP transactions and reports
- Resolve escalation issues by communicating with the affected parties
- Implement opportunities to increase pro-active customer service
- Actively work to ensure the On Time Deliver targets are maintained
- Participate in monthly operations meetings with each business line
- Ensure all relevant compliance expectations are met
- Participate in SOX self-assessments, ISO, and other audits
- Ensure adequate resolution of all customer service related QN’s
- Participate in the resolution of all customer service caused 2PM’s

Organizational Agility:
- Interact with your counterparts to enact process improvements
- Build close working relationships with all internal stakeholders
- Adapt to organizational changes

- Manage the changes associated with on-going projects
- Promote operational excellence through closer customer relationships
- Effectively manage relationships between Customer Service and Sales
- Set realistic expectations and hold personnel accountable



Required Knowledge/Skills/Abilities:  

  • Customer Focused attitude
  • Familiarity with customer service processes
  • Prior people leadership experience
  • Solid conflict management skills
  • Excellent written and oral communication skills
  • Excellent presentation skills
  • ERP experience
  • MS Office product skills - PowerPoint, Live Meeting, Sharepoint Portal, Excel
  • Organization skills
  • Analytical skills
  • Ability to multi-task and manage time


Desirable Knowledge/Skills/Abilities:  

  • A willingness to work closely with your counterparts in other regions
  • Business Line knowledge
  • Knowledge of SAP order management transactions
  • An understanding of billing and invoicing processes
  • Ability to perform a thorough Root Cause Analysis
  • An understanding of Logistics processes

Required Years Experience:

  • 5 years

Required Education:

  • Bachelor's Degree

Application Methods:

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