Team Lead Customer Service

Team Lead Customer Service

Requirements

• Bachelor’s degree in Business Administration, or a related field.
• Proven experience in a customer service leadership role.
• SAP Experience is strongly preferred.
• Chemical Background would be a plus.
• Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
• Exceptional communication skills, both written and verbal.
• Proficiency in using customer service software and tools.
• Analytical mindset with the ability to leverage data for decision-making.
• Strong problem-solving skills and a customer-centric approach.

Responsibilities

• Lead, motivate, and develop a high-performing customer service team.
• Foster a positive and collaborative team environment that encourages open communication and continuous improvement.
• Conduct regular team meetings to share updates, set goals, and address any challenges.
• Oversee daily operations to ensure efficient and timely resolution of customer inquiries, concerns, and escalations.
• Monitor key performance indicators (KPIs) and implement strategies to improve team performance and achieve service level objectives.
• Collaborate with other departments to streamline processes and enhance overall customer experience.
• Provide comprehensive training to new team members and ongoing coaching to existing staff.
• Identify areas for skill development and implement training programs to enhance the team’s capabilities.
• Conduct performance evaluations and provide constructive feedback to team members.
• Act as the first point of escalation for complex customer issues, ensuring swift and satisfactory resolution.
• Gather customer feedback and insights to contribute to product/service improvements.
• Champion a customer-centric mindset across the organization.
• Generate regular reports on team performance, customer satisfaction, and other relevant metrics.
• Analyze data to identify trends, areas for improvement, and opportunities for efficiency gains.
• Present findings and recommendations to upper management.
• Lead the Customer Service Team located in the region responsible for order fulfillment and related processes.
• Define the team’s strategy and objectives, taking into account Ketjen’s and OTC strategy and objectives.
• Responsible for maintaining strong and sustainable collaboration with other aspects of the business, stakeholders, commercial team, etc.
• Build and manage employee capacity, support their professional development, review and assess performance, and enable employees to optimize their contribution to the department.
• Conduct audits, lead month end activities for closing, order launches, and process improvement.

Preferred Qualifications

• SAP Experience is strongly preferred.
• Chemical Background would be a plus.