Customer Service- TEAM LEAD

About you and this role

Leads a team of customer service order management and business quality professionals, including day-to-day operations, managing talent selection and performance and interfacing with the business on order fulfillment considerations relevant to the business.

Responsibilities

• Provides direct leadership to a team of order management professions that provide direct interface to customers.
• Provides day-to-day coaching on Customer Service operations.
• Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
• Ensures work process execution is operating effectively within the team.
• Collaborates with the business to ensure business strategy and service offerings are met.
• Makes hiring decisions.Collaborates across the function for leveraging best practices

Qualification:

• A minimum of a Bachelor's degree is required. Master’s degree is preferred.
• A minimum of combined experience, ideally in Supply chain but could also be in allied functions/teams like Purchasing, Sales/Marketing, M&E (Manufacturing & Engineering)
• Strong People Leadership experience would be preferred
• Strong business and financial acumen would be preferred
• Passion for team building/organization building, coaching, mentoring
• Expertise in Continuous improvement methodologies and/or metrics, storytelling and data analysis would be preferred

Your Skills

• Requires strong influence management skills and understanding of business priorities.
• Ability to persuade others (internal and external stakeholders) through effective communication skills and strong collaboration skills across colleagues and stakeholders.
• An understanding of the region and its capabilities / global connect and presence and excellent data analytics & process knowledge.
• Familiarity of leading improvement projects and having accountability for on-going activities or initiatives.
• Exhibition of strong work ethic and responsiveness to facilitate excellent Customer Experience.