Customer Service Team Lead

Role Requirements

• Experience Range: 8-15 Years of experience

Key Skills:

• Order to Cash (O2C) process
• SAP MM and SAP SD
• Import & Export operations
• Incoterms knowledge
• Trade & Compliance expertise
• Team management managing team size 10 plus
• Flexible with shift

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 5-10 years 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

Additional notes

• The ability to accommodate a flexible schedule aligned with international time zones is essential