The Customer Service Team Lead is responsible for leading a team of Customer Care Specialists and works to ensure timely and effective completion of work. This role involves leading others, prioritizing, scheduling, and delegating work, and improving performance to ensure timely and cost-effective completion of sales and services support. Responsible for motivating and elevating the performance of the team to achieve targets of defined performance metrics while driving process efficiency and controlling costs. Ensures critical customer-facing activities are addressed and linked to the business performance.
Monitor the team’s workload for timely and accurate processing; ensuring effective best practices are applied within the business environment.
Collaboration with other departments to resolve complicated issues & issues which require special attention.
Provide recommendations to the Customer Fulfillment & Process Leader relevant to the improvement of policies and procedures.
Handles escalated customer issues and ensure timely resolution to these issues.
Ensuring business process with compliance to law of land, EHS policies, Business Code of Conduct and Compliance to SOX.
Prepare and maintain customer data in all relevant systems to enable an efficient execution of the order to cash process. This includes customer master data, outline agreements, prices, terms, commissions, rebates.
LC procedure & Coordinate with Finance and Bank for timely documents submission to ensure Zero discrepancies.
Ensuring that OTIF is maintained effectively.
Assist Department Head - Customer Fulfillment Manager, India in the analysis and management of all activities related to Customer Service.
To monitor & resolve escalations and complaint cases timely keeping Customer Satisfaction in mind.
To Check & monitor the Order Creation Process & Service Levels and ensure Accuracy & efficiency in the Process.
Involvement in Key Account Management and overseeing operations for such key accounts
Coordinating with different stake holders across the business-like Internal SC team, Tax Team, Sales Team, Credit and Performance team.
Providing timely feedback to the Team & taking full responsibility including assessment, management and performance appraisals (Connect) of the team reporting to this position.
Provide input and recommendations to the Department Head on performance management, training, development, and planning.
Generate and implement innovative ideas and recommendations that support the Customer Service vision of synergy and integration of job roles and/or responsibilities.
Understand broad customer base and support business growth by recognizing and identifying customers’ and distributors’ needs and differences
Ensure thorough familiarity with company policies and procedures.
Other duties to be assigned by Immediate Manager.
Bachelor’s Degree any discipline
Minimum 7 to 9 years of experience in Customer service & Order Management role. (O2C)
Good Hands on experience of SAP (S&D) Module, Word/Excel & Power point.
Excellent exposure and knowledge of LC transactions and Export transactions and Export documentation
Excellent knowledge of Domestic & Indent sale
Know-how & Skills :
Should have good Communication Skills (English and Hindi).
Export & Direct Indent Sales Documentation Knowledge.
Good Team Player.
Knowledge on E-biz portal, Customer complaint System, GTS, SAP.
Good communication and problem-solving skills.
Should offer flexibility and shows positive attitude in meeting sales demands for business growth.
Should be good at building relationships with all.
Develop and share information across inter- department to gain more knowledge on ground realities, have transparency, and enable accord priorities.
The willingness to work independently at times, quick and innovative thinking, have the ability to build relationships with stake holders in the organization.
Collaborates & Teams Effectively – Taking the initiative to work with others to achieve business goals.
Communicates Effectively – Speaking, listening and responding in ways that support both relationships and results.
Adds value for customers & partners – Creating a positive customer experience and supporting others to do the same.
Creates focus & motivates others – Clarifying a shared desired future with others and inspiring them to achieve it.
Thinks & Acts strategically – Choosing the best strategic paths and tactical actions to move the current organization from where it is today to where it wants to be in the future.
Develop people & teams – Planning and supporting relevant, continuous learning for individuals and teams.
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Thank you for your application. We regret to inform that only shortlisted candidates will be notified.