Customer Service & Data Lead NA

Equal Opportunity Employer Statement

UPL provides equal employment opportunities (EEO) to all employees and applicants irrespective of their race, colour, religion, gender, marital status, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. In addition to federal law requirements, in every location in which the company has facilities, UPL complies with applicable state and local laws governing non-discrimination in employment.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. UPL also reinforces EEO through its Corporate Business Principles and Code of Business Conduct.

The Customer Service and Data Lead for North America is expected to lead our customer service team while playing a pivotal role in managing and maintaining our critical master data, enabling key customer service tools, and optimizing data flows across our platforms. This role will leverage your expertise in customer operations, data management, and technical understanding of systems to deliver best in class customer service and operational efficiency.

It is important that this manager have a passion for customers, strong systems knowledge and can manage large data sources.

• Team Leadership:
  Oversee the daily operations of the customer service team, providing coaching, mentorship, and performance management to ensure high-quality customer interactions across all channels (phone, email, chat).
• Customer Service:
  Actively monitor customer satisfaction metrics, identify trends, and implement strategic initiatives to enhance customer experience and resolve complex issues promptly. Contribute to short‑medium term Strategic Business Review process with offer strategy and financial impact. Conduct periodic Voice of Customer investigations to baseline UPL and continuously improve customers’ experience working with UPL.
• Performance Monitoring:
  Set clear customer service goals, establish and track key performance indicators (KPIs) like response time, resolution rate, and customer satisfaction, and implement corrective actions as needed.
• Operational Efficiency:
  Managing key customer operations such as Bulk repacking, Complaint Management, Sample Management, etc. Creating transparency with customers and sales around order management and distribution. Managing both internal and external audits is key to demonstrating strong process and controls over the commercial operations.
• Stakeholder & Cross‑Functional Alignment:
  Collaborate closely with sales (Key Account Management, B2B and Field Sales), marketing, product development, and other departments to ensure a cohesive customer experience and aligned business objectives. Effectively communicate customer feedback, data insights, and system integration updates to key stakeholders, including senior management.
• Master Data Management:
  Establish and enforce data quality standards for customer and product master data across all systems, ensuring accuracy, consistency, and data integrity. Conduct regular data cleansing and validation processes to identify and rectify duplicate records, incorrect information, and data discrepancies. Develop and implement a comprehensive data governance framework, including data ownership, access control, and data quality guidelines.
• Data Integration:
  Collaborate with IT and cross‑functional teams to streamline data flows between CRM, ERP, and other systems, ensuring seamless data synchronization.
• Systems and Tools:
  Leverage and continuously improve all available to systems and tools (CRM tools like SFDC, SAP, Microsoft 365, etc.) to optimize customer interactions, track issues and improve communication. Create and maintain important reporting for customer and order management.

• Bachelor's degree in Business Administration, Operations Management, or related field.
• 10+ years of proven experience in an operations leadership role, with a strong track record of managing customer service teams and…