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