R-Customer Service Lead

Company Description

Vantage provides natural solutions to our customers’ technical performance and marketing needs through a unique combination of chemistry, application expertise and service. Underpinned by our broad portfolio of formulations, ingredients and actives that are built on a backbone of sustainable oils, fats and their derivatives, Vantage targets selected markets and applications including personal care, food, surface treatment, agriculture, pharma, and consumer and industrial performance.

Vantage is headquartered in Deerfield, IL., operates in 11 countries worldwide and employs more than 1,000 talented professionals focused on delivering exceptional customer experiences with every interaction.

We are a dynamic people-centered organization where you’ll be part of a collaborative global team. Embracing our cultural diversity, we learn from each other to constantly improve, adapt and iterate. We value the voices and talents of our colleagues, empowering them to drive their unique ideas to completion. We’re convinced that exceptionally motivated employees produce outstanding results, and we celebrate them by fostering a culture of recognition, development, learning, excellence and shared achievement.

Most importantly, we know you’re going to like it here. For more information visit: vista... etc

Partnering with Sales and Operations, the Customer Care Lead will provide best-in-class customer support, ensuring a seamless customer experience with a focus on proactive customer communication and ‘white glove’ service to delight our customers. Managing key customer accounts, they will work closely with a team of Customer Service Representatives (CSRs). Additionally, they are responsible for ensuring such processes as entry of purchase orders, securing advance purchase commitments, monitoring of deliveries and inventories, and providing updates on any changes in timelines.

They will proactively identify and act on customer behavior patterns (e.g., delayed orders, inactivity) to reduce order abandonment and improve retention. The role also includes attention and responses to customers within service level agreements (SLAs).

Support the Customer Care Manager with standardizing processes throughout the region/Business Unit and build the necessary cross-functional bridges. The role also requires a focus on continuous improvement to support process change, introduction and implementation. Role acts as primary escalation point for assigned accounts.

This role supports customer care activities for assigned accounts and serves as a key link between customers, Sales, Operations, and Customer Service Representatives. The Customer Service Lead helps ensure timely order management, proactive customer communication, SLA achievement, and consistent execution of regional or business unit customer service processes. The role also supports process improvement, issue resolution, and customer retention through strong cross-functional partnership.

Key responsibilities include, but are not limited to the following:

• Prepare and monitor management indicators for respective Account Align Team (AAT) and customer base.
• Align Customer Service Strategy with AAT Strategy. Proactively communicate with customers and maintain strong communication channels internally and externally.
• Partner with Customer Service Representatives (CSRs) to support achievement of SLA‘s.
• Proactively engage with customers to secure future purchase orders, ensuring timely product availability and providing updates on any changes in inventory or delivery timelines.
• Monitor and identify customer behavior patterns (e.g. delayed orders, inactivity) to communicate actionable insights to reduce order abandonment and improve customer retention.
• Identify gaps in customer service processes and partner with various teams to implement processes to resolve.
• Propose action plans based on customer satisfaction survey results and partner with leadership and the team in plan execution.
  
  Establish self as the customer care subject matter expert for the assigned AAT, being a resource to…