Customer Service Team Lead

Position: Customer Service Team Lead Job
Job Title:

Customer Service Team Lead

Business Unit:
Thiochemicals

Location:

Radnor, PA

JOB SUMMARY

We are seeking an engaging and motivated Customer Service Team Lead to inspire and guide a team responsible for delivering an exceptional customer experience across high-volume, order-driven processes.

This role sits at the center of our customer operations and is responsible for leading end-to-end order management, strengthening customer relationships, and ensuring a seamless quote-to-cash experience. The position directly supports revenue generation by overseeing transactional order workflows tied to multiple manufacturing sites.

The Customer Service Team Lead will mentor and develop a team of Customer Service Representatives while managing escalations, optimizing workflows, and driving continuous improvement across systems and processes. This role operates in a fast-paced environment and requires close collaboration with Sales, Supply Chain, Logistics, Finance, and shared service teams.

This role offers the opportunity to lead a critical function that directly impacts customer experience and business performance. You will play a key role in shaping team culture, improving processes, and strengthening customer partnerships while developing your leadership capabilities.

KEY RESPONSIBILITIES

Team Leadership

* Lead, coach, and develop a team of Customer Service Representatives to ensure high performance and customer satisfaction.

* Create a positive, accountable, and collaborative team environment that fosters growth and engagement.

* Conduct regular team and individual meetings to provide feedback, training, and performance management.

* Monitor daily workload and allocate resources effectively based on order volume and priorities.

* Train team members on complaint management procedures, systems, and business processes.

Order Management and Customer Support

* Oversee the full order management lifecycle, ensuring accurate and timely order entry and processing (within 24 hours).

* Act as the primary escalation point for complex or high-impact customer issues.

* Provide real-time support on pricing, product availability, delivery schedules, and shipment status.

* Manage complex order scenarios including VMI, consignment, and multiple supply chain models.

* Monitor SAP order flows, troubleshoot lifecycle issues, and ensure proper customer master data and output settings (acknowledgements, ASN, invoices, COAs).

* Oversee debit, credit, and residual transaction processing.

Business and Supply Chain Collaboration

* Partner with Supply Chain, Sales, Logistics, Finance, and Credit teams to support business objectives.

* Analyze and report KPIs related to customer service performance (residuals, complaints, adjustments).

* Support accounts receivable and collections activities in coordination with Finance.

* Contribute to forecasting, reporting, and inside sales or import/export processes as needed.

Networking and Continuous Improvement

* Identify and implement process improvements to enhance efficiency, accuracy, and customer experience.

* Represent the team in Customer Service Leadership meetings and cross-functional forums.

* Partner with Business Process Optimization teams on Quote-to-Cash, Master Data, and Purchase-to-Pay initiatives.

* Share best practices and help standardize processes across teams and systems.

Training & Development

* Support onboarding and continuous learning for team members.

* Attend training on systems, tools, and service protocols and apply knowledge across the team.

* Foster a culture of continuous improvement and professional development.

EXPERIENCE &

QUALIFICATIONS REQUIRED

Education:

Bachelor's degree required, preferably in Business or Supply Chain.

Experience,

Qualifications & Skills:

* 5+ years of customer service, supply chain, or related experience.

* 2+ years of leadership or mentoring experience.

* Experience in high-volume, order-driven environments (e.g., VMI, consignment) preferred.

* Strong leadership, communication, and customer management skills.

* Proven ability to manage escalations and build trusted relationships.

* Subject matter expertise in order management and customer operations.

* Advanced SAP skills required; intermediate Microsoft Office (Excel, Word, PowerPoint).

* Strong analytical, problem-solving, and cross-functional collaboration skills.

* Ability to manage complex orders, troubleshoot issues, and drive process improvements.

* High attention to detail with strong prioritization and follow-through.

* Proactive, solutions-oriented mindset.

* Commitment to safety, compliance, and teamwork.

Who we are? Arkema is a world leader in Innovative Materials for a Sustainable World with the ambition to become a pure Specialty Materials player.

We thrive as One Arkema, comprised of many businesses and brands including Bostik, Arr Maz, and more! and operating with a global reach in 55 countries with more than 20,700 employees. Each one contributes to positioning Arkema as a recognized leader of specialty chemicals and…