Job Purpose
We are looking for a Customer Service Team Leader to lead our customer service operations and drive excellence in the order-to-cash process. Reporting to senior regional leadership, this role is responsible for ensuring high-quality service delivery, managing a team of Customer Service Representatives, and acting as a key point of contact for internal and external stakeholders. The role includes regional coordination, process ownership, and cross-functional collaboration.
Responsibilities:
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Lead and develop a team of Customer Service Representatives
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Ensure compliance with Order Management policies and service standards
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Act as second point of contact for escalated customer queries and complaints
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Monitor KPIs and SLAs, implement corrective actions where needed
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Represent Customer Service in regional and central project meetings
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Collaborate with CoE and IT on process improvements and digital initiatives
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Maintain and update process documentation (SOPs, playbooks)
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Attend customer visits and support sales-related initiatives
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Drive cross-functional collaboration with Sales, Finance, LSCM, and Marketing
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Support onboarding, training, and knowledge-sharing within the team
Qualifications & Experience Required
Education, Master, other certification:
- University degree in Business, Management, or related field
Experience:
- Minimum 3–5 years in a similar customer service leadership role
Technical Skills:
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Proficiency in CRM tools (e.g., Freshdesk, Salesforce, ERP)
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Strong Excel and Power BI skills
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Understanding of data-driven decision-making and process interconnectivity
Languages Skills:
Soft/Behavioral Skills:
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Strong people leadership and coaching mindset
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Excellent communication and stakeholder management skills
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Customer focus and collaborative mindset
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Ability to manage complexity and drive continuous improvement
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High accountability and attention to detail