Share this Job

Customer Service Teamlead

Job Requisition ID:  27240

Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2018 revenues of approximately $10 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.

 

The role

As Team Lead Customer Service at Eastman Chemical in our Langenfeld (GE) office you will be working in close collaboration with Business partners, stakeholders as well as Supply Chain functions to ensure Customer Service Excellence. You will be responsible for leading and coaching your team of Customer Service Representatives through our customer experience & digitalization journey.  Your goal: ensuring Eastman will be an essential part of our customer’s success. 

Next to the day to day team management you will be accountable for relevant Key Performance Indicators. Not only to achieve Operational Excellence but also to actively motivate change and develop and embrace new solutions.


 

This is who you are
You are passionate about leading and managing a team of professionals and you are naturally inspiring and coaching them to the next performance level. With your strong collaboration and people management skills, you make people work together in a natural way generating value for our customers. Experience in change management is preferable.


In your world complexity is a source of value and you want to become part of customer’s success. You create value for the business with your ability to see “the bigger picture” and your drive to go “above and beyond” your role. Since a lot of your stakeholders and direct managers are on other locations you are pro-active in managing relationships from a distance as well as face to face.

With your optimistic customer focused mindset and courageous leadership, you dare to challenge existing paradigms and “status quo”. You also have a track record of delivering results while balancing risk & reward. With your excellent multi‑tasking skills you can work under pressure while manage competing priorities.

 

 

 

The responsibilities

  • Leading the Customer Service team in line with the global Supply Chain and business strategy
    • Driving key initiatives, critical thinking, quality and productivity within the group
    • Actively driving change and manage the team in executing projects without compromising compliance
  • Responsible for recruiting, training and coaching new talent
  • Communicating results through effective written documentation and oral presentations
  • Working in close collaboration with Supply chain, Logistics, Account Management and other business partners

 

 

Your background & qualifications

  • Bachelor’s degree and experience in the field of Supply Chain Management or Business Administration
  • You have over 3 years of relevant working experience in order fulfillment, customer service, complaint management, outbound logistics, order-2-cash cycles. You are known for your commercial attitude
  • You have excellent people management and leadership skills and experience in change management is preferable.
  • Customer focused, pro-active, commercial and hands-on mentality
  • Knowledge of software systems as MS Office, SAP and SalesForce.com
  • You have experience with key performance indicators, maintaining measures and perform analytics to drive improvements
  • Experience & knowledge of the application and impact of pricing, INCO terms and payment terms (i.e. Letter of Credit) in an interregional trade environment is preferable
  • Good written and spoken communication in English.

 

 

As an Eastman Team Member, you will be evaluated against the behaviors below that we feel are critical to meeting our business strategy.

  • Market Insight: Leverage market insights to guide decisions and determine what is right
  • Courage: Make courageous choices to innovate and accelerate value creation
  • Optimism: Optimistically focus on continual growth over a longer-term horizon
  • Bias for Action: Have a bias for action, prioritizing issues and making sound decisions, despite uncertainty or risk
  • Adaptability: Adaptable to market and customer opportunities quickly

 

 

What we offer

It’s about growth and your long-term success. At Eastman, your career path can take many routes—each offering growth opportunities, competitive salary and benefits, and a globally growing work environment. Eastman fosters a culture of diversity steeped in teamwork and employee involvement, a place where dedicated individuals turn great ideas into materials that make a difference in everyday life. We support and encourage one another and believe that leveraging diversity in our thoughts and experiences allows us to excel in business.

 

For further information about this position please contact Michael de Graaff +31(0)6 46 277 627 or send your application via the apply button.

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.


Job Segment: ERP, SAP, Compliance, Application Developer, Customer Service, Technology, Legal