Customer Service Team Lead

Position Purpose

You will be responsible for leading and coaching a team of Customer Service Representatives (CSRs) to achieve optimal performance and ensuring Eastman to be an essential part of our customer’s success.  

Besides the day to day team management, you will be responsible for relevant Key Performance Indicators (KPIs) not limiting to achieve Operational Excellence but also to actively motivate change and develop and embrace new solutions. 

You are passionate about leading and managing a team of professionals and 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 to generate value for our customers. 

You shall create value for the business with your ability to see “the bigger picture” and your drive to go “above and beyond” your role. As most of your stakeholders and direct managers are based in various locations, you shall proactively manage relationships remotely and in person. 

With your optimistic customer focused mindset and courageous leadership, you shall continue to drive improvements to existing paradigms and “status quo”. 

With your excellent multi tasking skills and a track record of delivering results while balancing risks and rewards, you shall be able to work under pressure while managing competing priorities.

Responsibilities

Leadership and Process Improvement
•    Leading the Customer Service team efforts from start to end 
•    Coach, motivate and develop the team to ensure Order Fulfillment, enabling processes and customer service activities are effectively managed according to business needs and strategies through prioritization, negotiations and follow-through in order to provide value added customer service
•    Effectively communicate appropriate information to the team
•    Driving key initiatives, critical thinking, quality and productivity within the organization
•    Pursue process enhancements to continuously improve customers’ experience
•    Communicating results through effective written documentations and oral presentations
•    Actively support and lead functional initiatives to improve customer service performance and reduce costs
•    Ensure organization staffing needs are adequate to support the needs of internal/external customers and partners and actively participating in organization planning, hiring, onboarding and training activities 
•    Ensure the team receives continued training, communication and business updates
•    Monitor and participate in EPMP process, set expectations and evaluate performance of employees on a bi-annual basis at a minimum
•    Responsible for recruiting, training and coaching new CSRs

Partner with Sales, Supply Chain and 3rd Parties
•    Work in partnership with Sales, Supply Chain and 3rd Parties to service our customers, resolve problems, address concerns, and pursue sales growth opportunities per business and corporate strategies.       
•    Handle escalation issues in a timely manner
•    Having frequent and direct interaction with Supply chain, Logistics, Account Management and various support groups to resolve problems, address concerns, and pursue sales growth opportunities per business strategy and corporate strategy

Build relationship with customers, internal partners and teammates
•    Ensure appropriate and timely responsiveness, follow-up and follow through to effectively meet internal partners and external customers’ needs
•    Proactively anticipate internal/external customer needs
•    Establish strong internal and external networks to meet customers’ and operational needs
•    Coach and develop team members in an effective network development
•    Manage the team in executing projects 
•    Educate team to proactively engage with customer and gather insights 
•    Ensure customer intelligence is communicated appropriately and timely to Business and Commercial teams

Compliance and safety
•    Be a role model to always demonstrate and encourage safety habits, and to drive a zero-incident mindset 
•    Ensure Customer Service processes are in compliance with Standard Operating Procedures and Sarbanes Oxley guidelines
•    Sustained leadership role during internal or external audits

Qualifications & Experience

Educational Requirements:
•    A degree in the field of Supply Chain, Logistics, Operations or Business Administration is preferable

Experience Required:
•    You have over 3 years of relevant working experience in order fulfillment, customer service, complaint management, logistics, order-2-cash cycles. 
•    You have people management and leadership skills and want to develop these to a next level. 
•    Knowledge of software systems as MS Office, SAP and SalesForce.com will be an advantage