The Customer Service Team Leader is accountable for leading, coaching and monitoring customer service GC North/Central group OTC management. He or she is primarily responsible for timely and accurately processing and committing the team’s response on the customer orders, customer complaints and feedback to customer inquiries. The supervisor’s responsibilities also include implementing work procedure, and ensuring the systems/tools be fully utilized and exploited. Principal Accountability - Supervise daily activities of customer service officers by working with cross functions – commercial, demand planning, supply planning and logistics team to execute the process on time and efficient. - Generate reports and conduct analysis on a regular basis and identify improvements that enable better customer service efficiency in workflow/output, improve team’s productivity and guide customer service officers with a focus on continuous improvement. - Foster an atmosphere in the customer service group keeping with the culture and values while promoting the quality service and exceptional teamwork. - Conduct the key account customer orders order to cash management, especially work with commercial and product team for the new business development. - Plan, organize, provide timely response to internal/external customer inquires, coach customer coordinator to resolve the customer complaints and acknowledge. - Perform rebate/commission discussion with finance, commercial and legal team, take the financial accrual and coach customer service officer to settle the payment. - Lead and participate in projects to drive better customer service by establishing and implementing improved process or tools. - Proactively communicate with commercial team and supply chain team to coordinate to solve the problem timely. - Visit the key account customers to understand their demands and needs to maintain a good relationship. - Work with customer service manager for internal controls to meet company compliance. - Other jobs assigned by customer service manager. Complexity of the job - The position has daily contact with cross functions and various countries (Japan, India, Europe, USA). High sensitivity of different culture is required. - The commercial policies & strategies change fast according to business environment, the incumbent has to understand and adapt to the changes correctly & quickly. - The job requires good priority-setting skill and organizing ability. The job is the focal point for customer contact between commercial and supply chain, and therefore assessing their requirements and dealing with them promptly and efficiently is very important. - Frequently changing demand from the customer side by different downstream industries needs, especially on electronics, electrical and auto, sensitivity is required in communication skills and amount of information sharing, in order to manage difficult customers - Has to capture all related knowledge to meet requirements by the emerging market, and to fulfill all the assignment by customer service manager. Requirements: - At least 8 years working experience, minimum 2 years in management experiences or leading projects with virtual team. - People/project management skills, especially with a team under pressure environment facing demanding customers/needs. - Good communication skill and problem -solving abilities, self-motivated. - Ability to effectively communicate(written and verbal) with upper level management and work cooperatively with coworkers. - Multinational company working experience in electronics, automotive or chemical industry preferred. - Requires up to 10% domestic travel. - Fluent in both spoken and written English - Understanding of international trade principles and possibilities, inclusive of INCOTERMS 2010/2020 - Bachelor’s degree or equivalent education in supply chain, logistics, business management or related fields
