Customer Service Team Lead

<h2>Overview</h2> <p>Celanese Corporation is a global chemical leader in the production of differentiated chemistry solutions and specialty materials used in most major industries and consumer applications. Our businesses use the full breadth of Celanese's global chemistry, technology and commercial expertise to create value for our customers, employees, shareholders and the corporation. As we partner with our customers to solve their most critical business needs, we strive to make a positive impact on our communities and the world through The Celanese Foundation. Based in Dallas, Celanese employs approximately 13,000 employees worldwide and had 2023 net sales of $10.9 billion. For more information about Celanese Corporation and its product offerings, visit www.celanese.com.</p> <h2>Responsibilities</h2> <p><strong>JOB DESCRIPTION </strong></p> <p><strong> </strong></p> <p><strong>Customer Service Team Lead</strong></p> <p><strong> </strong></p> <p><strong> </strong></p> <p><strong>Position Summary: </strong></p> <ul> <li>Responsible for leading a team of Sr. Associates/Specialists/Adv. Specialists/Resolvers on Customer Service required to execute perfect order fulfillment within the order to cash process. Order to cash includes pricing administration, order entry, customer service/problem resolution, billing coordination, collections and master data maintenance.</li> <li>Accountable for driving continuous process improvement to simplify and standardize, reduce non-value added activities and costs, increase productivity and achieve customer service targets.</li> <li>Works closely with Distribution and Logistics teams, other Supply Chain functions, the Business lines and the Commercial teams to ensure business rules are applied to orders properly.</li> </ul> <p><strong> </strong></p> <p><strong>Areas of Responsibility: </strong></p> <ul> <li>Leads the organization in establishing and achieving internal customer service targets</li> <li>Drives internal and external customer satisfaction</li> <li>Monitoring and investigating customer complaints and implementing corrective action.</li> <li>Ensures foreign trade and other regulatory controls are in place for accepting and executing orders</li> <li>Ensures compliance of department to safety targets, ISO and Sarbanes Oxley.</li> <li>Meets productivity and quality metrics for delivery at expected cost for the service level chose by the businesses</li> <li>Develops and document procedures</li> <li>Develops and train personnel to improve performance and job satisfaction</li> <li>Effectively manages day-to-day emergencies/issues</li> <li>Drives past due performance together with AR and Sales</li> <li>Maintains and ensures key internal relationships</li> <li>Support Resolver in resolving escalated issues from the CS teams by interfacing with other functions regarding:</li> </ul> <p>o High profile issues with orders</p> <p>o Complex order-related issues</p> <p>o Broken customer services processes</p> <p>o Consignment related discrepancies</p> <ul> <li>Serves as a mentor to the Budapest CS teams regarding process excellence and defect resolution.</li> <li>Works with S&amp;OP to resolve Allocation/Sales Control issues</li> <li>Drives opportunities for improving/leaning out CS processes</li> <li>Supports CS in internal and external audits by obtaining requested evidence</li> </ul> <p> </p> <h2>Qualifications</h2> <p><strong>Requirements: </strong></p> <ul> <li>MA/BA degree</li> <li>Leadership experience, preferably in a large multinational</li> <li>Proven track record of leading people through change</li> <li>Able to identify and implement process improvement initiatives</li> <li>Experience in Customer Service and Logistics (3-5 years)</li> <li>Fluent English</li> <li>Positive, pro-active personality</li> <li>Customer focus</li> <li>Resilient</li> <li>Team player</li> <li>SAP Experience </li> </ul>