Customer Service Team Lead Job

The Customer Service Team Lead position reports to the Supply Chain Manager. This position has 3 Customer Service direct reports – at current, Customer Account Representative, Account Specialists and International Account Specialist.  

Position responsible for the Sales Order Management process, customer satisfaction and support, account reconciliation, and supporting the revenue stream of Arkema, Inc. for a Team of Customer Service professionals  Leading a customer service team of 3 people, interfacing with 5 plants/shipping locations, Logistics, Credit, Accounts Receivable, Regulatory, and other Arkema departments, and reporting to the Supply Chain (Manager/Director). Interface and participate in the Customer Service Leadership Team through meetings, projects, and initiatives. 

Essential Duties & Responsibilities

The Arkema Customer Service Organization is centralized in structure but de-centralized in execution as the incumbent will support a particular Business Unit (s).  

Daily functions are conducted in accordance with Arkema, Inc. Customer Service ISO 9000 Quality & Procedures Manual, Business Unit Work Instructions and associated documents, Business Unit Rules or Guidelines, Company Policies and Procedures, Federal, State and Local Legal, Tax, Health, Safety and Environmental Guidelines/Regulations (Includes Robinson Pactman Act, Hazmat, TOSCA, USMCA, Product Stewardship, DOT, IMCO, among others.

 

• 30% Team Leadership – With assistance & guidance, train, coach, and develop team members to ensure customer satisfaction. Increase efficiency, productivity, and profitability through continuous improvement of the order process (i.e. Customer Master, AEN functionality, SAP reports, and additional avenues of improvement). Meet frequently as a team and with individuals to evaluate and develop team members, enhancing necessary competencies to sustain success.   Ensure the proper distribution of workload among the team based on skill level and volume. Review, manage and train employees in business specific procedures, such a complaint management.  Provide the team with the required tools, resources & access to successfully complete the required job functions.  
• 40% - Order Management & Issues Resolution - Order management includes key customers, with one or more supply chain models or more complex order processes, such as vendor managed inventory, consignment, etc. All orders will be entered and acknowledged within 24 hours.  Knowledgeable in and executes SAP customer master and output settings to provide consistent information to customers, such as Order Acknowledgement, ASN, COA, Invoice.  Provide information on pricing, availability, and schedule information with a full understanding of product and packaging options.  Quote, list pricing/special arrangements/discounts as agreed to by sales. Maintain or exceed customer revenue and working capital targets. Proactively monitors orders, using SAP tools and custom reports, for on-time shipping, delivery, order process status and identifies areas of concern in the quote to cash process. Alerts customers of issues and recommends proper solutions throughout the quote to cash process.  Manage & execute Debit/Credit/Residuals management, for self and team.
• 20% Business/Supply Chain - Prepare and analyze monthly statistical reports recapping residuals, adjustments, complaints, etc. to identify areas for improvement and additional training needs.  Review Accounts Receivable for accurate reconciliation and assist in collection efforts.  Perform or direct additional business specific related activities as directed by Manager to support sales and distribution processes. May include: inside sales, import, export, collections, forecasting, Supply Chain, various report requests.
• 10% Networking, Shared Practices & Training - Actively participate & contribute to the Customer Service Leadership Team and ISO Management Review. Share knowledge with other team members, update other members on team status, and share best practices and new information, identify opportunities to implement best practice solutions for supply chain challenges within this specific business unit.   Frequently works with the Business Process Optimization Center for Quote to Cash, Master Data, International, and Purchase to Pay processes, institutionalizing best practices into the Customer Service Team. As appropriate for learning new processes, reports, process changes, apply learnings in this role.  Can include product training, process training, etc. Attend offered training to support development plan and strengthen skills.

 

Minimum Years of Experience

• Minimum 7+ in Customer Service/Supply Chain or other business-r