Supervisor Customer Service

Are you looking for an opportunity to onboard, train, and retain the brightest in customer service, fostering an environment of growth and efficiency. Are you the go-to expert to navigate through challenges, from order processing to product availability, and from timely deliveries to resolving complaints? Do you want to work in a leading  international company within its field, in an environment where professional and personal growth is encouraged? Welcome to LyondellBasell…

This is LyondellBasell

As a leader in the global chemical industry creating solutions for everyday sustainable living. Through advanced technology and focused investments, we are enabling a circular and low carbon economy. Across all we do, we aim to unlock value for our customers, investors and society. As one of the world’s largest producers of polymers and a leader in polyolefin technologies, we develop, manufacture and market high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. For more information, please visit www.lyondellbasell.com or follow @LyondellBasell on LinkedIn.

This is the role

As a Supervisor Customer Service you manage the best possible service to customers at industry leading levels. This includes the accurate and timely execution of the order fulfillment process for customers. You are the main point of contact for all customer related issues beyond daily business like order receipt and coordination of product availability, timely delivery, handling of customer complaints, and up to invoicing and debit/credit notes.   

You will manage your own customers’ portfolio, manage/coach a group of direct reports and develop the team and its individuals to their best performance using meaningful KPIs. 
Onboarding, training, development and retention of new customer service staff is essential. You ensure a qualified and most efficient and effective way of working while setting collaborative targets with neighbor departments.

Participating in interdepartmental projects, acting as Key User and sharing knowledge with the Subject Matter Experts are further key functions for the Supervisor Customer Service. You will also actively participate in SAP scenario testing.

 

Responsibilities

• Develop, coach, lead and integrate a team of CSRs in order to ensure the team is highly effective; individuals are motivated and positioned to realize their potential including suitable trainings and learning programs.
• Ensure via the CSRs and within own customers’ portfolio highest quality service to customers for a defined set of customers by handling customer requests in a timely and professional manner in order to ensure long term value creation for the company while increasing customer satisfaction (, e.g. reducing the number of complaints,)
• Translate the business strategy into tangible activities within Customer Service and sets targets and goals aligned to the business plan.
• Act as second level escalation for Planning, Sales, Business and other departments in order to serve the customer in the most efficient and effective way, applies KPIs, complaints, working capital (DSO) in days, bad debt etc. and ensures effective interfaces with all partner functions
• Develop strong relationships with key stakeholders (customers, business, HR, SC, Finance, etc.) and builds an effective network so that targets are effectively and efficiently met. 
• Monitor KPI dashboard, reviews performance vs goal and budget and takes corrective actions in case of deviations.
• Ensure formal governance compliance and company work ethic culture is in place by respecting / adhering to all policies and procedures and proactively “lives” them. 
• In order to improve process efficiency act as Key User, brings in ideas and shares new processes within Customer Service. Supports and addresses in case of SAP problems i.e. open and follow up tickets. Proactively perform SAP Test Scenarios. 
• Create, revise and keep procedures and work instructions up to date in conjunction with other departments in order to sustain process stability and standardization.
• Provide training, guidance, and functional expertise as needed to assist and train colleagues  in the organization in order to improve performance of colleagues and effectivity of procedures.

This is who you are

To be successful in this role you must recognize yourself in the following profile:
You’re known for your proactive nature and continuous drive for self-improvement. Your leadership skills shine in your ability to inspire and motivate your team, backed by your clear communication and strong relationships with customers. Your decisions are well-regarded, combining analytical skills with practical experience. Efficiency guides your work, focusing on essenti