Customer Service & Data Lead NA

about upl: UPL (NSE: UPL & BSE: 512070, LSE: UPLL) is focused on emerging as a premier global provider of total crop solutions designed to secure the world’s long-term food supply. Winning farmers hearts across the globe, while leading the way with innovative products and services that make agriculture sustainable, UPL is the fastest growing company in the industry. Our successes in the field add up to powerful financials. UPL delivers results from protecting crops that translate into attractive investor value. Based on the recognition that humankind is one community, UPL’s overarching commitment is to improve areas of its presence, workplace and customer engagement. please visit upl-ltd.com and follow us on LinkedIn, Twitter, Instagram and Facebook.

 

Our purpose is ‘OpenAg’. An agriculture network that feeds sustainable growth for all. No limits, no borders.

 

(EOE) Equal opportunity employer statement:

UPL provides equal employment opportunities (EEO) to all employees and applicants irrespective of their race, colour, religion, gender, marital status, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. In addition to federal law requirements, in every location in which the company has facilities, UPL complies with applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. UPL also reinforces EEO through its Corporate Business Principles and Code of Business Conduct.

 

JOB Summary: The Customer Service and Data Lead for North America is expected to lead our customer service team while playing a pivotal role in managing and maintaining our critical master data, enabling key customer service tools, and optimizing data flows across our platforms. This role will leverage your expertise in customer operations, data management, and technical understanding of systems to deliver best in class customer service and operational efficiency. It is important that this manager have a passion for customers, strong systems knowledge and can manage large data sources.

 

JOB RESPONSIBILITIES: 

 

• Team Leadership: Oversee the daily operations of the customer service team, providing coaching, mentorship, and performance management to ensure high-quality customer interactions across all channels (phone, email, chat). 
• Customer Service: Actively monitor customer satisfaction metrics, identify trends, and implement strategic initiatives to enhance customer experience and resolve complex issues promptly. Contribute to short- medium term Strategic Business Review process with offer strategy and financial impact. Conduct periodic Voice of Customer investigations to baseline UPL and continuously improve customers’ experience working with UPL.
• Performance Monitoring: Set clear customer service goals, establish and track key performance indicators (KPIs) like response time, resolution rate, and customer satisfaction, and implement corrective actions as needed.
• Operational Efficiency: Managing key customer operations such as Bulk repacking, Complaint Management, Sample Management, etc. Creating transparency with customers and sales around order manageme