
Customer Services Lead
1 week ago
We are looking for a Customer Services Lead for our chemical industry client based in Karachi.
Requirements:
- Graduation, preferably in business and/or supply chain.
- 4 to 5 years of relevant experience.
- Experience in customer service, supply chain, sales, and managing a team of about 8 Customer Service Officers (CSOs) for at least a year preferred.
- Provide on-the-job coaching to team members in matters related to OTC process efficiency and foster a customer-focused culture under guidance from the Customer Care Lead and Business Units.
- Manage the employee development process, including setting target agreements, performance reviews, and career development plans.
- Involve in the recruitment and talent management of CSOs to retain and develop staff with potential.
- Review job levels, resource utilization, and planning jointly with the BU Supply Chain Manager/disciplinary manager.
- Develop individual training plans for the team based on current and future development requirements.
- Provide order management-related expertise and information to business, functional counterparts, and the customer services community for continuous process improvement, system harmonization, and solution coordination for process problem-solving.
- Interact with business management and sales to gain knowledge of business development and customer needs. Coordinate customer visits for CSOs in alignment with the business regularly.
- Monitor order management performance using dedicated KPIs and reporting.
- Ensure CSO team effectiveness by fostering cross-BU knowledge sharing and creating a reliable backup system.
- Offer guidance to the CSO team in capturing customer expectations/requirements in the NCM (Non-Compliance) process.
- Analyze root causes, propose corrective measures, and ensure on-time closure of the end-to-end process in coordination with BUs and Functions for non-product quality complaints.
- Demonstrate customer focus.
- Develop self and others, collaborate for achievement, act with entrepreneurial drive, and communicate effectively.
Knowledge:
- Knowledge in SAP and OTC/business processes preferred.
- Good understanding of the products/services of relevant business segments.
- Service excellence competencies.
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