Customer Services Lead

7 days ago

Saddar Town, Pakistan HRSI Full time

We are looking for a Customer Services Lead for our chemical industry client based in Karachi.

Requirements:

  1. Graduation, preferably in business and/or supply chain.
  2. 4 to 5 years of relevant experience.
  3. Experience in customer service, supply chain, sales, and managing a team of about 8 Customer Service Officers (CSOs) for at least a year preferred.
  4. 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.
  5. Manage the employee development process, including setting target agreements, performance reviews, and career development plans.
  6. Involve in the recruitment and talent management of CSOs to retain and develop staff with potential.
  7. Review job levels, resource utilization, and planning jointly with the BU Supply Chain Manager/disciplinary manager.
  8. Develop individual training plans for the team based on current and future development requirements.
  9. 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.
  10. 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.
  11. Monitor order management performance using dedicated KPIs and reporting.
  12. Ensure CSO team effectiveness by fostering cross-BU knowledge sharing and creating a reliable backup system.
  13. Offer guidance to the CSO team in capturing customer expectations/requirements in the NCM (Non-Compliance) process.
  14. 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.
  15. Demonstrate customer focus.
  16. Develop self and others, collaborate for achievement, act with entrepreneurial drive, and communicate effectively.
Job Specification

Knowledge:

  1. Knowledge in SAP and OTC/business processes preferred.
  2. Good understanding of the products/services of relevant business segments.
  3. Service excellence competencies.
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