Customer Services Lead

3 weeks ago

Karachi, Sindh, Pakistan HRSI Full time

Graduation, preferably business and / or supply chain

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

Requirements:
Graduation, preferably business and / or supply chain.
4 to 5 years of relevant experience.
Experience in customer service, supply chain, sales, controlling and in managing a team of about 8 CSOs for at least a year preferred.
Provide on-the-job coaching to team members in matters related to OTC process efficiency and foster customer focus culture under guidance from Customer Care Lead and Business Units.
Manage the employee development process in setting target agreement, performance review and career development plan.
Involve in the recruitment and talent management of CSOs to retain and develop staff with potential.
Review job level, resource utilization and planning jointly with BU Supply Chain Manager / disciplinary manager.
Develop individual training plan for the team based on current and future development requirement.
Provide order management-related expertise and information to business, functional counterparts and customer services community for continuous process improvement, system harmonization and solution coordinator for process problem solving.
Interact with business management and sales to gain knowledge of business development and customer need. Coordinate customer visits for CSOs in alignment with business regularly.
Order management performance monitoring using dedicated KPIs and reporting.
Ensure CSO team effectiveness by fostering cross-BU knowledge sharing and creating a reliable back-up system.
Offer guidance to CSO team in capturing customer expectation / requirement in NCM (Non-Compliance) process.
Analyze the 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 Communicate Effectively

Job Specification

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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