Customer Service Team Leader Integrated Supply Chain Specialized Services

Responsibilities

• Provides direct leadership to a team of customer service and/or quality professionals
• Owns the complete know-how and execution of work processes in scope. Ensures work process execution is operating effectively within the team.
• Provides day-to-day coaching on Customer Service operations
• Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions
• Collaborates with the business to ensure business strategy and service offerings are understood, met and integrated strategically into the KPIs as well as improvement plans
• Makes decisions and roadmaps related to talent selection as well as talent development
• Collaborates across the functions for leveraging best practices

Requirements

• A minimum of a bachelor's degree is required. Master's degree is preferred.
• A minimum of 5-10 years of combined experience ideally in Supply chain but could also be in allied functions/teams like Purchasing, Sales/Marketing, M&E (Manufacturing & Engineering)
• Strong People Leadership experience would be preferred
• Strong business and financial acumen would be preferred
• Passion for team building/organization building, coaching, mentoring
• Expertise in Continuous improvement methodologies and/or metrics, storytelling and data analysis would be preferred
• Your Skills
• Requires strong influence management skills and understanding of business priorities.
• Ability to persuade others (internal and external stakeholders) through effective communication skills and strong collaboration skills across colleagues and stakeholders.
• An understanding of the region and its capabilities / global connect and presence and excellent data analytics & process knowledge.
• Familiarity of leading improvement projects and having accountability for on-going activities or initiatives.
• Exhibition of strong work ethic and responsiveness to facilitate excellent Customer Experience.
• Additional Notes
• Relocation/visa sponsorship is not aligned with this role
• The ability to accommodate a flexible schedule aligned with international time zones is essential
• Benefits - What Dow offers you
• We invest in you.
• Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.
• Here are just a few highlights of what you would be offered as a Dow employee:
• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it.
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only). Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees' Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/l

Benefits

Additional Information

At Dow, we believe in putting people first and we're passionate about delivering integrity, respect and safety to our customers, our employees and the planet. Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We're a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you're looking for a challenge and meaningful role, you're in the right place. About you on this role As a customer service team leader, you will be responsible for leading, developing and motivating a group of customer service and business quality professionals while working closely with multiple functions to ensure effective operations management. You will take lead to deliver on our defined Key Performance Indicators in strong integrative partnership with businesses while maintaining strategic focus on talent development, process improvement and technological adoption. Integrated Supply Chain - Specialized Services refers to a unique set of Complex Customer Service processes that are centralized to derive synergies, standardization, better process controls and leveraging of best practices. Most of these are non-customer facing processes like Returns processing, FOC Samples processing, Customer complaints management etc.

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