Customer Service Team Leader

Responsibilities

• Provides direct leadership to a team of order management professions that provide direct interface to customers.
• Provides day-to-day coaching on Customer Service operations.
• Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
• Ensures work process execution is operating effectively within the team.
• Collaborates with the business to ensure business strategy and service offerings are met.
• Makes hiring decisions.Collaborates across the function for leveraging best practices
• Qualification:
• 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/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).
• Paid time off to care for family members who are sick or injured.
• Paid time off to support volunteering and Employee Resource Group's (ERG) participation.
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies dependi

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 and this role Leads a team of customer service order management and business quality professionals, including day-to-day operations, managing talent selection and performance and interfacing with the business on order fulfillment considerations relevant to the business.

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