Customer Care Team Lead

5 years exp

**Roles & Responsibilities**

We are seeking a self-propelled leader who can motivated individuals to effect the smooth and efficient management of all customer service order execution activities following all best practices. This would require managing the Executions team of the Customer Service group, developing stronger customer engagement, supervising processes from order to NCR's. While overseeing the day-to-day management of the customer care team, there will be some key account direct management as well. As such, a pro-active individual capable of managing between Customer Service Obligations, multi-functional internal communication and Supervisory duties would be the ideal fit.

As people management skills are important, we are very much open to those with a cheerful, positive disposition who can motivate and drive those around them.

**What can you expect in your work?**
- Performs all functions of order to delivery.
- Responsible for achieving the business & company goals.
- Regularly reviews the progress of work in the department - question has been answered, decision have been made and problems resolved.
- Responsible for coordination schedule changes with salespeople, customers & internal departments, for the timely shipment of products according to customer requirements.
- Manage receiving, processing & tracking orders by reviewing requested delivery date and verifying processing and QC test schedules to assure ontime delivery.
- Handles customer correspondence, complaints & inquires.
- Recognize needs of customers to provide excellent customer service.
- Provide sales related reports and data analysis.
- Monitoring on Free Sales Certificate, Preferential Certificate of Origin validity and on-time renewal.
- Responsible for the development, implementation, reviewing & analyze SOP/WI for OTC process.
- To provide and update freight charges to Sales Team in various countries when needed.
- To work with warehouse with setting up the traffic control of the movement of outward goods.
- Establish a filing and correspondence system.
- Tracking departmental KPI in monthly basis.
- Control and monitor department expenditure.
- Provide coaching and training to existing and new team member.
- Hire and train new personnel as and when required.
- Any other duties that maybe assigned from time to time by the Management.
- May involve some travel as and when required.

**We bring**
- A safe and inclusive workplace with a young and fun team.
- A possibility to learn and grow within the organization depending on your own ambitions.

**You bring**
- A Bachelor degree preferably in logistics or supply chain management.
- Minimum 5 years of work experience.
- You enjoy working in a high pace work environment.
- Great communication skills and a great eye for details and numbers.
- Hands on experience in SAP

**The Procedure & Contact**

Reference check procedures and an assessment can be part of the DSM Recruitment & Selection Process. You will be informed when these procedures are required.

Working for DSM means the opportunity to really contribute to improve people’s lives and help solving the challenges of today’s world. Challenging jobs, career opportunities and an inspiring environment allow you to enhance your personal development. DSM recognizes that the on-going success of the company depends on the continued development and engagement of our employees and pursues a fair and competitive remuneration policy, recognizing individual and team competencies and performance.

**DSM - Bright Science. Brighter Living.