Customer Service Team Lead

The role you are taking on is a people leader position where you will be overseeing a team of approximately 5 Customer Service Specialists. Your primary objective will be to develop and guide the team, inspire and motivate team members to provide exceptional service to customers. Your responsibilities will include ensuring accurate and timely execution of the order fulfillment process for customers as part of the Order To Cash process. Effective collaboration with internal functions and a deep understanding of various business processes will be vital for success in this role. As the team leader, you will be expected to: - Develop, lead, and integrate a team of customer service specialists. - Provide top-notch service to customers in the India Sub-continent by addressing their requests promptly and professionally. - Serve as the main point of contact with Planning, Sales, Business, and Supply Chain to enhance customer service efficiency. - Build strong relationships with key stakeholders and establish an effective network. - Take ownership of resolving any issues related to the order-to-cash process and communicate effectively with all parties involved. - Drive improvement projects aligned with the company's strategy and guidelines. - Establish, monitor, and take corrective actions based on Key Performance Indicators (KPIs) for Customer Service Representatives. - Strive for standardization and harmonization of processes across different Customer Service offices. - Share and implement best practices within the organization. - Ensure the implementation of a reliable backup system for the customer service team. - Adhere to company policies and procedures and ensure compliance within the team. - Actively participate in process improvements and share best practices with other teams. - Follow the company's policies on Product risk management and directives from Lyondellbasell Product Stewardship Manager AP & AFMEI. - Handle claims in accordance with product risk management policies. In terms of qualifications and experience, the ideal candidate should possess: - A University/College Degree or an equivalent level of experience. - Proficiency in IT, including SAP and MS Office. - A minimum of 5 years of experience in a Customer Service Team Lead role or similar position involving customer interactions. Additionally, some preferred qualifications include expertise in: - Order to Cash process, Quality Management Systems, Problem Solving, Master Data management, Credit-related financial coherences, and Change Management. As part of LYB Competencies, you will be expected to: - Encourage team collaboration to achieve optimal results. - Set standards, make fact-based decisions, and drive results effectively. - Challenge conventional thinking, promote innovation, and encourage creative solutions. - Support personal and team development, advocate for growth opportunities, and promote inclusion. - Foster a safe and inclusive environment for open communication, idea exchange, and differing perspectives.,