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Dow Chemical International Private Limited
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Customer Service Team Leader

Customer Service Team Leader

Dow Chemical International Private Limited

8 - 13 years

25 - 30 Lacs

mumbai navi mumbai

Posted:5 days ago| Platform:

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Skills Required

order management supply chain sap operational excellence performance management talent acquisition financial planning customer service stakeholder management otc

Work Mode

Work from Office

Job Type

Full Time

Job Description

About you and this role

As a Customer Service Team Leader in Dow India, you will lead, develop, and inspire a team of customer service professionals to deliver excellent service and support aligned with Dow s business and functional strategies. You will serve as a key interface between the customer service team and stakeholders across Integrated Supply Chain and Business, ensuring operational excellence and customer satisfaction.

Responsibilities

Spearheaded the leadership and development of a high-performing customer service team, focusing on order management operations.
Delivered hands-on coaching and guidance to ensure consistent execution of customer service processes and drive operational excellence.
Championed improvements in service metrics and KPIs, enhancing overall team performance and customer satisfaction.
Effectively managed escalations, complex desk operations, and exception handling to ensure timely issue resolution.
Collaborated with cross-functional teams and business leaders to align service delivery with strategic goals and implement best practices.
Played a key role in cross-functional initiatives aimed at improving customer experience and supply chain efficiency. Led talent acquisition efforts, including hiring and onboarding, while driving performance management through regular reviews and development discussions.

Qualifications

Bachelor s degree required MBA preferred
Minimum 8 years of relevant experience in customer service or order-to-cash (OTC) operations.
Prior people leadership experience preferred.
Strong knowledge of OTC processes and SAP systems.
Data analytical skills and improvement mindset are a plus.
Demonstrated ability to collaborate, lead courageously, and deliver innovative solutions.

Your Skills

Influential communication and stakeholder management.
Experience in performance management and coaching.
Ability to manage competing priorities and drive results under pressure.
Familiarity with digital service platforms.
Strong work ethic, responsiveness, and accountability.

Additional notes

Relocation is not available for this position.
No visa sponsorship for this position.

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Customer Service Team Leader