Team Lead - Customer Service

The role of the Customer Service Team Lead at Evonik India Pvt. Ltd. in Thane is to work alongside the Head of Customer Service and team members to implement the company's customer service strategy in India. As a Team Leader, you will lead the operational aspects of the team, provide guidance to team members, coordinate with supervisors and other related functions, and ensure the smooth running of day-to-day customer service activities. Your responsibilities will include overseeing customer service processes, liaising with the CS Hub Lead to align regional KPIs and strategies, leading the CS team to ensure operational efficiency, implementing continuous improvement processes, and building strong customer relationships. You will also be responsible for generating data for reports, ensuring compliance with regional and local CS processes, and developing the skills of team members to support their career growth. In addition, you will play a key role in representing the team to various stakeholders, overseeing operational CS activities, supporting business functions in order processing and supply chain management, managing O2C business for assigned accounts, and ensuring operational continuity. You will also focus on improving individual outcomes, following up on non-conformance issues raised by customers, and hiring and training new team members. Your technical knowledge should include proficiency in tools and systems such as SAPR11, I11, Q11, W11, SAP-IBP, CRM (CARAT Report, Complain), Power BI, CUPSET+, ECPW, and Import System. The ideal candidate for this position should have 8-10 years of experience in Customer Service and People Leadership, as well as experience with analytics and dashboards. If you have the required skills and experience, and are looking to take on a challenging leadership role in customer service operations, this opportunity at Evonik India Pvt. Ltd. could be the next step in your career.,