Team Lead - Customer Service

Job Title : Team Lead – Customer Service

Reporting To : Head - Customer Service (India Region)

Entity : Evonik India Pvt. Ltd.

Work Location : Thane

Purpose of the position:

• The role of the CS Team Lead is in conjunction with the Head of CS & team members to jointly translate the CS India strategy into operational elements. The Team Leader operationally leads the teams, answers team members questions and provide advice coordinating with supervisor and related functions.
• The CS Team Lead, has the responsibility to lead day-to-day operational CS activities with the CS team on the local platform, to meet the needs of the internal and external customers. The CS Team Lead ensures that the CS workload is covered in a timely manner, milestones and KPIs met, process and systems tools are followed.
• She/he will monitor the customer service processes working together with other internal functions like sales, SCM and logistics to ensure smooth fulfilment of processes.

Key Responsibilities:

• Responsible for complete customer service processes and related operation for customer service and all activities provided by Head CS India.
• Liaison with the CS Hub Lead, India to align regional KPIs and operating strategy for India’s CS.
• Functional Team Lead of CS employees to ensure operational efficiency.
• Coordinate and implement continuous improvement processes and respective work culture
• Build and maintain excellent customer relationships by acting as an effective interface between the external customers and internal customers of the Company.
• Dashboards and Analytics: Generate data required for reports, including monthly KPI monitoring and reporting to CS management.
• Ensure compliance with all regional and local CS processes and policies. Be responsible for all compliance activities within the CS Function and ensure team compliance
• Development of the CS Team with the objective of upskilling the team members to enable further career development.

Core leadership responsibilities will include the below key areas of support:

• Ensure alignment and represent the team to various stakeholders, incl. local finance team, procurement, BPS, Logistics, BL Sales, BL SCM, Oversee the full scope of the operational CS activities.
• Ensure the relevant operational and process requirements are in place for CS employees.
• Support the Business function in order processing, supply chain, logistic operation/ warehouse management & act as a general communication channel to the customers of the Company.
• Manage O2C business for assigned accounts.
• Oversee operational project roll outs on the local CS platform, both processes and automation.
• Responsibility for ensuring operational matrix and ensuring back-up in place at all times for all BL to ensure business continuity.
• Monthly follow up with the CS team regarding feedback of stock discrepancies and overdue.
• Focus on improving individual outcomes of the CS Team
• Follow up on Non-conformance raised by customers
• Hiring and training a new member. Provide resources to ensure service continuity.
• Ensure team members are well trained and equipped to handle appropriate management of activities.

Oversee below operational activities of CS Team members: (Including but not limited to)

• End to end Customer satisfaction and support
• Guide teams to ensure seamless management of Supply Chain and Order processing for local warehouse inventory. Ensure Fluent order management on Evonik SAP Platform.
• Overseas Shipment coordination, Import documentation and coordinating with India logistics department on a seamless clearance process.
• Ensure efficient transport management with contractors to ensure deliveries to customers are made on time.
• Trade Compliance Expert / Manager for Resource Efficiency – India region within the area of responsibility as per Evonik guidelines;
• SAP Procedures: SAP, payment / collection follow-up from customers. Performing relevant SAP functions – creating Invoice/Purchase order, Goods Receipt etc.
• Assisting Business Personnel for Complaints / Sample Requests.
• Assisting team in Business Forecasting.

Education, Certification and/or relevant experience required

• 8-10 years of strong Customer Service & People Leadership experience

Additional skills and abilities required for this position

• Experience with Analytics and Dashboards

Technical Knowledge (E.g. specialized knowledge required to perform all the required tasks)

• Knowledge of MAIN TOOLS/ SYSTMES
• SAP（R11, I11,Q11, W11), SAP-IBP
• CRM (CARAT Report, Complain)
• CARAT
• Power BI
• CUPSET+
• ECPW
• Import System