Huntsman

Order Management Team Lead, Customer Service

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Costa Rica – Heredia

Full time

Job requisition ID: J-019004

Job Description:

Huntsman is seeking an Order Management Team Lead, Customer Service supporting the Huntsman Advanced Materials (AdMat) Division located in San Jose, Costa Rica. This position will report to the Customer Service Manager.

Job Scope

The Customer Service Team Leader is responsible for helping maintain customer relationships, serving as the first escalation point for service issues, and supporting Improving our customer experience. This role is responsible for ensuring that we meet the expectations of our customers during the order fulfillment process. The Customer Service Operations Team Leader helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service.

In summary, as the Order Management Team Lead, Customer Service, you will:  

Manage a team of Customer Service Representatives to drive delivery of exceptional customer service, specifically:

• Coach and motivate Customer Fulfillment Representatives to meet KPI targets.
• Identify and implement ways to increase overall team performance and efficiency.
• Administer annual reviews and performance improvement plans.
• Ensure the team has the knowledge and skills to meet customer expectations.
• Collaborate with other Customer Fulfillment Team Leaders to ensure alignment on best practices.

Assist in developing and maintaining strong, collaborative customer relationships, specifically:

• Ensure customer orders are correctly processed, including invoices, pricing, shipping, and deliveries.
• Manage escalated customer service issues, including coordinating, when necessary, with the appropriate individual or functions.
• Monitor and manage customer KPIs and scorecards and develop service improvement plans for KPIs that fall below designated thresholds.

Analyze customer service issues and drive service-level improvements, specifically:

• Collect and analyze customer feedback to identify and root cause customer service issues.
• Execute service improvement plans to better meet customer requirements.
• Communicate regularly with internal stakeholders to drive implementation of service improvements.

Drive change and continuous improvement throughout the customer fulfillment organization, specifically:

• Be a positive force for change and inspire others to change.
• Recommend and develop process and system improvements and communicate recommendations to the Customer Fulfillment Manager.
• Understand company objectives and take action to drive achievement of those objectives.

Exemplify and drive adherence to quality, safety and compliance standards, specifically:

• Model adherence to quality, compliance and/or safety requirements, and monitor the team’s adherence to these standards.
• Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.
• Report any quality, safety or compliance incidents to the appropriate individuals, and take immediate corrective action

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.
 
The candidate must have an unrestricted right to work for Huntsman in Costa Rica.

Minimum Qualifications

A valid U.S. visa and passport are required to be considered for this position.

Education:

• Bachelor’s degree in a quantitative field such as Logistics, Accounting, Supply Chain, Business, Engineering etc.
• Supply chain or commercial exposure, with proven track record in at least one of the following: order management, supply planning, logistics, demand planning.
• Language skills: Fluent in English and Spanish. Portuguese a plus
• SAP / ERP software process knowledge advantage

Experiences:

• 5+ years of professional experience in the field of customer service, inside sales, and/or supply chain, optimally in chemicals or manufacturing.
• Order Management experience required.
• Proficient in relevant software, such as Microsoft Office and order entry systems.
• Balancing of commercial priorities and operational capabilities.
• Excellent and proactive communicator, connecting demand with supply side.
• High focus on data and metrics.

Skills and knowledge

Know-how/skills:

• Focuses relentlessly on customers.
• Works well under pressure.
• Works well in teams.
• Pays attention to details.

KEY COMPETENCIES

• Communication skills, including verbal, written and presentation
• Interpersonal skills, including the skill of persuasion.
• Analytical and problem-solving skills, including the ability to conduct root cause analysis.
• Conflict management skills
• Ability to coach and advise team members.
• Ability to provide actionable and well-supported recommendations.
• Ability to multitask.