Customer Service Team Lead

Aurorium is the materials innovation partner that helps global manufacturers harness the power of possibility to make the world a better place. The Customer Service Team Lead is responsible for ensuring timely and accurate order shipments while acting as the primary contact for global SAP related issues and training new hires on SAP functions.

Responsibilities:

• Acts as the single point of contact for all global SAP related issues and questions
• Exercises independent decision making related to customer service issues
• Maintains accurate and up to date job aids and acts as lead SAP trainer for new hires
• Assists Manager in the development of policies and procedures to ensure accuracy and efficiency with current customer issues and initiatives
• Performs and possesses a deep understanding of all SAP functions related to sales order entry, inventory, ATP/MRP, finance, and credit processing
• Works closely with Global Supply Planning Manager regarding issues, concerns, and opportunities which impact customer requirements
• Interacts with customers to provide information in response to inquiries about products and services
• Provides sample order processing and follow-up
• Maintains accurate data on sales orders and Customer Masters
• Effectively resolves customer issues and complaints by logging complaints through Process Map
• Serves as the lead point of contact for all customer account management issues
• Recommends improvements regarding products, packaging, shipping, service, and procedures to prevent potential customer issues
• Identifies complex problems and reviews related information to develop and evaluate options and implement solutions to ensure quality, consistency, and excellent customer service
• Consults with the Commercial Sales Team for additional support with customer requests
• Works with organizational logistics provider on transportation scheduling for both domestic and export shipments
• Works with Customer Service Manager on compliance with department processes and procedures
• Utilizes Salesforce system (Customer Relationship Management)
• Works on Departmental KPI’s with CC Manager
• Continuously analyze current Customer Care workflows & identify inefficiencies or areas for improvement
• Evaluate, recommend & support implementation of customer care technology solutions (Salesforce, etc.) to improve the customer service organizational and customer engagement
• Training staff on new tools & ensure proper usage to optimize order-cash process
• Prepare detailed analysis of 'At-Risk' orders monthly and analyze trends
• Analyze order patterns and forecast trends to identify risks and proactively address with CC leadership and team
• Additional duties as assigned
• Complies with company Health, Safety and Environmental policies, procedures, and arrangements
• Reports all Health, Safety and Environmental accidents, incidents, and near misses promptly
• Acts in a safe and responsible manner at all times
• Active participation within continuous improvement activities
• Tackles unique situations with a practical, problem-solving mindset
• Takes responsibility and ownership for own learning and development in the spirit of continuous improvement of both self and the business
• Assists in the training, mentoring and assessment of other team members
• Exercises autonomy and judgement subject to overall direction or guidance

Requirements:

• High School Diploma required
• Minimum of 5-7 years of direct related customer service experience
• In-depth system knowledge 'SAP SUPER USER' ability and familiarization with all system modules required
• Strong organizational skills and attention to detail with the ability to adapt quickly to changing business needs and priorities
• Excellent verbal and written communication skills with the ability to flex own style as needed to influence and drive results
• Strong hunting skills within the sales process
• Ability to work within a multi-functional, global organizational structure and exhibits robust interpersonal skills
• Self-motivated and ability to work within a fast-paced environment
• Critical thinking skills and analytical abilities which allow assessments of situations and opportunities
• Exhibits a passion for continuous improvement and problem solving
• Proficient in SAP and Microsoft office applications such as Excel, Word, Power Point, Outlook, etc
• Embodies the core values of Aurorium: credible, outcome-oriented, driven, empowered accountability