Customer Service Team Supervisor-2

About Us

Elementis is a global specialty chemical company, with 1,300 employees operating 17 manufacturing sites across the globe. At Elementis, we bring a distinctive combination of expertise, innovation, and teamwork to every formulation challenge. We create high-value specialty additives that enhance the performance of our customers' products and make a positive change in the world. Combining our leading positions in the science of materials flow, surface modification, and formulation with access to unique natural materials, Elementis delivers unique chemistry, sustainable solutions to customers in a wide range of markets, including cosmetics, anti-perspirants, decorative and industrial coatings, automotive and ceramics.

Job Description Summary

The Customer Service Team Supervisor at Elementis leads a team of Customer Service Representatives, ensuring smooth customer order management and SLA compliance alongside streamlining processes and maintaining high levels of service quality. They excel in various customer service functions, working with cross-functional teams to optimize order cycles, and assist in monitoring KPIs under the guidance of Customer Service management. Success in this role involves managing individual accounts and daily team activities, focusing on efficient processes and ensuring the delivery of excellent customer satisfaction

Job Description

Position in Organization

Reports to: Customer Service Manager

Direct Reports: Manages team of 5-6 Customer Service Representatives

Department: Customer Service

Responsibilities

• You lead the Order Fulfilment Process: responsibility for assuring that the order fulfilment process is in place by leading technical and organizational changes.

• You are responsible for providing strong customer satisfaction through the professional handling of customer requests.

• You ensure staff have the necessary tools and training to effectively do their jobs; supporting staff in resolving recurrent or critical customer issues; reviewing staff performance to ensure high standards of professionalism; and supporting with necessary system training (ie. JDE).

• You assign and help process customer orders efficiently and effectively, ensuring a proper division of labour within the team whilst maintaining effective workload balance.

• You support selection, hiring and on the job training for staff as set and determined in line with Customer Service Management.

• You will support with selection, hiring, onboarding and training of new talent across our Customer Service Teams.

• You ensure consistency of service and adhere to proper cultural protocol for the geographic areas we serve and ensuring adherence to Trade Compliance Requirements.

• You participate in achieving the company quality goals: You contribute towards continuous improvement, supporting the implementation of best practice across processes as determined in line with Customer Service Management; taking joint ownership for quality of services performed, provided excellent internal and external customer service and helping to maintain ISO standards for internal quality audit requirements.

• You help identify and escalate  root causes for On Time in Full failures and contribute towards corrective mitigation.

Decision making

Typically, the role will have authority to balance the workload within the team, approve overtime, and be responsible for the time management of the team. The position will have some level of authority with regards to order handling (i.e., lead time deviations, credits and returns, and SLA deviations).

Additional Job Description