Team Lead Customer Service

HF Sinclair•Plymouth Township, PA

2d•Onsite

About The Position

Reporting to the Director, Customer Service, the Team Lead Customer Service is responsible for coordinating and supervising the order to delivery process, ensuring a consistently high level of service to Lubricant and Specialties customers as well as implementing process improvement opportunities which result in increased levels of customer satisfaction. The Customer Service team is accountable for order management and customer service excellence. They are responsible for customer communication and ensuring compliant quote-to-cash while working with Sales and Global Supply Chain to fulfill customer orders. They are the primary point of contact for customers.

Requirements

Demonstrated leadership experience
5+ years of related work experience
An understanding of the impact, both short and long term, of system changes on existing business processes
Familiarity with sales transaction processes and how they integrate with other departments
Demonstrated strong leadership skills
Strong interpersonal and non-authoritative leadership skills; ability to motivate subordinates and others
Skilled in stakeholder engagement and management of change
Excellent analytical and problem solving abilities
Strong customer focus
Ability to work under pressure and competing priorities and high level of stress
Strong written and oral communication skills
Critical thinking and problem solving skills
Proficient with MS Office

Nice To Haves

Familiarity with order to delivery process is preferred
Lubricants sales support knowledge is also preferred

Responsibilities

Direct and lead a team of Customer Service Specialists responsible for order management
Foster positive employee relationships through effective communication, training and development coaching
Assess, motivate and empower team members to perform in manner that builds customer satisfaction and loyalty, leading to retention and growth
Integrate process improvements to increase efficiency within customer service
Nurture open and professional relationships with team members, enabling more effective issue resolution
Active recruitment, consistently working with HR to post, recruit and interview as well as participate in recruitment and interviews for intern roles
Initiate development and implementation of Customer Service training processes
Analyze and evaluate monthly customer service KPIs, identifying root cause and remedial actions where required
Organize and facilitate the Risk Communication Team meetings, working collaboratively with key stakeholder groups to capture the scope, impact and status of issues affecting sales and or customers
Interface daily with Sales, Distribution, Inventory Replenishment and Transportation to ensure successful order fulfillment and mitigation of potential at-risk issues
Provide guidance to Taxation, Accounting and internal audit groups to ensure accurate and compliant quote to cash processes and documentation.
Attend daily and ad-hoc meetings
Active participant and stakeholder in product allocation decisions, supporting execution of allocation models
Lead development, implementation, execution and support of IT enhancements of SAP and other sales systems.
Monthly analysis of OTIF, BCP and open order reporting
Calculate and communicate rbate, co-op accruals and formula pricing for contract customers
Manage contract logs and communicate with stakeholders
Maintenance, analysis and follow up of ongoing Customer Satisfaction Survey
Participate in the development of new processes to improve interface among the cross functional groups
Understands and follows the Pillars of Customer Service & Sales Support
Special assignments or tasks assigned to the employee by their manager, as determined from time to time in their sole and complete discretion