Teamlead Customer Service Mea

3 weeks ago

Dubai, United Arab Emirates Döhler Group Full time

You want to drive major projects forward and guarantee their success. You have a vision and want to make your ideas a reality. You can do exactly that at Döhler. As a leading producer of natural flavours, colourings and other ingredients for food and beverages, we are looking for people just like you, who are willing to do whatever it takes to inspire our customers and consumers. People who are motivated to deliver only the best.

**If taking on this responsibility inspires you, then we are exactly what you are looking for.**

**Your Role**:

- Monitor customer service team’s KPIs and SLAs
- Monitor the team’s adherence to strategic vision and goals
- Ensure adherence to defined to processes and SOPs
- Review and follow-up on assigned personnel work and work allocation.
- Lead and participate in cross functional project, represent CS function based on requirement.
- Resolution for requests & issues raised by internal stakeholders and end customers.
- Issue resolution within the defined TAT at the correct quality level.
- Propose and contribute to updates and changes in the defined process maps and SOPs
- Escalation management for relevant cases.
- Overview of customer sales order performance.
- KPI reporting and driving continuous improvement.
- Streamline process flow between CS & GBS CS.
- Team management and coaching CS specialists.
- Defining training requirements and performance management actions for the team.

**Your Profile**:

- Will to win, with exceptional interpersonal skills along with people management experience.
- Customer centric approach.
- Master's or Bachelor's degree in relevant field or professional qualification in SC, you have already gained professional experience in Supply Chain Operations and Customer service in an international company in a multi-cultural environment.
- Focusing on supply chain management or OTC process management, you have acquired a good overview of critical functions such as S&OP, Supply Chain Planning, Logistics, Customer Service and Production Execution over the last few years.
- With your proactive communication style, you are able to convince different stakeholders and groups even in difficult situations.
- You have excellent problem-solving skills and can think outside the box and challenge the status quo.
- You have in-depth knowledge of relevant SAP modules and solutions related to OTC; Other modules are an advantage.
- You have very good communication skills in English and other languages are an advantage.

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