Senior Customer Service Leader
Dow Chemical
- Mumbai, Maharashtra
- Permanent
- Full-time
- Acts as Customer Service Leader to meet at appropriate cost and in quality/speed business requirements.
- Leads multiple order management teams, or team of Customer Service SMEs
- Leads multiple business aligned, leveraged order management teams, or team of Customer Service SMEs
- Fully understands Customer Service functional excellence and its E2E dependency with other functions and the external customers.
- Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
- Ensures work process execution is operating effectively within the team.
- Collaborates with the business to ensure business strategy and service offerings are met.
- As a leader of other leaders, helps makes hiring decisions and manage talent selection/performance
- Ensures implementation of work process, Most Effective Technology (MET) and best practices. Assure the execution of leveraging opportunities across businesses within a given region or across the regions.
- Drivers or supports large strategic E2E projects by identifying and leading the implementation of order fulfilment optimization initiative.
- Leads a team of peers towards quality and productivity improvements by defining and implementing KPIs, benchmarking analytics, tools.
- Collaborates across the function globally for leveraging best practices
- Assures the execution and collaboration of leveraging opportunities across businesses and functions
- Evaluates, develops and conducts effective functional onboarding trainings, soft skill trainings, and operation and leadership competency requirements.
- A minimum of a Bachelor's degree is required. Master’s degree is preferred.
- A minimum of 5-10 years of combined experience in Purchasing, Sales/Marketing, M&E (Manufacturing & Engineering), and/or Supply Chain
- People Leadership experience is preferred.
- Strong business and financial acumen.
- Deep understanding of the India geography
- Strong affinity for collaborating for superior results, delivering innovative solutions, leading courageously and generating customer value
- Passion for people leadership
- Requires strong influence management skills and understanding of business priorities.
- Ability to persuade others (internal and external stakeholders) through effective communication skills and strong collaboration skills across Source-to-Pay colleagues and stakeholders.
- An understanding of the region and its capabilities / global connect and presence and excellent data analytics & process knowledge.
- Familiarity of leading improvement projects and having accountability for on-going activities or initiatives.
- Exhibition of strong work ethic and responsiveness to facilitate excellent Customer Experience.
- Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.
- Benefits and programs to support your physical, mental and emotional well-being, to help you get the care you need...when you need it.
- Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning and educational resources to help you achieve your long term financial-goals.
- Become a Dow shareholder through various employee stock programs.
- Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.
- Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.
- Global Paid Time Off (PTO) policies:
- Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).
- Paid time off to care for family members who are sick or injured.
- Paid time off to support volunteering and Employee Resource Group’s (ERG) participation.