Customer Service Team Leader

The Customer Service Team Leader has the role of coordinating a team in charge of managing the entire order to cash process and being the reference for the automotive customer for any issue related to incoming and outgoing supply chain information. In particular, the key activities consist of:
Coordinating a team managing customer service & distribution
Communicating customer requirements to production and other internal functions with a view to improving service and on-time delivery
Assisting the development teams in the processing of materials and all related information to guarantee the delivery of prototypes
Supporting the commercial office and invoicing office in debt collection processes
Actively participate in the management of complaints and the development and communication of improvement plans
Demand analysis
Manage escalation processes within multifunctional teams
Skills Required Knowledge of SAP
Problem Solving
Pragmatic approach
Ability to act under stress conditions
Leadership
Customer relationship management
Knowledge of OEM market added value
Responsibilities Coordinate direct and indirect teammates with the objective of communicating customer needs to the organization to maximize customer satisfaction.
Manage and analyze customer delivery plans by assessing their feasibility and developing delivery and/or recovery plans with multifunctional teams.
Evaluate customer logistics specifications and manage distribution ensuring their application.
Monitor performance metrics such as Backlog, Service Level, and Claims.
Participate in the implementation and improvement of processes.
Support other departments in customer communication and troubleshooting.

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