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 & distributionCommunicating customer requirements to production and other internal functions with a view to improving service and on-time deliveryAssisting the development teams in the processing of materials and all related information to guarantee the delivery of prototypesSupporting the commercial office and invoicing office in debt collection processesActively participate in the management of complaints and the development and communication of improvement plansDemand analysisManage escalation processes within multifunctional teamsSkills RequiredKnowledge of SAPProblem SolvingPragmatic approachAbility to act under stress conditionsLeadershipCustomer relationship managementKnowledge of OEM market added valueResponsibilitiesCoordinate 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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