Customer Care, Team Leader

hace 2 semanas

Monterrey, México Hempel A tiempo completo

Our Customer Care Team Lead will manage the day-to-day relationships and orders for identified Global Marine accounts, ensuring proficient and knowledgeable customer care is provided with a sense of integrity and trust.

Leadership & Direction
- Involved in recruitment / disciplinary for the Customer Care team
- Responsible for developing CC team as part of the global marine Business unit through Let’s Talk, performance reviews, and management of employee life cycle.
- Organize and deliver training for Customer Care team, optimizing digital and CRM skills.

Client & Customer Management
- co-visit customers with marine sales managers

Operational Management
- Develop customer engagement activities
- Ensure high service level and Customer Satisfaction
- Drive collaboration and company efficiency
- Supporting staff in tasks prioritization.
- Order and Customer management as needed.
- Supporting Sales forecasting

Policy Development & Implementation
- Develop effective Customer Care process/procedures and training programs that drive expected behaviors
- Optimize order handling process. Improve My Hempel usage
- Drive Operational excellence

Data Collection & Analysis
- Drive implementation of technologies for accurate/value-added reporting that provides information about customer satisfaction
- NCR follow-up

Project Management
- Drive Key Customer Care inc.l Inside Sales projects with internal collaborators regionally and globally.
- Partner with Customer Care team to identify and implement Customer Care improvement opportunities

Required education, experience and job-related skills
- Degree &/or proven leadership experience in commercially driven customer care
- Service Orientation, finding balance between Hempel’s and customer’s needs.
- Analytical Skills
- Industry knowledge preferable
- Proven experience in stakeholder management
- English proficiency
- Knowledge of ERP systems preferable
- Proficient in CRM, MS Office

General Competencies:

- Strong Leadership & Customer service skills
- Customer and solution orientated
- Planning and organisation skills
- Team player
- Proactive & flexbile - willingness to understand customer needs
- Results orientation
- Cultural awareness
- Excellent interpersonal communication both verbal and written

Equal opportunity employer

It is the policy of Hempel (USA), Inc to provide equal employment opportunity to all individuals regardless of their race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by state or federal law. We are strongly committed to this policy and believe in the concept and spirit of the law.

Hempel (USA), Inc is committed to assuring that:

- All recruiting, hiring, training, promotion, compensation, benefits, and other employment-related programs are provided to all persons on an equal opportunity basis without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by state or federal law;
- All personnel actions such as demotions, transfers, leaves of absence and other forms of leave, layoffs, recalls, training, and participation in social and recreational programs are administered without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability, veteran status or any other characteristic protected by state or federal law;
- All employment decisions are based only on valid job requirements;
- The company will take affirmative action in regard to the employment of applicants and employees.

More about Hempel

At Hempel, we are working together to shape a brighter future with sustainable coating solutions. We believe this is only possible with dedicated employees with diverse perspectives and backgrounds. Hempel is committed to creating an inclusive work environment and culture that embraces the diversity of our employees and the customers we serve, providing equal opportunity for all.

Application due

2023-03-15

Seniority Level

Mid-Senior level

Job Functions

Customer Service, Management, Manufacturing

Industry

Chemicals
- Across the globe, Hempel’s coatings solutions protect surfaces, structures and equipment. They extend asset lifetimes, reduce maintenance costs and make homes and workplaces safer and more colourful. Hempel was founded in Copenhagen, Denmark in 1915 by J.C. Hempel, and is solely owned by the Hempel Foundation, which not only ensures a solid economic base for the company, but is dedicated to making a difference in the world by empowering children to learn, supporting coatings science and sustaining biodiversity._

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